About Xen Advice

 Welcome to Xen Advice!

Mission: Xen Advice helps businesses achieve stronger, supportive relationships with their customers by delivering objective, real-world, actionable options. We provide insights from a user-based viewpoint that guides businesses to reshape, adjust &/or rebuild for enhanced customer satisfaction.

 

Whether your business is small or not-so-small, your customers are your greatest asset. Their opinions can also be your biggest stumbling block. Because you need to ensure your customers are happy, Xen Advice is here to assist you in making your customers your biggest supporters. With 40+ years of experience in a huge array of business settings, we offer a variety of options to help you guide your customers to have the best experience they can.

Firstly, if you are having difficulties responding to online comments or reviews, we can help. The adage that all exposure for a business is good, can be true if you respond to online commentary every time and with congenial writing. So many people decide about a new business (new to them) by reading online reviews. Most of these people will read only your low ratings and decide whether the writer is nutty or has a genuine concern. If the reader decides the concern is genuine, then your response to the concern must be clear, helpful and empathetic. Achieve this and you get a new customer. Miss this and you could lose them. So many times it is challenging, especially for a small business that you grew yourself, to separate the poor review or comment from "you" the person. If you respond like the comment was a personal attack, that means the reader gets to see a less-than-best side of you and that transfers to their building opinion of your business. Keep online writing friendly and genuinely connected and you will win. Xen Advice offers a service to help you craft superb responses to online commentary. Send us the comments and we will create a number of responses to choose from that you can post directly on your feeds.

Secondly, how you are perceived by customers depends on how they are reached online as well as in store. The tone of your website has to match with the tone of all your social media posts, ads, and the feeling a customer gets when they enter your store (online or in-person). How consistent the tone is truly affects how, and if, customers interact with your business. For example, if your social posts focus on sales and new products, then your website can be very product-focused and your store (online store too) needs to have signage showcasing new products and sales. However, if your social posts focus on current events and local news, then your website and your store cannot fail to also have signage relating to this. Consistency is key! How Xen Advice can help is by assessing the customer expectations as they relate to your business's online posting, website and ads. Then we find where your focus is intended and ensure that is what the customer finds when they search you out online.

Thirdly, there are a number of opportunities to improve customer satisfaction IRL. When someone walks through your door, what do they see, hear, smell and feel? Often a customer is distracted with other things (you know, like their family or work life) and does not consciously recognize that small inconveniences in your business space are adding up to a poor experience. Maybe it is where the signage is placed, if the shelves are faced, how clean the bathroom is, etc. Every small inconvenience adds up. Once you recognize the flow-blockers in your space, you can adjust for a smoother customer experience. Sometimes, the blocks are obvious, but often workers and management cannot adjust their vision to recognize the blocks so clear to a customer. As well, changes do not have to be big or expensive to have real impact for customers. Xen Advice will give you ideas about adjustments that come from a customer-based viewpoint with your business's needs also in consideration. Are you one of those places that has a sale product rack? Is it near the door or at the back of your store? Do customers know about it? Placing a sales rack near an exit door, as so many businesses do, creates bad will with your customers because they did not get to shop your deals before deciding what to buy. Simple, but true. Make shopping easier and have happier clients and if most of your sales are online, then the customer experience with your website is your biggest need-to-know. Something like a customer survey can help you get some truth about the customer experience. Xen Advice can help create a survey that will deliver actionable results. And we all want results!

The first impression a customer has of your business is important but so is every interaction afterwards. Happy customers sell your business 24hrs a day; with their comments, social media posts and interactions with friends & family members. Xen Advice wants you and your customers to be happy. Happy customers make for successful business. How can Xen Advice help you today?