Why Customer Convenience Matters
One of the biggest mistakes that executives and business owners make is to forget that they’re human as well. Software and AI are amazing, but they can’t understand the human experience. So, while you want to use data to inform business decisions, including making the customer experience easier, you also need to rely on what you would want as a human being. Do you ever feel frustrated when a website won’t load properly or fails to provide all the information you need? Maybe you find it fun when you’re wandering aimlessly around a retail store or a business building because you can’t find where you need to be. Do you think that being frustrated because it’s somehow almost impossible to just give a company money for services is a wonderful experience? Hopefully, you answered “no” to all of those. Your customers are exactly the same. The customer experience directly affects how likely your customers are to stick around to actually buy the product or service, as well as whether or not they’ll come back for more. If you make things as easy as possible for them, they will have a much better time. People are often willing to pay more for a smoother purchasing experience. Although it may be more efficient or cost-effective for your company to handle things in a way that inconveniences customers, it can lead to poor results. The goal should always be to make the customers happy. So, here are some ways to maximize customer convenience and satisfaction without hurting your bottom line.Mapping and Wayfinding
If you need to help your customers or clients navigate through a large area, such as a shopping center, a hospital, a business park, or even an outdoor zoo, then wayfinding software can be your best friend. This software essentially allows you to create a virtual map. This is useful for any visitors to your site, and can be used for many different types of properties. The right software should be convenient for you to tweak as needed, as well as for your customers and clients to use. Ensure your software is ADA-compliant wherever possible, making it convenient not just for able-bodied users but also for any customers with additional needs. You can also adjust the software to meet your industry’s specific needs.Make It Easy to Buy
Most people don’t want to part with their hard-earned money, so if you put more obstacles in their way, they are much less likely to actually follow through with their purchase. This applies to brick-and-mortar stores and online stores alike. There are several ways to make it easier for people to purchase your products. First, make it easy for them to find the products they want. While you want people to be able to browse and explore your products, there’s a difference between smart displays along a path and creating a literal maze that ends in it being impossible to find the checkout area. Use signage to point people to where they can find products and, more importantly, where they can complete their purchase.
Encourage impulse purchases wherever possible. On a website, this might be by offering bundles when people purchase one item, perhaps with a discount on a related item. In person, you can do this by putting smaller items near the checkout so people walk past them. They’re much more likely to pick them up and add another small purchase to their order.
Make sure that the checkout process itself is quick and easy for the customer. If you’re in a store, hire enough assistants to prevent an overly long queue. If you’re using a website for sales, then make sure that the website can process sales quickly and efficiently. While you want to gather people’s contact information for marketing purposes, consider adding a guest feature so people can buy things quickly.
