Improve Customer Experience And Generate Amazingly Positive Reviews

by Sasson Sarooei

52% of customers have switched providers due to poor customer service.

.

Improve Customer Experience And Generate Amazingly Positive Reviews

Sasson Sarooei

US Consumers

Switched Remained

52%

Estimated cost of customers switching due to poorservice is $1.6 trillion.

Improve Customer Experience And Generate Amazingly Positive Reviews

Sasson Sarooei

80% of customers believe the company could havedone something to retain them.

Improve Customer Experience And Generate Amazingly Positive Reviews

Sasson Sarooei

Customers who Switched - USA

80%

83% of customers said they would have hesitated switching if companies could have provided live or in person support.

Improve Customer Experience And Generate Amazingly Positive Reviews

Sasson Sarooei

Customers who switched - USA

83%

WOW YOUR CUSTOMERS AND IMPROVE EXPERIENCE

Customers have high expectations of businesses.

They expect all their transactions to be smooth and pleasant.

When a problem arises, the stakes are high for a business.

A customer’s experience from beginning to end will determine whether or not your business will get a 5-star review.

OVERVIEWThese are the topics that we will be covering how to help improve your customers’ experience and help get you that 5-star review.1. Why all positive reviews are

not the same.2. Managing first impressions.3. Setting expectations correctly.4. Shipping packages to customers.5. Having a personal tone.

ALL POSITIVE REVIEWS ARE NOT THE SAME

Generic 5-Star reviews are good to have, but not enough. You need reviews with personal and emotional content to

connect with potential customers. An authentic 5-Star review is what will convert casual visitors into

customers.

FIRST IMPRESSIONS The initial point of contact is like

your first date with your customer. Make it pleasant.

Make it easy to do business with you. Don’t make them think.

Beauty matters. Beautiful user interface, front office, entry or whatever a customer sees when they first interact with your business.

FIRST IMPRESSIONS Have an intuitive website navigation. Have a mobile-optimized website, since most people are on their

smartphones. For both online and brick and mortar, make sure your staff members

are well trained on products and services, and have a friendly attitude. Easy access to customer service. Phone lines without multiple

annoying menu levels or long hold times.

SET EXPECTATIONS CORRECTLY Make sure your prices are as marked. It will cause friction with

your customers if additional costs are shown after initial price. Show delivery dates, and make sure to specify if delivery is

longer than 1-2 days. Show multiple pictures of the product from different angles. If your return and refund policy is less liberal than Amazon’s,

disclose it on the product page. Having it on a policy page in small print is not good enough.

SHIPPING PACKAGESIf you ship packages to your customers, this a great opportunity to go that extra mile, and really wow them. Here are some ideas: Your outer packaging should be branded

and look professional. Provide a return label on or inside the

box so it is easy to find. Provide a coupon for a discount on their

next order to show your appreciation. A small unexpected gift can be very

impactful. Include a Thank You note.

BE PERSONAL Personal connections are the

most important improvement you can make to your communication funnel. So ditch the corporate tone.

Your customers must feel like they are being heard and understood.

Empower your customer servicerepresentatives to have the authority to solve customers’ problems.

THANK YOUR CUSTOMERS

Leave a nice reply for everyone who gave you a positive review.

Promise a better experience or service to customers who wrote you an average review.

Respond to all reviews including old ones.

A handwritten note from a real person at your company, sent to the customer, can make a huge impression, and it is proven to reduce returns.

Created BySasson Sarooei

Navazon Digital9310 Topanga Canyon Blvd. #100B

Chatsworth, CA 91311 (818) 534-2200

www.NavazonDigital.com

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