Want to make your customers (clients or patients) come back for more? Look at your selling and delivery processes to provide a customer-friendly experience. Customer loyalty is driven by likeability (86%) and trust (83%) according to a study by Rare Consulting Group.
Benchmark from your best competition, look to your sales and customer service teams and look at customer feedback as you begin. Identify things that create frustration for your customers. Look to simplify, speed delivery and improve communications.
Questions to ask as you design your ideal customer-friendly experience
- What promise are you delivering?
- What do you want your customers to feel?
- How do you reward your loyal customers?
Start with a clear and inspiring vision for your ideal customer experience. Identify in detail how that process differs from your current process. Create customer feedback surveys. Set up measurement systems that show progress.