Regardless of what type of business your small business conducts, customer service should always be a top priority. Research from PwC, a consultancy, revealed that approximately 42% of consumers would pay more for a “friendly, welcoming experience”. The report also estimated that positive customer experience could result in a price premium of up to 16%, which is a clear motivation for all businesses. With that said, we’ve highlighted a few ways that your SME can improve its customer experience.
Track Your Business’s Progress
Customer experience can often seem abstract and intangible. To address this issue, it is important to monitor the effectiveness of your efforts. One way to do this is to identify and track quantifiable measurements, also referred to as key performance indicators (KPIs). Ultimately, you want to identify data points that help you understand the customer’s entire journey. This can be difficult to isolate, so