Memorable quotes often aren’t so memorable because when we try to remember them, we often cobble some form of the original quote in our head and go with that. Then, and often without any prior intention to seek out such item, will casually saunter into a gift shop one day and find that selfsame quote in a nice little frame, ready and waiting to be purchased and stuck on the wall.
Indeed, there are a whole host of quotes out there, some motivational, many inspirational, and some that offer reflection and a reminder of just how lucky we are to be here despite life having a habit of throwing a few curveballs at you along the way.
There’s one such quote by American writer Maya Angelou which has been paraphrased in many ways over the years, but which goes along the line of “People will forget what you said, but they will never forget how you made them feel.”
Feelings are important and the experience received is often valued just as highly as the outcome itself. When we receive good service, we’re far more likely to return, and giving your customers a good experience has come to gather increasing importance.
However, providing your customers with a good experience doesn’t necessarily mean being at their every beck and call, as on many occasions a less hands-off approach can do the trick.
Allowing your customers to access information they would otherwise need to request from you is a simple but effective way of enhancing their experience. Customers like options, and providing an Online Payment & Copy Document System is hugely convenient as it provides customers with an alternative method in obtaining the information they require. Giving customers this alternative option and the freedom to obtain such information 24/7 can be a game changer.
Now it may seem strange that the less interaction you have with your customers the happier they will be, but offering customers this level of direct access, and the opportunity to obtain the necessary information on a self-serve basis offers convenience, and in most cases proves to be far more efficient for both parties.
With the rapid increase in self-service technology in all aspects of our lives, there is a growing expectation that the information required should be instantly available and research shows that around 70% of customers expect a website to have some form of self-serve option. Therefore, by offering self-serve options, you are meeting customer expectations and that’s a tick in the box for you when it comes to future interactions.
Most customer satisfaction surveys find that customer experience is fast becoming the number one priority when it comes to interactions. Digital marketing firm Econsultancy recently commissioned a study which found that customer experience was fast becoming the number one area of investment for service industry firms. It found that 86% of customers were willing to pay more for a better customer experience while 65% said that good experience with a company or brand was better than memorable advertising, and three-quarters of those surveyed said that customer experience was an important part of purchase decisions.
Generating those positive feelings is the key to happy customer relations and a happy customer is a frequent customer. Remember, it is how you make them feel which will make them come back to you.
“People will forget what you said, but they will never forget how you made them feel” by Maya Angelou is true to the above, but let us know in the comments below your favourite quote and by whom.