13 Positive Customer Service Examples
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A customer's experience with your business can affect whether that customer returns to do business again in the future or refers your business to others. A good experience can turn new customers into repeat customers and create a positive brand reputation. Learning some common examples of how to improve your customers' experiences can be beneficial for both them and your business. In this article, we discuss the definition of customer experience and provide 13 examples of good customer service.
What is the customer experience?
The customer experience is the quality of service a customer receives during one or multiple interactions with your company. In a physical store, this might include interactions with salespeople and the ease of shopping and checking out. It could also refer to a one-time experience, like calling a customer service department for updates on a purchase or asking a question on a website for the first time. Each time a customer engages with your company or brand can affect their perception of the service you offer. A positive customer experience can result in customer retention, loyalty, referrals and increased sales.
13 customer experience examples
There are many ways you can ensure your customers have a positive experience when interacting with your company. Here are several examples of how you might create a good customer experience and why it's important:
1. Treat employees like customers
Your employees are the people who ensure your customers have a positive experience, so it's important that they are happy themselves. Similar to customers, you want your employees to return to shop with you and refer their friends and family to your business. Happy employees may believe in your company and mission and communicate that to the customers as they interact with them. Customers may appreciate this authenticity and enthusiasm, and it can also build customer trust as they repeatedly experience positive interactions with your company.
2. Get immediate feedback
Customer feedback is important because it gives customers the opportunity to provide their thoughts about their experience immediately after shopping, which can help you receive honest suggestions for improvement. Surveys on receipts or emails after purchases can help target the exact part of the experience about which you want to receive feedback. For example, a survey about a checkout line could ask customers to rate the friendliness of the cashier, speed of checkout and the cashier's ability to answer any questions. This shows that your company wants authentic feedback, and customers may feel involved in improving the customer experience.
3. Show change from feedback
Implementing the suggestions you receive shows you're listening to customers and willing to make changes. For example, if you open earlier one day a week and receive comments from customers wishing that your store opened earlier every day, you may try to accommodate that.
Sometimes, companies also advertise actual customer feedback along with their response to show an understanding of the issue. For example, if customers frequently request more lighting in a restaurant and the owners invest in doing so, they might promote how they made a change according to their customers' wants. This can make customers feel their recommendations are important to your company.
4. Individualize your approach
Though many of your customers might have similar interests, each can have different personal preferences. Individualizing your contact or marketing strategies can show you're sincere in your communication with customers. For example, email campaigns that populate first names or recommend products based on purchase history are two ways to customize your approach that can help each customer feel recognized and important.
5. Engage on social media
Customer experience can occur even when customers aren't shopping with you. For example, how you interact with customers on social media can contribute to their overall experience and encourage them to become loyal followers of your content. You might also offer additional content on social media that doesn't directly promote items, which can establish a more personal relationship.
Similarly, social media is a great place to conduct surveys, get immediate feedback and showcase possible business ideas before formally committing. It's a good practice to respond to comments and interact with customers through livestreams or direct messages to show your commitment to addressing their questions and concerns.
6. Use technology
New technology can provide experiences that interest customers while also assisting them with their purchases. For example, using artificial intelligence for chat robots can address customers' immediate needs if they're engaging with your website. Technology can also help you when individualizing your marketing through algorithms and formulas.
New technology, like augmented reality, also can allow customers to see products in their own environment. For example, a furniture company may have an AR application that allows customers to take a picture of their living rooms, upload them to the application and insert images of the couch that appears true to size as if it's actually in the living room. This service is highly convenient and can help customers visualize your product in their environment and make the right purchases.
Related: What Is Artificial Intelligence?
7. Enhance the digital experience
A customer can have an exceptional experience overall if each channel they interact with provides the same high-quality service. This might mean having an easy-to-use website, regularly updating social media accounts with entertaining and informative content and creating advertisements that engage customers. If you're advertising products on social media, it's important to let users know how to reach the website to make purchases.
8. Show appreciation
Customer appreciation is a great way to provide a positive customer experience. You might consider formal loyalty programs, like offering bonuses for every referral, or time-based appreciation, like a thank-you message and a discount code after three purchases. This can make the customer feel welcome and appreciated, and incentives like these can often result in repeat sales.
9. Increase convenience
If a customer knows what they want, they might appreciate the ability to buy it quickly and easily. Reducing the number of clicks on a website or providing easy pickup methods are two ways to increase convenience for the customer. The next time a customer is in a hurry, they might remember the simple and pleasant shopping experience with you and return in the future.
10. Increase flexibility
Flexibility with your policies and strategies is essential for a positive customer experience. For example, an extended return policy or the willingness to take merchandise back without questions can make a customer feel more confident and secure about future purchases. Similarly, you might adjust discount policies or email campaigns based on customer response. Adjusting this can help both increase your sales or engagement and provide customers with the experience they want.
11. Interact with games
People might enjoy playing games with rewards while shopping with your company. Activities like punch cards that result in a free product after a certain number of punches can encourage customers to return and obtain the rewards. You can also increase excitement with higher-reward prizes for games that might be more difficult to win, like high-point reward systems or bingo activities. These can recognize loyalty and provide a fun experience for customers.
12. Act like a friend
Acting like a friend may refer to talking to customers in plain language or being accessible. Although automation and other technology tools can provide convenient services, human interaction can encourage a more genuine relationship between you and your customers. Simplify and clarify your language and service options to describe what you offer without unnecessary information. For example, describing a piece of clothing as high quality with fabrics that can endure any weather might translate to long-lasting. Simple and clear messaging can help customers better understand your products.
13. Create events
In-person or even virtual events can help you and your employees engage with your customers. Events can also provide a way for customers to meet each other due to their shared interest in your brand. You can use these events to both entertain and inform customers, which can create a meaningful customer experience. These events can offer exclusive sales while showing customer appreciation, both of which can benefit customers.
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