This is a series on how customer experience relates to repeat and referral business, that we are running on our other blog which is focused more on small business generally. But we thought the series might also be of interest to Active Rain readers. We hope you find it helpful.
As small business owners, at least for most of us, the quality of our customers' experience is critical to the success of our business.
Even though most small business owners have a deep appreciation for their customers, many don't know a great deal about the field of customer experience. Not surprising given that the discipline is still being defined and evolving as we speak. In addition, small business owners already have a thousand things to think about, including just keeping the established processes up and running.
The best place to start is with yourself. Like just about everything that results in positive change, you start with a little "think time" and consider where you are as a business, and specifically where you want to go with regard to your customer service.
You don't need to be a corporate giant to start a customer experience focus that will make a huge difference in the life of your business. You can - and probably should - start with small, doable steps. With some persistence and learning your efforts will evolve into something that will add value to your business, and possibly even transform it.
But before you start anywhere, spend some quality time thinking about the current state of your customer experience approach. As you do so, maybe you will be moved to decide that you are going to start with some specific action to take your customer experience to its next level of enhancement.
As we continue this series we'll talk about simple actions that can open up your customer experience and get you thinking about it from several perspectives.
We also invite you to request the free E-Booklet on how to go about creating a business based on repeat and referral customers. You may find the series on strategy planning for small business, starting right here to be of some interest as well. Your customer experience strategies are part of a larger business context, and this series may add to your thinking on the bigger picture of where you want to take your enterprise.
Bottom line for this time: getting to the point where your customer experience is steadily improving starts with a decision to focus your attention on this part of your business. Spend some think time on this and make your decision. The more you learn about how customer experience can be managed and improved, and the more you become attuned to the below-the-surface world of your customer, the more possibilities you will see.
[The Kathy O’Neal Team serves home buyers and sellers in Northern Virginia, with special focus on Chantilly, Centreville, and the communities of the Western Fairfax region.]
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