4 Ways To Think More Like A Customer

We've all heard that “The customer is always right,” and we all agree that “The customer is king.” Pretty self-explanatory, right? As customers ourselves, we expect satisfaction, or we simply spend our money elsewhere. Years ago, poor customer service led only to casual complaints to family and friends. Today, however, with just a few keystrokes and a couple of mouse clicks, negative reviews are posted across the internet in seconds.

"The customer's perception is your reality. " ~ Kate Zabriskie

So, what happens when we move to the other side of the business/customer relationship? Unfortunately, many of us are so excited to put on our “owner” hats that we forget the customer is still king – we focus only on our bottom line and don’t consider the big picture. We’ve forgotten how to think like a customer.

Kind of ironic, when you realize we’ve been customers far longer than business owners. We have years of consumer experience and anticipate above-and-beyond customer service. So where did that go? The following four tips can get us back into customer mode and help us deliver the experience that our customers want.

  • Go where your customers go – What websites, blogs and social media groups do they frequent? According to author Tom Mann, “To catch fish, you need to find fish.”

  • Listen to your customers – Ask your customers to rate, on a scale of 0-10, the likelihood of a positive referral and why (or why not). This direct engagement shows your customers that you care about their experience and identifies what they value most.

  • Be your own first-time customer and visit your website – Can you quickly find what you need, or are you constantly clicking additional links? Is the content easy to understand, or is it full of confusing “techno-speak?” This can also be applied offline - experience your store or office like a first timer. How long does it take for you to be served? Is the staff helpful? etc.

  • Reevaluate your customer service – Imagine you’re a disgruntled customer. Is there an empathetic plan in place - both online and offline? Do you address the positive and negative comments quickly via telephone, email, live chat and social media?

Now ask yourself this – when was the last time you did any of the above? The good news is that you can start right now.

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