Customer retention is everything. Today many companies are obsessed with striving to create unique experiences that delight customers to keep them coming back for more. However, before we focus on delighting customers, we need to get the basics right.
We need to ensure that the customer experience is first and foremost – easy.
Why is it more important to make the customer experience easy before delighting them? Simply put, customers want things to be easy and intuitive. They don’t want to think, jump through hoops, or navigate a confusing website to buy a product or receive support. They want a seamless and effortless experience that meets their needs quickly and efficiently.
Companies that focus on making the customer experience easy are more likely to retain customers over time. When customers aren’t encountering constant barriers in their experience, they are more likely to purchase again and less likely to try a competitor because it is so easy to purchase your product!
Removing barriers and making the experience as simple as possible doesn’t mean you have to sacrifice quality or innovation. Organisations can and shoutl still offer unique and delightful experiences but also prioritise ease-of-use and focus on customer-centred design.
In addition, making the customer experience insanely easy will help places stand out from their competitors. With so many options available to consumers, companies that prioritise ease-of-use and seamless experiences are more likely to win over customers who are tired of dealing with confusing or cumbersome processes. Who wants to put in more effort than you have to when you’re ready and willing to spend your money? Not me! Not you either!
So, how can you make the purchase process and overall experience easy? Identify the most common pain points or barriers that customers face in each stage of their potential journey. Is it a confusing website layout that doesn’t answer common questions? Is it long hold times? Is it lack of contact options? Is it a poorly made product? Is it contracts that are impossible to get out of or rude service agents? Check your negative reviews to find out and most importantly… ASK YOUR FRONTLINE STAFF. They know better than ANYONE at your organisation.
There are thousands of ways to remove barriers and make your customer experience one of ease – so what are you waiting for? Start getting rid of those hurdles now!
While delighting customers is an important goal for any business, it’s crucial to prioritise getting the basics right first. By making the customer experience easy, you’ll improve customer retention, stand out from competitors, and build a loyal fan base.
This is the number 1 thing customers want. I promise. How do I know? It’s the number 1 thing that you and I both want.
