The customer experience in facilities can mean the difference between attracting more customers or alienating those you already have. Facilities Managers need to understand why customer experiences shape facilities management and how to use customer experience management to improve facility conditions.
Poor Customer Experiences Devastate Brand Value
According to the U.S. Department of Labor, poor facility cleanliness and quality are associated with the highest dissatisfaction rates among consumers. In addition, ill-kept facilities increase the risk of consumer injury and increase the total cost of ownership. As conditions deteriorate, maintenance needs grow in severity and complexity.
Customer Experience and Feedback Build Brand Value
Unlike poor experiences, positive customer experience provide a wealth of information for what a business does and does not get just right. As explained by iOfficeCorp, client feedback is the best way to determine the value of service and prioritize needs. If something adversely affects customers’ experiences, it should be addressed immediately. This can range from obvious maintenance needs, such as broken and loose tiles, to emergency planning to reduce disruptions to business hours. Since the customer experience is the most important part of any business, making it a focal point in facilities management can help with prioritization of maintenance needs and ensure you’re making the right decisions.
How to Use Customer Experience Management in Your Facility
- Leverage customer intelligence. This is the data gathered regarding priorities and is instrumental in defining new successful concepts, explains Service Futures. It also provides a great way to benchmark service value and manage developments.
- Implement Proactive Account Management Processes to Improve Experiences. Think of consumers like an account. Facilities Managers need to know what customers do, what they expect and what they want as an end result when leaving. Account management provides this need, and it goes further for companies that act as middlemen between manufacturers and consumers. The same concept applies to restaurants and service-oriented businesses too. Every touch point has a value.
- Never Stop Improving. Facilities Managers should take advantage of analytics, machine learning, artificial intelligence and the Internet of Things (IoT) to track and apply data in meaningful ways. Since everything is about providing the next-best experience, modern technologies can reduce the burden of sifting through data for insights, explains Service Channel.
- Offer More Than Products or Service; Offer Amenities. According to Modern Restaurant Management, amenities provide a means of influencing the facility atmosphere. While this applies to the literal air quality, it also means giving customers an environment that is well-suited to their needs. For example, offering Wi-Fi, keeping speakers set at proper volumes and adjusting the intensity of lights can create a better experience.
Make Customer Experience Your Facility’s Top Priority Now
The right approach to the customer experience in facilities management is one of the best ways to reduce spend and increase the value of your department. Follow the aforementioned tips in this article, and get the path toward better customer experience in facilities management today.