How to Create a Customer Experience that Will Keep People Coming Back

It is said that 25-30% is a good rate of repeat customers for any business. Though the more, the better. But how do you make a customer return? The chances of a customer returning to make more purchases depend on the first visit experience. Irrespective of whether your business is offline or online, it helps your customers return if they find it easy to visit your store, if they feel valued and heard, have memorable moments, and much more. Check out some of the ways to increase repeat customers and reap more profits. ~ Ed.

If you’re running a business, you’ve probably heard it a million times – customer experience is everything. And honestly, it’s true. We’re living in a time where people have endless choices, and if you don’t make their experience with your brand a good one, they’ll move on without a second thought.

Think about it. When was the last time you went back to a business that gave you terrible service? Probably never. But when you find a place that makes you feel valued and makes the whole process easy and enjoyable, you remember it. You go back. You tell your friends. That’s the power of great customer experience.

The good news is, you don’t need a massive budget or some complicated strategy to get it right. It’s all about paying attention to the details, listening to your customers, and making sure every touchpoint leaves a positive impression. So let’s chat about some ways you can create a customer experience that keeps people coming back for more.

6 Ways to Create a Customer Experience that Will Increase Repeat Customers

Do you create personalized experiences and moments for your customers? Is your customer support prompt and really helpful? Here are things to know and do to keep people coming back to your business.

Make Things Easy to Find and Navigate

There’s nothing more frustrating than wanting to buy something and not being able to find it. Whether it’s digging through a messy store or clicking through a confusing website, people don’t have the patience for it. And why should they? If you’re making it hard for them, they’ll just go somewhere else.

One of the best ways to improve customer experience is to make everything easy to navigate. If you’ve got an online store, make sure the categories are clear, the search bar actually works, and the checkout process isn’t a nightmare. People just want to get in, find what they need, and get out.

And if you’ve got a physical space, good signage can be a lifesaver. You know how signage in airports guides you from check-in to your gate without a second thought? It’s because they’ve mastered the art of clear and consistent signs. You can do the same for your store. Make sure sections are clearly labeled, prices are easy to find, and customers don’t have to wander around looking lost. It seems simple, but these small details can make a huge difference.

Listen to Your Customers…

…and actually do something about it! You’d be surprised how many businesses ask for feedback but never act on it. If you want to make your customer experience better, you’ve got to actually listen. Ask your customers what they think through surveys, feedback forms, or even casual conversations. But here’s the trick – don’t just gather feedback for the sake of it. Pay attention to what people are saying and use it to make real changes.

If customers are complaining about long wait times, figure out why and fix it. If they love a certain product, consider expanding that line. It’s all about showing them that their opinions matter. When people feel heard, they feel valued. And when they feel valued, they stick around.

Social media is a goldmine for this, too. People are more vocal than ever online, so pay attention to what they’re saying about your brand. Respond to comments, address complaints, and thank people for positive feedback. It’s a small gesture that goes a long way in building trust and loyalty.

Make Customer Support Fast and Helpful

There’s nothing worse than needing help and getting stuck with bad customer support. You know the drill – long hold times, unhelpful reps, or canned responses that don’t solve your problem. If you’re serious about improving customer experience, your support team needs to be on point.

First off, make sure your team is actually trained to solve problems. They should know your products inside out and have the power to fix issues without bouncing customers from one department to another. And please, ditch the scripts. Let your team talk like real people. It makes the whole interaction feel more genuine.

You’ve also got to meet customers where they are. Not everyone wants to call a hotline. Some people prefer live chat, others like social media, and some just want to send an email and get on with their day. The more options you offer, the better. But whatever channel they choose, make sure the response is quick and actually helpful. There’s no point in offering live chat if customers are waiting 20 minutes for a reply.

Personalize the Experience

People love feeling special. It’s human nature. And one of the best ways to make a customer feel valued is to add a personal touch. I’m not saying you need to learn their life stories, but even small gestures can make a big impact.

For example, if someone’s been shopping with you for a while, reward them with a discount. If they’re a first-time customer, send a thank you note. And if you’re running an online store, use data to make personalized product recommendations. It shows that you’re paying attention to what they like and need.

The trick is to keep it genuine. People can spot fake personalization a mile away. It’s not about cramming their name into every email. It’s about making them feel seen and appreciated. When people feel a personal connection to your brand, they’re more likely to stick around.

Create Memorable Moments

Want to stand out from the competition? Create experiences that people can’t help but talk about. It doesn’t have to be anything over the top. Sometimes, the simplest gestures leave the biggest impact.

Think about surprising customers with a little extra in their order, like a free sample or a handwritten thank you note. Or maybe you can create a fun, Instagrammable moment in your store that encourages people to snap a pic and share it. People remember how you make them feel, so go the extra mile to create positive moments.

These little surprises turn regular customers into brand advocates. They’re the ones who will rave about you to their friends and post about you on social media – all for the cost of a small gesture. It’s marketing gold, and it all starts with making people feel good.

Be Consistent and Authentic

This one’s big. No matter how great your customer experience is, it won’t mean much if it’s inconsistent. People need to know what to expect every time they interact with you. If your website is easy to use but your in-store experience is a mess, it’s confusing. And if your social media is fun and friendly but your customer service is cold and robotic, people won’t know which version of you is real.

Consistency builds trust. Make sure your brand voice, visuals, and customer service all feel like they’re coming from the same place. Train your team to provide the same level of service no matter who the customer is talking to. And above all, stay authentic. People can spot a fake a mile away. If your brand feels genuine, they’ll trust you more.

Wrapping It Up

The old adage ‘Customer is the King’ still holds its relevance in the modern world. Your business depends on your customers so you’ve to make sure your business fulfills the requirements of your customer. This includes a good customer experience besides providing quality product or service.

At the end of the day, improving customer experience isn’t rocket science. It’s about paying attention to what people want and doing your best to give it to them. Whether it’s making your website easier to navigate, using ideas like better navigation to guide people in your physical store, or simply listening to feedback and making changes, it all adds up.

So don’t overthink it. Just focus on making every interaction as positive as possible. If you do that, you’ll build a loyal customer base that keeps coming back for more. And honestly, that’s the best kind of marketing there is.

Over to you

What do you do to ensure your customers come back to you again and again? Share your tips and experiences in the comments section below.

Disclaimer: Though the views expressed are of the author’s own, this article has been checked for its authenticity of information and resource links provided for a better and deeper understanding of the subject matter. However, you're suggested to make your diligent research and consult subject experts to decide what is best for you. If you spot any factual errors, spelling, or grammatical mistakes in the article, please report at [email protected]. Thanks.