Today, customer experience is the most important part of marketing. Providing what the customer needs is what will build business longevity. Exceeding expectations is a way to create a good customer experience.
This can start with listening and understanding. Other areas where customer expectations should be met include-
1. Speed- Technology has become beneficial for guest services. For example, if a customer has a question about a product or service they can enter it in a live chat box on the business website and obtain their answer right away.
2. Quality- The quality of the
goods or services being purchased should match the customer's expectation level. Good quality is at the forefront of developing customer experience that resonates.
3. Empowerment- It's important for customers to feel a sense of empowerment. Customer feedback is one way to provide that feeling. When a customer satisfaction form is sent out, the customer will usually fill it out for a chance at being heard.
4. Friendliness- If a customer service rep has a poor attitude it will impact the customer experience. When dealing with a customer, it should always be friendly in nature.