When making a purchase, what influences your decision? Branding, design, familiarity? While these are all important factors, the best way to build a loyal customer base is offering quality goods and services. These tips will help you figure out where to improve and how to keep customers happy.
Track mistakes and invest in training
Before committing to quality, you must define what quality is to your company. Set standards and measure how closely your products or services measure up. When they don’t, figure out why and adjust accordingly.
This process becomes easier when everyone is on board. In order to provide the best possible experience to your customers, all employees must have a commitment to quality. Make it a part of your long term strategy. Provide training sessions and emphasize the connection between an employee’s performance and the success of the company.
Make small improvements to existing ideas
“Excellence is doing ordinary things extraordinarily well.”
This quote from John Gardner illustrates how to make your company stand out from the competition. It does not require additional features, the flashiest marketing schemes, or even a new product. All it takes is doing an ordinary thing exceptionally well.
So what does this mean? Consider Stephen Key’s story of developing the Michael Jordan Wall Ball basketball hoop. Other people were already selling similar toys. However, he found a way to make a wall ball basket more interesting than anyone else. Find a way to do this with your products and services.
Listen to your critics.
No one is happy to find a bad online review. However, customer complaints can be your greatest source of learning. People are telling you what they don’t like about your product, which gives you the chance to change it. If you pay attention to it, you can then improve, win them back, and bring in new business.
So, listen to what pain points exist in your customer journey. Then, adjust accordingly. Maybe customer service is unresponsive or the website is difficult to operate. Provide training to employees. Update your web design. Addressing the needs of your customers will show them that you care and will keep them around. The improvements will also help bring new people in.