At 14 years old, Jason Bradshaw started his own telecommunications and hardware distribution business. It was there he began a lifelong passion for customer experience – even if he didn’t exactly know what it was called at the time. It didn’t matter, because this first foray into entrepreneurship gave him a taste of how to offer customers an experience, not just a product. The idea that underscores Jason’s work today – and at age 14 – is this: organisations have the potential to vastly improve individual lives. Whether building on an employee’s skills, or offering customers a seamless interaction, the ability to care for your customer matters to more people than just your customer.
As a small business, chances are that you can’t compete with cheap prices the way that a big company can.
But you can give them an experience that a corporate entity can’t. You can improve the service you deliver to ensure that customers will remember how they were treated with you – and if they’ve enjoyed working with you, they are likely to return. You spend a lot of time and expense on getting customers in your door, so you don’t want them to leave during their first sale with your business.
According to some experts, 68% of customers will leave because of one reason: They don’t think that you care.
It’s not about doing something wrong. It’s about not doing something right. Sometimes showing a customer that you care can be as simple as delivering on the promises you make.
When you market your products and/or services to the public, what are you promising them? We’ve all heard of ‘false advertising’ and no one likes to go into a business with high expectations, only to be disappointed by the lack of follow-through. Manage your customer’s expectations and you will end up with a much more successful experience for yourself, your customer and your business.