A few years ago, I attended a technical conference where vendors showcased their products at booths. On the last morning, the show was noticeably quiet. As I approached one vendor’s booth, I remarked, “Pretty quiet this morning, isn’t it?”
The vendor’s response? “Nice, isn’t it?”
I was stunned. How could someone invest in a booth, hotel, and travel expenses and be pleased about the lack of visitors? It reminded me of a store manager claiming an empty shop is ideal—no customer complaints, no restocking shelves, no handling returns. But also, no revenue.
It’s easy to forget that the customers who challenge us are the ones who keep our businesses alive. How often do you sigh when an email pings or brush off a client’s concern because it’s inconvenient? I’ve been guilty of it myself. But focusing on our experience instead of the customer’s experience is a misstep.
Your business thrives on customer engagement, not on quiet moments. An empty store isn’t a victory—it’s a missed opportunity. Instead of avoiding customer interactions, create an experience that draws people in and inspires them to spread the word. That’s the heart of word-of-mouth marketing, as I’ve explored in my post on why a customer’s experience matters.
Here are three key tips to help you improve your customers' experience.
Personalize Every Interaction
Customers want to feel valued, not like another transaction. Tailoring their experience builds loyalty and sets you apart.
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Know Your Customers: Use your CRM to track preferences and past interactions.
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Offer Custom Solutions: Suggest services that match their specific needs.
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Follow Up Thoughtfully: Send a quick, personalized note after a purchase or meeting, referencing their unique situation. A simple “Thanks for discussing your goals” goes a long way.
Streamline Support for Quick Wins
Nothing frustrates customers more than unresolved issues. Fast, reliable support turns complaints into opportunities.
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Provide Easy Access: Add a clear FAQ page or live chat to your website.
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Resolve Issues Promptly: Train your team to handle concerns within 24 hours.
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Be Transparent: If there’s a delay, communicate honestly. Customers appreciate updates over silence, as I’ve seen with clients who retained trust through open communication.
Go the Extra Mile to Delight
Small gestures can create memorable moments that customers share with others, driving organic growth.
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Show Appreciation: Send a thank-you note or small discount after a purchase.
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Exceed Expectations: Deliver ahead of schedule or include a free resource.
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Create Shareable Moments: Design experiences worth talking about, like a unique onboarding process.
Make Customers Want to Stay
That quiet booth at the conference could have been buzzing with the right approach, just like an empty store can become a thriving hub. By personalizing interactions, streamlining support, and going the extra mile, you create an experience that keeps customers coming back and telling others. I’ve seen businesses transform by putting customers first. An empty store (or empty trade show booth) doesn’t pay the bills—engaged, delighted customers do.
