Why the ‘customer experience’ matters

My first ever Saturday job was at House of Fraser in Newcastle, so I was devastated to hear that they’re closing 31 of their 59 stores. Of course, there are multiple reasons for this, but it got me thinking about the importance of the customer experience and making your clients feel valued.


Unfortunately, paying attention to this area falls to the wayside all too often. Think about it: how many times have you asked someone to quote for a job only to receive no response, or a half-hearted email days or weeks later? As business owners, we have a sales opportunity with every single touchpoint we have with a customer or prospect – so why are so many of these wasted?


I was contacted recently by a business owner who’d been referred to another company for social media training but received no response to their enquiries. As soon as they got in touch with me, I was on the phone straightaway to find out their requirements, before following up promptly with an email. This made them feel valued and guess what? I won the business as a result!


Communicating effectively with our customers isn’t rocket science. But making the right first impression and keeping the conversation going is absolutely essential to business success. After all, it isn’t your company’s name that makes you memorable (no matter how good your reputation might be) – it’s the experience you give your customers.


This has always been important, but with the explosion in social media use and online reviews, it’s more essential than ever. All it takes is a few negative comments on Twitter, or a couple of bad Facebook or Google reviews and your sales could end up taking a nosedive.


There’s a huge amount of competition out there and your customers will have no problem finding someone else if you don’t deliver the goods first time around. The only way you can really stand out from the crowd is to deliver exceptional customer service at every touchpoint, even if you’re just sending out an invoice!


Here at Cureton Consulting, I’ve met so many business owners who spend their time fire-fighting and not taking the customer experience seriously enough. I’ve heard every reason under the sun for this, from lack of time or resources to feeling under-confident in their communication skills.


If any of that sounds familiar, then why not do something about it? Think about how your customers feel when they interact with you and how you could add value when you communicate with them. It’s all about making it easy for people to do business with us so they keep coming back and recommending us to their friends!


If you’re not sure where to start, don’t worry. My sales training workshops can help. These are half day courses that focus on building successful customer relationships, both internal and external. We’ll look closely at your existing customer journey and what you can do to improve this and achieve better performance.


My workshops are designed to be fun and interactive, and focus on both individual and team skills. Your course will be tailored to your business type and unique requirements, based on a brief that I’ll discuss with you beforehand. However, my overall aim will be to arm you with the knowledge and skills to provide a fantastic customer experience each and every time, with measurable outcomes so you can keep tabs on how you’re doing.


Like to know more? Get in touch today!

Contact me today to find out more about my sales training workshops and how they can benefit your business. You can call me on 01530 440 597, email hello@curetonconsulting.co.uk or complete my online enquiry form. I look forward to helping you build a better business soon!

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