Five ways to improve your customer's experiences
When veterinary professionals can connect with customers’ emotions, the payoff can be huge. In fact, a recent Harvard Business Review article showed that emotionally connected customers are more than twice as valuable as highly satisfied customers.
The customer experience is the most effective way to create an emotional connection. Check out these five ways that you can connect with your customer.
Make your client’s life easer with self-service. Your customers should be able to easily make appointments or check in online, order refill medication, and get quick answers to common questions.
Say no to phone trees and start answering your phone! The fact is that businesses that have their phones answered by a live person outperform businesses that use an auto-attendant. Not only that, 72% of callers who reach an automated answer will hang up without leaving a message. (Source: Consumer Reports)
Offer texting as an option for your customer.: In fact, texting has now become the the primary way Americans under 50 years of age communicate.
Hire and retain excellent staff members. Interpersonal skills, including the ability to connect with your customers and make customers feel special are invaluable employee traits.
Don’t forget the little things. Does you clinic smell and look clean? Does your staff look professional? Is your team smiling and happy? Is your staff listening and focusing on your customers? Do your customers feel appreciated and welcomed? These simple are very important to your customers. Make sure their experience is personal and friendly, every time.