THE SMALL BUSINESS GUIDE TO

CUSTOMER EXPERIENCE

What is Customer Experience (CX)?

The way your customers perceive your business based on every interaction, start to finish.

The Happy Customer Impact:
  • 73% of companies with above-average customer experience perform better financially.
  • 86% of buyers are willing to pay more for a better customer experience. 

Businesses that focus on customer experience see an 80% increase in revenue.

72%

of customers who have positive experiences will share their stories with 6 or more people.

Watch these 4 stories of exceptional customer experiences our team can't stop talking about.

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The Experience Begins Online

Your website, social media pages or online listings are often the first encounter a prospect has with your business. Make it count.

88% of customers won't return to a website after a bad experience.

If your website has a poor mobile experience, 57% of customers won't recommend you.

If a website's information isn't up to date, 50% of people are likely to choose a different local business.

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52% of all internet traffic comes from mobile devices.

TRUEFALSE

CORRECT

You're right, this statement is TRUE!

Having a website that isn't optimized for mobile devices is a major turn-off for many customers.
 
Consider these stats:
  • It takes about 0.05 seconds for someone to form an opinion about your website.
  • If your website has a poor mobile experience, 57% won't recommend you.
  • Even worse, 50% will stop visiting your site, even if they like your products. 
 
Ensure your website is up to snuff by checking out our 2021 Modern Small Business Playbook.

 

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INCORRECT

Sorry, this statement is not false, it is TRUE!

Hard to believe that more than half of all internet traffic comes from people on their phones. But it's true, and your website's mobile experience matters more than you think.
  • 85% of adults think that a company’s website when viewed on a mobile device should be as good or better than its desktop website.
  • 38% of people will stop engaging with a website if the content or layout is unattractive.
 
Ensure your website is up to snuff by checking out our 2021 Modern Small Business Playbook
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What Makes a Great Interaction?

While the difference between a good experience and a great experience can be personalized to each customer, here's how to ensure you're providing the best experience possible:

Make it easy to find you

93% of consumers use online search to find local businesses.
 
Ensure customers can find you online:
  • Claim your Google My Business listing so people can find you in search and on maps
  • Make sure all of your online listings are consistent and up to date

Make it easy to do business with you

67% of customers prefer self-service over speaking to a company representative.
 
Ways to make it easier for customers to do business with you include:
  • Offer online booking and client portals
  • Accept all forms of payments including credit cards, ACH and contactless options
  • Let your customers communicate with you how they want to via SMS text messaging or on social media sites

Make your patrons feel appreciated

The top reason customers switch brands is because they feel underappreciated.
 
Show your clients you care by:
  • Send them promotional offers or gifts for their birthday or anniversary
  • Extend a personalized thank you after they make a purchase
  • Go the extra mile and take each experience to the next level

DID YOU KNOW?

According to Forbes, small businesses can achieve higher customer satisfaction by creating personalized experiences that large companies cannot achieve.
 
For example, employees should know their customers' names and take an interest in personal details, such as the names and ages of their kids.

$1.6 trillion

The estimated amount of money companies lose each year due to bad customer experiences.

People don't pay attention to online reviews.

TRUEFALSE

You're right, this statement is False!

In reality, 84% of people actually trust online reviews as much as their friends
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Sorry, this statement is not true. It is FALSE!

Hate to break it to you, but people actively seek out and trust online reviews. In fact, 72% of customers won't buy anything until they've read a review.
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WHAT DO YOU DO ABOUT A NEGATIVE REVIEW?

While you may focus on creating an unforgettable customer experience, sometimes you miss the mark. That can lead to negative reviews.
 
Don't panic, here are some ways to rebound from a bad review:

Respond

You'd be surprised how many people try to brush negative reviews under the rug. By simply responding to a negative comment you're showing your customers that their opinion matters.
 
In fact, 41% of customers say that when brands reply to their online reviews, it makes them feel that the company really cares about their customers.

Say You're Sorry

Acknowledge that your customer didn't receive the experience they expected and sincerely say you're sorry

If you don't feel that you did anything wrong in the situation refrain from being defensive.
 
Instead try to say something like, "We hate that you feel we missed the mark this time."

Be Genuine

We promise you this: Customers will notice if you copy and paste your "I'm sorry" from one post to another.
 
Take the time to understand their frustration and personalize your response to each individual situation. It'll pay off in the long run. 
 
In fact, people find that businesses that respond to reviews are 1.7x more trustworthy than those that neglect to.

Be Timely

Make sure you aren't leaving unhappy patrons in limbo. There is a short window to respond to reviews. 
 
The truth is, 57% of customers expect businesses to reply to online reviews within 7 days

TL:DR? Watch a Video Instead

Generate more reviews!

 

Click below for your FREE custom Google Review link

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