Create these 5 “wow!” moments
Before your busy season arrives, we’ve got a few important ways to help you create a great customer experience.
The difference between a good customer experience and a great one—and between a one-time purchaser and a loyal, repeat customer—is that one word: “Wow!”
How can you make your customers feel it? These are five key moments where our small business experts believe you need to make it happen.
Moment 1“Wow—I want that.”
Pre-visit: A positive initial impression of your business is essential.
Here’s where your business internet comes in. Good internet can help you create your website and update it quickly and efficiently. The same is true of all the channels you use for selling online, like Instagram and TikTok. You can also curate online reviews to showcase what’s new. And when it comes to the holidays, there’s no time to lose.
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Moment 2“Wow—this place is cool.”
First impressions: Nice job—you got someone to pay a visit.
This moment will set the scene for the rest of their experience. So keep those good vibes going by having an environment that’s welcoming and pleasing. Focus on the ambience. Good digital signage and good in-store music (having the right internet helps) can make customers feel at home and easily find what they’re looking for, keeping them on their path to purchase.
Moment 3“Wow—they have this, too?”
First impressions: Your customers are happily finding what they like. Great.
So now it’s your job to thrill, amaze and delight them as they find what they’re looking for. Using tablets as digital kiosks can help them dive deeper into your products. And your sales team can use them to track inventory. That means less time searching and more time with customers—selling, helping and answering questions.
Moment 4“Wow—that was easy.”
Purchase: 89% of consumers were more likely to make another purchase after a positive experience.1
Everyone expects stores to be jammed during the holidays. Just imagine how surprised your customers will be when they find checking out is a breeze.
That means having tech (like tablets, POS systems and card readers) and the internet to support multiple ways to take payments. So your customers spend less time waiting and more time enjoying their purchase.
Moment 5“Wow—they really appreciate me.”
Post-visit: It's often easier to keep a customer than it is to win a new one.
So fostering your next sale starts immediately after the first one. Customer service response time matters. A lot. Questions should be answered quickly online. And a follow-up, thank you email shows customers that you appreciate their business. Then you can continue to engage by proactively sharing products they might like, which can keep them wowed all year round.
More holiday prep ideas
1108 Customer Service Statistics and Facts You Must Know for 2023: https://www.enchant.com/customer-service-statistics