What is an excellent customer experience like and how do you strive for it in every customer meeting?
There is a great deal of talk about excellent customer experiences. And that is no wonder, because it is ultimately up to the customer to decide where to buy or not to buy a product. This is why the customer experience and its development is one of the most important tasks of a company. We will now share how Nokeval sees the customer and how we develop the customer experience.
There is a great deal of talk about excellent customer experiences. They can also be defined in many ways. In my opinion, the customer experience and its development is one of the most important tasks of a company. That is because it is ultimately up to the customer to decide where to buy or not to buy a product.
“I believe that the best and most constructive feedback is given during the encounter itself.”
The customer experience can be measured, but I believe that the best and most constructive feedback is given during the encounter itself. At best, an excellent customer experience creates a deep trust and partnership between the seller and buyer. What I believe a great customer experience is, and how I strive for it in every encounter, more on that next.
A good customer experience is considered to be based on creating added value for the customer. In essence, this is what trading is all about. The customer has a problem, whether they are aware of it or not, and it is up to the seller to solve it. An even better result is achieved if the seller manages to surprise the customer!
At the end of the day, it is these elements that create value for the customer that make them buy products and services now and in the future. It is essential to integrate the customer’s wishes into the different stages of the sales process.
Progress ends with satisfaction, also in sales
In sales, I often ask myself: what could I do better?
It is said that progress ends with satisfaction. I do not believe that this is a bad saying at all. As a former competitive athlete, I have a burning desire to improve myself and the way I work. Asking for feedback from customers is the key to success in this. At best, an open and honest dialogue helps both the person giving the feedback and the one receiving it. Humility and a willingness to learn are important skills for a salesperson.
Know your customers and their daily lives
One of the cornerstones of a superior customer experience is understanding the customer. Caring about your customers and genuinely wanting to help them develop their business are some of the most important characteristics of a salesperson. Ultimately, the customer is the only person who can fire the whole company.
“A company’s existence depends on the success of its customers.”
A company’s existence depends on the success of its customers. Trust and deeper partnerships are built through mutually beneficial solutions. When trading is fair and honest, it benefits both the customer and the seller.
Selling for the sake of selling should be a thing of the past. As the salesperson works to help the customer with their business, they are fulfilling their most important role in the company they represent. A sincere desire to help is bound to pass on to the customer.
“A sincere desire to help is bound to pass on to the customer.”
Let’s engage with people as people – allow your personality to shine through
The role of personal service is highlighted in the digital world. The COVID-19 pandemic, if nothing else, has taught companies to engage with customers through multiple channels. The challenge of remote meetings is how to create the same emotional impact as a face-to-face meeting.
“The challenge of remote meetings is how to create the same emotional impact as a face-to-face meeting.”
Rare are the people who enjoy memorized mannerisms, impersonal emails and product pushing. The same rules apply to customer relationships as to any relationship. In personal relationships, the salesperson represents themselves, while in customer relationships, the salesperson represents the company they represent. This generates a great responsibility. One encounter gone wrong can cause a serious dent in a company’s reputation, and in today’s world, information travels fast. By humanizing encounters, by being a person to a person, situations like these can be avoided. Everyone makes mistakes – it is only human.
Emotion, presence and caring are things that machines cannot replace, at least not yet. If a machine could provide a customer experience equal to or even better than that of interacting with another human being, I would no longer be needed. We all have certain basic needs. People want to be heard and seen.
I believe that an excellent customer experience is very much built on emotion. These needs cannot be met by a cold-blooded algorithm, at least not yet.
A good work community is communicated to the customer
If the company has done its homework carefully and the staff are happy, this will have a positive impact on the customer.
It all starts with the well-being of the company’s internal customers – its employees. Achieving this is not only the responsibility of the supervisors, but of every member of the work community. A strong organizational identity and team spirit are also communicated to customers and are likely to add value to the customer experience.
At Nokeval, we work uncompromisingly to serve our customers. The customer is the foundation of our work. We want to support our customers in making their business smart and responsible. We are committed to an unwavering pursuit of a sustainable end result that satisfies all the parties concerned. These elements make for an excellent customer experience.
“At Nokeval, we work uncompromisingly to serve our customers. The customer is the foundation of our work.”