A business’s customer experience is an important indicator of its overall success. Your customers are the cornerstone of your company, and should be treated as such. If they are not satisfied with their experience, they are likely to take their business elsewhere.

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Thankfully, you don’t have to break the bank or hire a customer service representative to please your customers. Below, the 12 members of Granthshala Expert Forum Shared some low-effort but effective strategies to improve your customer experience.

1. Go through the experience yourself

Take a look at the customer experience yourself and ask yourself these questions: Would I buy this product or service from this company? Was my experience simple and seamless? What obstacles or disappointments did I face? What can I/we do immediately and long term to improve the customer experience? Then take action! – Jenna Heinrichsen, Advanced RPO

2. Treat Customers Like a Celebrity


We have found that a culture focused on treating customers like celebrities is very effective in building relationships and strengthening relationships. Establishing this approach as an ethos versus an initiative is important from a scalability and effort standpoint. Trust and let people create exceptional customer experiences at each touch point without having to manage the specific moment and outcome. – jacob kupitzky, HCT Executive Interim Management and Consulting

3. Listen to Customer Feedback

Mostly, your customers are already telling you the things you need to know, whether through direct feedback or from your feet. As a leader, it’s important to listen to that feedback, act on it, and let them know that you heard them and acted on it. Start with small wins. Ask yourself, “What can I improve on today?” And go for it. – Austin Woodward, Taxbit

4. Provide a Digital Experience

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Giving consumers the option of delivering a digital experience when they want and being able to talk to a human when they want is a simple yet powerful dynamic. It doesn’t usually take a huge lift. – Chris Heller, OJO Labs

5. Thank you for their business

I suggest organizations get back to the basics of customer service excellence. A simple “thank you for doing business with us” goes a long way with customers. Another way is to take the time to listen to customers’ stated and unsaid needs, learning to tap into them from an “at your service” perspective. This will increase customer loyalty as well as the bottom line of the company. – Nicolette Barrett, iRock Development Solutions, LLC DBA iRock Resume

6. Take the Extra Effort

“Happy Employees Deliver Happy Customers” is based on hard facts; It makes money. If your leaders get 10% better in simple everyday actions that motivate and engage their people, it can get 30% more effort than 60% of people, and for free! That extra effort can then be focused on providing exceptional customer service, not just customer-facing staff; This is needed by everyone. – Chris Roebuck, just success

7. Prioritize Client Buy-in

Client buy-in is essential when moving any type of customer experience, regardless of the type of industry. This is especially true for more technical products that require specialized training to implement, use and interpret. In the vast majority of cases, customer experience is the product for SaaS companies. – Anthem Blanchard, herasoft

8. Take Feedback From Every Conversation

Every touch point counts, so get feedback for every interaction. You can’t improve what you don’t measure, and without feedback, you’re going blind. Start measuring to understand what matters in each step. If you don’t drill-down on your Net Promoter Score, you won’t know why your advocates root for you, why some are customer neutral and what should be your top priority to reduce churn. – Sumit Aneja, voxco survey software

9. Provide a Personalized Experience

People, not technology, are most important in meeting customer needs. When polled, consumers say the top reason for their (customer) irritation corresponded to “not being able to talk to a real person”. Therefore, the ability to attract the right talent to drive change and meet customer needs is critical. It’s the body, not the bandwidth, that makes the difference. – Brooke Selas, B Square Media, LLC

10. Give a direct seat to the customer

A recommendation that works in my experience understanding the dynamics between the customer/consumer experience with minimal effort is to allow the customer a direct seat at the table with the board or business leadership. We have moved away from the “customers are always right” model, but we are not going to move away from the “solve the customer’s problem with our best product” model. – Michael Davis, Merek Security Solutions, LLC

11. Receive and analyze each touch point

Receive and analyze each of your consumer’s touch points at the “virtual” and “real” levels. What information is being exchanged and what experiences are being conducted at each of these touch points? Is the experience in line with both the company’s brand value and mission statement? How easy is it for consumers to communicate with you? What has been the most frequent category of communication? – Vip Jaswal, VM Inc.

12. Supplement Existing Support With External Tools

There are plenty of external tools that can help complement existing customer support pipelines. Replacing people with tools is likely to hinder the customer experience, but can help fill gaps such as long wait times or working hours for people to get immediate feedback when tools are not available. – Noah Mitsuhashi, noahmitsuhashi.io