(BPT) - Does your customer experience meet your customers' expectations? According to PwC, it probably doesn't, as 54% of U.S. consumers believe the customer experience at most companies needs improvement. The stakes couldn't be higher because this same study also found that 32% of consumers will walk away from a brand they love after just one bad experience.
So, what's the secret to keeping people happy when they visit your business? Welcoming, comfortable, helpful environments.
The setting.
While many errands can be completed online these days, consumers still have to visit brick-and-mortar locations on occasion, and this can be a frustrating experience. According to a Waitwhile survey, Americans spend an estimated 37 billion hours each year waiting, whether it be in line at the bank, sitting in the hair salon or waiting at the doctor's office.
If you know your customers are going to wait, ensure they'll be comfortable when they walk into your business. Cluttered, cold or rigid furnishings can negatively impact individuals' mental health. In businesses such as medical or legal offices, this could exacerbate stress in visitors who are already in heightened states of agitation.
What to do: Set the right tone for your visitors by outfitting your reception area with high-quality furnishings from companies such as Steelcase that are functional, comfortable and reinforce how visitors should feel.
The amenities.
According to Deloitte, brands that excel at tailoring and personalizing customer experiences are 71% more likely to achieve stronger loyalty. So when your customers visit, be sure to appeal to their preferences.
What to do: Make sure you are providing snacks and beverages that are tailored to today's changing tastes. For example, 60% of Gen Z adults prefer iced coffee. That's why many companies are turning to Peel & Pour Pods by Java House to offer visitors a quick, convenient way to customize their favorite beverages, from barista-quality cold brew coffee and tea to hydration drinks and hot chocolate.
The service.
As PwC shares, "The employee experience is the cornerstone" of customer service. Human interaction matters more than ever, because even though AI and technology provide the convenience people request, 82% of U.S. and 74% of non-U.S. consumers still want to work with a real person.
What to do: For companies seeking to enhance their check-in efficiencies, consider kiosks like those by Meridian, which can be adopted across multiple industries. However, efficient technology can't stand alone. Ensure a human is nearby to welcome visitors and assist with navigating the technology if needed.
No matter the location, customer experience is only as good as the service provided. Elevate your visitor experience to create happy customers with a welcoming and comfortable environment, quality amenities, and convenient, accommodating service.
