It’s not just the quality of your products that impact how your customers think about your company. That might be the most influential factor, but it’s the only one. Your overall branding, your customer service, and attention to the small details also play a big role. Indeed, there are companies that have great products that struggle to retain customers all because of easily-avoidable mistakes that damage their reputation. In this blog, we’re going to run through five key factors that’ll ensure your customers have a great experience with your brand.
You don’t need us to tell us that a company’s website is important. You’ll know it from your own experience of using the web. You wouldn’t feel all that good about a company if its website had an outdated design, was full of spelling and grammatical errors, and had low-quality photos. You’d think twice about giving your money to that business. So when it comes to your own website, make sure it’s watertight, in line with modern standards, and all-around serves your brand well. You don’t need a groundbreaking website, just a clean and well-designed one.
Social Media Presence
A company’s social media presence can, at the extreme end, make or break its brand. A brand that shows that they’re out of touch will quickly lose customers, while one that clearly has its finger on the pulse and delivers top-notch content will reach a much larger audience. There’s no getting around the fact that it can take time and effort to put together a robust social media strategy, but it’s worth doing. If you’re unsure of what to do, then look at hiring an external agency to do the job for you.
Upfront and Honest
You can see why some businesses try to use sneaky fees and other hidden costs to get more money from their customers. After all, it’ll boost the bottom line. However, it really only has a short-term benefit. You might get more money from your customers once, but they won’t come back — and a business that has zero repeat visitors will have a bleak future. The best solution? Just be as upfront and honest as possible. People will always respond to this type of behaviour!
The Delivery and Packaging
Your job isn’t done when you’ve made a sale. The job is done when the customer is happy with the package they receive. Some companies package their products in generic packaging, but this is a little cold — and certainly doesn’t make a positive impression. Whenever possible, look at branding your packaging. This is easy enough to do with flow wrapping, which will also ensure that goods arrive safely and in one piece. You can take things even further by including a handwritten note of thanks inside the order.
Available to Talk
Finally, remember that while it’s easy to deliver great service when everything is going well, the real test is when something goes wrong. The best brands invest significantly in their customer service so that there’s always someone available to talk to when a customer needs it.