As the largest Australian-owned coworking space, with 8 locations and over 3000 members, Hub Australia has always put the customer experience of their members above all else.
Creating an amazing customer experience rests on 5 pillars that weave their way through every part of a business – as an entrepreneur, manager, or owner, you should always be visiting these pillars to make sure you’re still on track.
1. Belief
The first step is authentically believing your organisation can and does make a real difference in customers’ lives, and great things are possible in the future. If you’re unsure about the motivations of your business, everything is at risk.
2. Process
Design and follow a process based on achieving results for your customers, and put them in the centre. Regularly talk to customers, staff, and industry partners to discover what matters to them, and identify patterns in their needs and wants.
Listening to your customers and clients is one of the most important parts of any successful business.
Read more: 5 Steps to Growing Your Team
3. Deliver What You Promise
A holistic customer experience should be simple, satisfying, and realistic for your business to deliver.
Don’t rely on customers to tell you what the experience should look like unless you’re actively researching and adapting. Ensure you always design processes and experiences to meet their needs, and make them as robust as possible.
Being trusted means you need to make sure your customer expectations need to consistently be met
4. Never Stop Testing
Test your customer experience to ensure it works for every one of your target audiences. Plans and theory only go so far – once delivered, make sure you keep refining the process and always look for ways to improve.
It’s important to recognise that you can never decide if a customer’s experience is outstanding – the customer is the only one who can tell you.
5. Celebrate
Success is always worth celebrating! Whether it’s internal or external milestones, celebrating is a fantastic way to build and enhance your organisation’s culture.
Celebrating sales milestones also helps your customers feel validated – they know they are part of a larger group.
Read more: How to Plan for Business Growth
The most important step is to constantly revisit these steps – schedule time in regularly to make sure you are not letting your business let their customers down, and always be looking to improve.
