What should I aim for when revamping my shop's customer experience?

Answer

Regardless of the size of your business, the customer experience is one of the most critical components of your success—or failure. A positive customer experience can help your company by:

  • Building product value. You can charge more when you deliver a better experience. People pay for convenience, accuracy, lack of confusion, and quality. 
  • Making your job easier. A strong customer experience and journey mean every transaction will be more organized. 
  • Enhancing professionalism. No matter how large or small, your customers will know they are working with an industry professional. 
  • Bringing consistency. Jobs will be completed more accurately when a consistent customer plan is in place. 

Here are a few things outside of the actual ordering process you can improve on to enhance your overall customer experience:

  • How you answer the phone
  • Voicemail greeting
  • Email signature
  • Marketing materials
  • Advertising
  • Business cards
  • Sales orders, invoices, and receipts
  • In-store greetings and goodbyes
  • Email marketing
  • Website design and layout
  • Payment processing
  • Artwork submission
  • Product delivery
  • Thank you notes
  • Post-sale surveys
Colman and Company