The Secret to Happy Customers? In-person Considerations That Matter

Does your customer experience meet your customers’ expectations? According to PwC, it may not be, as 54% of U.S. consumers believe customer experience at most companies needs improvement. The stakes couldn’t be higher because PwC also found that 32% of consumers will walk away from a brand they love after just one bad experience.

So what’s the secret to keeping customers happy when they visit your business? Welcoming, comfortable, helpful environments.

The Setting.

While many errands can be accomplished online these days, there are still plenty of times consumers have to visit a brick-and-mortar location, and it can be a frustrating experience. According to a Waitwhile survey, Americans spend an estimated 37 billion hours each year waiting in lines, from doctors’ offices to banks.

Ensure that your customers are comfortable when they walk into your business. Cluttered, cold, or rigid furnishings can negatively impact individuals’ mental health. In businesses such as medical or legal offices, this could exacerbate stress in visitors who are already in heightened states of agitation.

What to do: Set the right tone for your visitors by outfitting your reception area with high-quality furnishings from companies such as Steelcase that are functional, comfortable, and reinforce how visitors should feel.

The Amenities.

When your customers visit, be sure to appeal to their preferences. According to Deloitte, brands that excel at tailoring and personalizing customer experiences are 71% more likely to achieve stronger loyalty.

What to do: Tastes are changing, so provide a variety of snack and beverage options for your visitors. For example, 60% of Gen Z adults prefer iced coffee. That’s why many companies are turning to Peel & Pour Pods by Java House to offer visitors a quick, convenient way to customize their favorite beverages, from cold brew to hot chocolate.

The Service.

As PwC shares, “The employee experience is the cornerstone” of customer service. Human interaction matters more than ever, because 82% of U.S. and 74% of non-U.S. consumers want more of it in the future.

What to do: For companies seeking to enhance their check-in efficiencies, consider kiosks like those by Meridian, which can be adopted across multiple industries. However, efficient technology can’t stand alone. Ensure a human is nearby to welcome visitors and assist with navigating the technology if needed.

No matter the location, customer experience is only as good as the service provided. Elevate your visitor experience to create happy customers with a welcoming and comfortable environment, quality amenities, and convenient, accommodating service.