Tips for Event Professionals Tips for Venue Owners

Creating an exceptional Customer Experience

Creating an exceptional Customer Experience

“Sales without service is like putting money into a pocket with a hole in it”.

 

As a venue owner or event planner improving customer experience is something you need to concentrate on to achieve long-term business success. In this post, we share with you the basics to understand what Customer Experience (CX) is and how to put it into practice to improve positive results.

 

What exactly is Customer Experience?

It refers to the overall customer journey or as Forrester Research defines it: “How customers perceive their interactions with your company.” Customer Experience intends to build long-term relationships between your business and your customers.

 

Is Customer Service and Customer Experience the same thing?

Customer Experience is the sum of all the interactions a customer has with a business and its products or services, and unlike customer service which concentrates merely in solving doubts or problems Customer experience goes beyond, creating a holistic approach.

The main goal of Customer Experience is keeping the customers happy, being responsive to their needs and wants.

 

How to create the best customer experience?

Customers are always hungry for more and your business should strive to go beyond and exceed your customer’s expectations.

Here is a list of things you must provide your customer with to create the best customer experience and turn a one-time customer into a lifelong repeat customer.

  • Create meaningful and memorable experiences

It is important to satisfy guests’ five senses at any event. Insure your service and business leave a good impression on the clients themselves and people attending.

You must know that what you are selling is the experience rather than a venue or organization service. Be sure to know what the client wants and fulfill their wishes.

  • Make them feel good about doing business with you.

Take the time to really get to know your prospects needs and motivations and what’s important to them. Solve any need or problem/concern they may be having.

A good customer experience means that the individual’s experience during all points of contact matches the individual’s expectations.

Customers return if they believe in your products and your services and as people like to share their good experiences, customers will share the positive feelings with others: family, friends, social media; creating a Word-of-mouth advertising, which is one of  most effective advertising you could have.

  • Involve customer at different levels

Involve your customer in a rational, emotional, sensorial, physical, and spiritual level.

People use logic to process the information they receive but it is emotion that drives our decision-making and actions, and these, in turn, are driven by our desires and aspirations. Recognize these emotive factors in every client and work towards them.

The more time you allow your business to prepare for this and really get to know who your customers are then the more effective your sales and marketing will be in the future.

stillwatermeadow - Creating an exceptional Customer Experience
Credit: Stillwater Meadow

Once you have worked on these tips be sure you’re measuring the impact of your actions. Gather quantity and quality data that allow you to evaluate the results and show the weaknesses in which you still have to work.

Will you act today?  Leave your comments below 🙂

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