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Tips For Providing A Better Customer Experience

January 14, 2015

At SheetLabels.com we always want our customers to have a great experience when buying their labels and packaging materials from us. We strive to make the ordering process easy, and have multiple outlets that we use for customer service. Based on the feedback that we receive, everything is working out well, but we are always looking for ways to make it even better.

In the past, before the internet and social media, there were not many outlets for companies to use to sell their products or to provide customer service. That meant less ways to get your products in front of people, and less ways to communicate with your customers before, during, and after the ordering process. Back then it was the phone, in person, or dealing with the in store customer service team, but that was pretty much it.

These days we are very lucky because we have multiple outlets including websites, ecommerce mega stores, online auction sites, company blogs, social media platforms, email, live chat, as well as the traditional outlets for sales and customer service.

With all of these different tools at our disposal, growing a successful business has become easier if you just take the time to understand what your customers want. Customer service has also become much more efficient, and for the most part, much more convenient for both the customer and the business.

Customer Experience

It is important to make it easy for consumers to buy from you. Providing them with a good experience has been proven to also be a big factor when it comes to brand loyalty. Here are some of the most important things to keep in mind to provide a good experience.

  • Easy to Use Website

One of the most important factors for giving your online customers a great experience is having a quality and functional website. Your site should be simple to navigate for even the most basic internet user.  You customers should not have to be super sleuths just to find something on your site. When designing your site try to keep it as simple as possible, this way users can go through the ordering process without having to put too much thought into it.

The checkout process on your site is one of the most important factors to pay attention to. You want to make it as quick and easy as possible. The first step of the checkout process is where many people will drop off the site if it is too overwhelming for them. Make it reliable, make it simple, and make it quick!

This is a pretty big and important topic, so here are a couple posts that can help you improve your customer experience at checkout:

o   The Mega Guide to Reduce Shopping Cart Abandonment

o   eCommerce Checkout Tricks

o   9 Ways To Decrease Shopping Cart Abandonment

  • Reliable & Fast Customer Service

With everything these days becoming almost instant, customers also expect that from customer service representatives. This means that you need to have an appropriate sized customer service team based on the amount of service requests you receive. When training employees it is important to focus on the amount of time that it takes them to respond to customers.

The time it takes to deal with your customers can strengthen or weaken the relationship, and with customer retention being so important, it is essential to get to them in a timely manner. You should be using multiple outlets for customers to get in touch with you in addition to phone and email.

Let your customers know that they can comment on your social media platforms and on your blog. These platforms can be much easier for customers to connect on, so responding to this engagement is just as important as taking phone calls and responding to emails. These responses show your customers that you care, and they also allow potential customers see the level of service that you provide, which can be a selling point.

We discussed some of The Keys for Stellar Customer Service in a recent post if you missed it.

  • Quick Turnaround

In the last point we mentioned how these days’ people expect things fast, and it is no different when they place an order. Once an order is placed most people will expect their order within a few days. Getting orders out as fast as possible is a nice selling point that will keep your customers happy and coming back. This helps to create the customer loyalty that all businesses yearn for.

  • Communication

Communication is the key to everything, it keeps people informed, educated, and patient. There are numerous ways to communicate with your customers from the beginning to the end of the sales and delivery process.

Ensuring that your customer gets regular updates about their order via email is an excellent way to keep them up to date. They should be notified by email with confirmation of their order, they should also receive regular updates as the order moves through the manufacturing process right up until when it leaves your facility.

Customers will appreciate the thoroughness of this process and it can help eliminate unnecessary calls wondering where an order is, or when it shipped. Keep your customers in the loop and they will have another reason to be a customer for the long haul.

1 Comment
Naomi Dinsmore on Feb 26, 2015 in 04:47pm
Hi Shawn, I really liked 'communication'. It really is the most important key. When people don't know what's going on they tend to assume the worst and lose trust. Also another addition to your communication tips is to be approachable so customer's feel comfortable ask you anything Naomi
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Tony Dillon is a great customer service representative. He and Lindsey Rice make it very easy to do business with Sheet Label. They can't do enough for you. We are working with the team, headed by Adam Gray, on a very innovative project to fulfill our label needs and save significant resources.
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