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How and Why You Should Improve Customer Experience

Posted August 31, 2021 by EnerBank USA

How and Why You Should Improve Customer Experience

In today’s highly competitive market, getting ahead and staying ahead means providing more than just good customer service. You need to provide a great customer experience. This encompasses every point of contact a customer has with your company, from the moment they become aware of your services, to the end of a project, and everything in between.

Having a refined customer experience plan in place could be one of your greatest marketing tools. According to PricewaterhouseCoopers, 65% of consumers said that previous positive experiences are much more compelling to them than advertising when it comes to selecting a good or service. Unlike a customer service department, every member of your team will most likely have a touchpoint in the customer experience. Here are some of the items you should keep in mind to when working to improve their customer experience.

Have a Visible Internet Presence

People can’t hire you if they can’t find you. With so many people conducting their search solely on the internet, it’s important to have some sort of presence online. This could be a website, social media, reviews (93% of consumers say online reviews influenced their purchase decisions, so make sure you’re monitoring and responding to those), or something else that comes up when people run searches for what you do. Once they discover your business, a homeowner needs to know the quickest way to get in touch with you and should be able to navigate your website quickly and easily. The more streamlined this process is, the better off the customer experience will begin.

Show Your Human Side

One of the biggest complaints that consumers have when dealing with companies is when their interactions feel automated or like they’re talking to a robot. It’s okay to insert a little personality into your marketing materials, customer communications, and services. This can help make you more relatable and start nurturing the relationship with your potential client right from the beginning. If a customer likes you and the services you provide, they’re more likely to use you again or refer you to others.

Provide Superior Service in all Aspects

This one is obvious, however, studies have shown that 86% of consumers will pay more for a service if they or someone they know has had a previous positive experience. Even if things go wrong, you can still make sure you leave the homeowner with a positive impression. We know you can’t always prevent or foresee some issues during a home improvement project. However, you can ensure you’re available to answer questions or concerns in a timely manner. Find ways to go above and beyond when projects are stalled to help the homeowner however you can.

Pick the Right Partners

You can’t do it all on your own. So whether it’s hiring a subcontractor, a temp worker, a financing partner, or more, you need to pick partners that you can trust to treat your customers the way you do. If you know they’re capable of handling every step of the experience how you would and share the same values as you when it comes to business, you can rest easy and focus on your portion of the job, ensuring your customer is getting the home of their dreams.

So, What Does This All Mean?

Now you may be wondering how you can improve your customer experience. Surveys are one of the easiest ways to collect information from your customers. They can include both what you did well and what you can improve. Keep it short and concise — think five minutes or less — to ensure as many people as possible will take it. Ask basic questions such as ‘what did you like’ and ‘what did you not like’. It may be helpful to split the survey into different touchpoints. For example, after the initial sales pitch and once the project is completed. A great way to get people to take your email survey? Give it a great subject line. 35% of people open an email based on the subject line alone.

How Can Regions | EnerBank Improve Customer Experience?

With ExpressSystem, we make the process of home improvement financing quicker and easier for both you and your customers. This is a key component of the customer experience and also helps to grow your business. Financing can be approved quickly, sometimes when you’re still in the customer’s home, helping you start and finish projects sooner. This can help you boost your close rate, increase job size, reduce cancellations, increase referrals, and more.

We go above and beyond to ensure that both you and your customers are well taken care of throughout the process. From your own dedicated relationship manager who knows your field to our resolution department who can assist with any issues to customized loan programs to fit the needs of you and your customers, you can trust you’re in good hands.

Want to learn more about the loan programs we offer? Fill out the form or visit our website.


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