Three tips to help your small business deliver outstanding customer experience

CX, success, personal experience

Customer experience (CX) is different for every organisation, but the size of the company doesn’t change the fact that it’s important to get it right from the outset. Customers won’t settle for mediocre and will take their business elsewhere if their needs aren’t being met.

Small businesses need to think about their customer service strategy and how to best use CX technologies to achieve their goals; while many small businesses don’t think about this from day one, they should, as the long-term impacts can make a difference when compared to competitors.

Here are three tips to help your small business deliver outstanding customer experience and make an early impact:

1. Get the fundamentals right first

Earning loyalty from customers is crucial, and a positive interaction with your small business can help you to earn their confidence and begin to build life-long relationships.  It’s important to get leadership on board immediately, so that customer service is at the core of everything the business does. Having a senior leader focused on weaving customer service into the company’s strategic roadmap and business objectives can ensure that it’s always top of mind and comes through in everything you do.

Then, it’s about focusing on efficiency for your customer service team, to ensure that you get the best out of them through every customer interaction. Setting up your business to incorporate advanced workflow capabilities – and checking their progress – helps to improve collaboration, reduce errors, and enable rapid response, starting you off on the right foot from the outset.

2. Set your support agent up for success  

Equipping your support agents with the knowledge needed to deliver outstanding customer experience is critical to the success of your CX strategy, so ensure your business makes agent training a priority. Consider developing a tiered training plan that covers the basic technical skills as a starting point, including product knowledge, before progressively advancing agent knowledge at regular intervals. 

In addition to providing your agents with the education and training they need, small businesses should look at having one unified hub that connects all systems and data sources for their CX needs. This gives agents access to valuable customer information that goes beyond just the customer’s name – such as details about their recent purchase, for example – which they can immediately use to improve customer experiences. It will also empower them to deliver high-quality results with ease.

3. Evaluate, streamline and scale  

It’s impossible for small companies to offer high-quality customer experiences if their agents are bogged down by cumbersome workflows or inefficient processes. To match the high-quality experiences of a much larger team, small businesses should look at identifying, automating and optimising workflows that can help free up agents’ time and improve performance.

Scalability is also a key consideration for small businesses that often operate with limited resources. Find a support solution that works out of the box but can be easily customised to address the unique needs of your business and customers. 

In addition to asking for feedback from agents, small businesses should look at regularly tracking and assessing performance across their customer touchpoints to help inform where they can improve their customer experience. 

Ensuring that you’re building strong foundations for your small business by considering your CX goals from the start is important. Then growing from those experiences by having leadership on board, empowering agents and evaluating carefully and applying feedback on customer experience will ensure that customers keep coming back. By ensuring CX technologies are implemented early and effectively, you’ll be able to deliver outstanding customer experience every time, creating loyal customers along the way who will return time and time again.