Shep Hyken emphasizes the importance of making it incredibly easy for customers to do business with your company. He underscores that convenience is crucial for attracting and retaining customers, as well as gaining a competitive edge. Based on his research and insights from David Avrin’s book, Hyken offers several practical tips:
- Easy Returns and Changes: Having a hassle-free return or exchange policy builds customer trust and loyalty.
- Feedback Accessibility: Customers who take the time to provide feedback should find it effortless to do so, whether positive or negative.
- Accessible Contact Information: Ensuring that customers can easily find your contact details on your website or any communication increases satisfaction and reduces frustration.
- User-Friendly Website Navigation: Following Amazon’s lead, make your website intuitive and straightforward for users to navigate, compare products, and complete purchases.
- Simplified Payment Options: Offer multiple payment methods and prioritize the most convenient ones for your customers.
- Order Tracking: Keep customers informed about their order status and provide easy access to tracking information to enhance their experience.
- Efficient Issue Resolution: Provide self-service options and streamline the process for customers to resolve any issues they encounter.
Hyken concludes that creating a seamless and frictionless experience for customers not only boosts satisfaction but also makes your company the preferred choice over competitors.
