What makes a customer happy? You would think that the problem would not be that difficult to solve, except that there are very different personalities in this world. What makes one customer happy does not necessarily make another customer happy. Trying to solve this CX (customer experience) conundrum is likely to drive you insane. There are multiple solutions available on a commercial level, but before you can even utilize these CX industry solutions, you have to figure out, at the very core of every customer, what makes them happy.

Price

Ask anybody what makes them happy when they are making a purchase, and the answer is, almost universally, "price." People, including yourself, no doubt, want something as close to free as they can get it. The better the price, the better the deal, and the better the deal, the happier customers are. So, a CX solution here is frequent sales, stackable coupons and discounts, and the occasional free item for purchase of equal or lesser item.

Products Are Quick and Easy to Find

If you took every last product your company sells and threw it into a giant bin, how easy would it be for customers to find what they want? It would not be very easy at all. Now think about your website.

If the customer cannot use the search engine to find a product in the least clicks possible, do you think that he/she will spend more than twenty minutes continuing to look for it on your website? Probably not. He/she will look for another website/company that sells a similar product and is easier to find. A CX solution here is to overhaul your website so that customers can get in, find what they want, and get out, just like brick and mortar store.

Simple Returns and Excellent Return Policy

Nobody likes to return something that does not work or does not work out. However, returns are part of the industry. A "no excuses needed" is the most popular type of return policy, yet very few companies practice it.

Customers want to know that they do not have to justify a return and that they can easily return a product multiple ways. They should not have to send back any products on their own dime, either. Provide shipping labels and extra receipts or invoices with clear return instructions in the box or packaging so that customers can send things back. It also helps if you have a drop-off location established for returns.    

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