Customer experience
Customers are often treated as kings. One negative remark about the brand or service can trigger debate and tarnish the image of the business. However, it does not mean that business organizations need to score points and stay in the customers’ good books. The only thing you need to do is offer a perfectly comfortable and high-quality customer experience.
Investing in the quality of products and services will pay you much more in the long run. However, you need to design a customer experience that pulls buyers to your store and makes them only leave with a purchase. Good conduct is basic; however, the overall experience and vibe of the store are what matter the most. Triggers of negative customer experience can ruin everything, so watch them out.
Give an in-depth read to this article to explore and learn what can lead to bad or negative customer experiences and eradicate the causes for success and profitability.
Top 6 Triggers of Bad/Negative Customer Experience
Brands and businesses in this era thrive on positive customer experience and reviews. In the age of social media, customers can highlight businesses’ unfair practices and pile up their losses. At the same time, positive customer reviews can help you secure high foot traffic in stores. All of this can be achieved by avoiding the triggers of negative customer experiences.
Here are the major triggers of bad or negative customer experiences you need to watch out for to avoid a poor reputation.
1. Long Waiting Time
Long waiting time is the biggest trigger of poor and negative customer experiences you must watch out for. The customers do not want to get into long queues to complete their orders or purchase. It can make them question the importance and value of the product or service, and they might even give up on it. Designing customer service and experience which ensures instant checkout is necessary. Many organizations consult customer experience Dubai based experts to get personalized plans for their outlets and offer the best experience to their clients and consumers.
2. Difficulty in Finding Products
Difficulty in finding products is the next major trigger of negative customer experience. Labeling the products, making their categories, and including subs sections have become necessary for a smooth and enjoyable customer experience. Moreover, putting new launches, special editions, or sale items on display is the new norm. The customer should not have to roam around the store to find the specific products according to their need. Nobody likes to play hide and seek in a store, so manage the store plan accordingly.
3. Poor Understanding of Customer Needs
Poor understanding of customer needs is one of the major triggers of negative customer experiences you must watch out for. The customers may turn up with strange needs and requirements. On the other hand, they might not be able to explain their concern to the staff. In such cases, the staff must maintain calm and walk the customers through potential options. Misunderstanding regarding products or services can seriously taint the relationship between brands and customers, so you must have a clear plan to avoid that path.
4. Unresolved Queries
Unresolved queries are the next major trigger of poor customer experience you should watch out for. The staff at the outlets, as well as online, is responsible for listening to the customers’ queries and resolving them. For instance, if a customer walks into an outlet and asks a representative for a specific product, the representative is bound to bring it for them. If he/she ignores the customer to carry out routine tasks, it will negatively impact the customer. The attitude of the staff and unresolved queries can make customers visit another store.
5. Rude Staff
Rude staff is one of the bigger triggers of negative customer experiences you must avoid. The staff at stores and outlets is the representative of the brand. How they treat the customers highlights their value and importance to the brand. Rudely behaving with customers, not giving timely responses to their queries, or trying to degrade them in certain manners is totally unacceptable. Even if the customers are in the wrong, the staff should maintain their cool and resolve the situation without getting rude or angry.
Learn more: How Employee Engagement Drives Customer Experience
6. Too Much Automation
Too much automation is the last thing that can trigger a negative customer experience. The brands and businesses of the modern era are all about embracing technology and relying on automation. Robots and Chatbots have replaced human support agents to resolve queries. It may please the younger generation, but the older generations prefer human support. They might even leave the store without engaging with technological support. You can consult customer experience experts to find a middle ground and offer a perfectly enjoyable experience to everyone entering your store or outlet.
Do you need help with customer experience design?
If you face issues frequently, it is time to change your strategy. Get in touch with the professionals to redesign your customer experience and ensure to attract huge crowds to your outlet.
