October '15

For the Business of Apparel Decorating

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Page 78 of 118

74 || P R I N T W E A R O C T O B E R 2 0 1 5 CUSTOMER SERVICE Regardless of the size of your business, the customer experi- ence is one of the most critical components of your success—or failure. A positive customer expe- rience can help your company by: • BUILDING PRODUCT VALUE. You can charge more when you deliver a better experience. People will pay for conve- nience, accuracy, lack of confusion, and quality. • MAKING YOUR JOB EASIER. A strong customer experience and journey means every transaction will be more organized. • ENHANCING PROFESSIONALISM. No matter how large or small, your cus- tomers will know they are working with a business and industry professional. • BRINGING CONSISTENCY. Jobs will be completed more accurately when a con- sistent customer plan is in place. Here are a few things outside of the actual ordering process you can consider improving upon to enhance your overall customer experience: • How you answer the phone • Voicemail greeting • Email signature • Marketing materials • Advertising • Business cards • Sales orders, invoices, and receipts • In-store greetings and goodbyes • Email marketing • Website design and layout • Payment processing • Artwork submission • Product delivery • Thank you notes • Post-sale surveys

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