Thinking of ways to deal with customer experience management?
For most people, customer service and customer experience are similar terms however the scenario is not so.
No matter what size your business is, always strive to deliver high-quality customer experience.
Failure to provide customers with positive customer experience has led businesses to either shut down or lose out on a huge chunk of revenue.
Customers quickly switch to a different brand if they are not appreciated by the current brand. In such a scenario how can you prevent your customers from shifting?
Here, we provide you with unmatched tips, tricks and strategies for ultimate customer experience management.
What is Customer Experience?
Customer experience is all about interactions. It is those feelings your customer encounters with your business throughout their journey as a buyer. It is a journey from the first contact to happy loyal customers.
Customer experience revolves around the perception a customer holds about a brand because each customer thinks differently about your brand. Every thinking varies.
Say, you provide high-quality products and strong customer experience but if one of your customers get a defective product and you fail to fix their perception of your brand, then, they tend to pass their opinion on to other customers of you as a low-quality product brand.
That’s why it becomes very crucial to manage customer experience.
The perception of a customer is determined by things like the quality of the product, shop cleanliness, ease of website navigation, after-sales customer service, internal interworking etc.
To create a positive perception, try to create a smooth flow at every step of a customer’s journey as a buyer.
Perception is the new Reality
To deliver a remarkable customer experience, you need to give your customers a fresh perception. What they perceive about your company becomes their reality. If they walk away from your company unsatisfied, those are the feelings they will associate with your organization always.
A combination of perceptions, feelings, and emotions is called experience If one of these outlooks of experience is not met with care, it all boils down to negative thoughts about your brand.
Consistency is a Crucial factor
Without consistency, Perception means nothing. You can satisfy a customer today with your service, but in future opinions can change, if he/she fails to receive the same quality of service.
In order for an organization to build trust and loyalty, it must provide the same experience each time it gives services to its customers.
Is Customer Service and Customer Experience same?
customer service is a part of customer experience.
Customer service deals only with providing service, whereas customer experience is all about perception, opinion, customer’s relationship with the business.
A business cannot thrive without their customers, and that’s why businesses are focusing on how to gain new businesses and retain old customers.
Redefining Customer Experience
Customer service is all about the delivery of high-quality services before, during, and after-sales. It is about understanding your customers’ needs and wants and giving them that they are craving for, In the long run, this leads to high-quality Customer Experience Management.
Let’s have a look at some strategies that organizations can use to redefine customer experience-
Understand Who Your Customers Are
Who are the people who will be interacting with? Your sales teams must understand and connect with the situations the customers go through.
A good way to understand your customers is to create customer personas.
Once you are done creating personas, highlight the needs, demands, and interests of your customers. Become more customer-centric while you are on your path to understanding them better.
Define and Create a Precise Customer Experience Vision
The next big thing in customer experience strategy is to have a clear vision. The focus should be more on customers than the company.
Deliver excellent service which revolves around embracing change, work with integrity and uphold core values.
Remember: Use these principles in place, they will act as a driving force behind the behaviour of your organization.
Connect Emotionally with Your Customers
Customer experience can be achieved when you as business develop an emotional connection with the customers.
Say, you can send your customers a bouquet when they are celebrating their birthday. This kind of gestures creates an emotional connection beyond professionalism. When customers get engaged emotionally, they become long term customers.
Respond to Customer Feedback always
Ask your customers what they think or feel about your services. The best way to find out is to grab feedback as soon as the services are delivered to them, like sending a follow-up email to customers after service delivery.
Use post-interaction surveys and similar tools to automate the process. You may also make outbound calls for more insights into the feedback
Use Customer Experience as a Marketing Tool
It’s time to consider customer experience as a new marketing tool. Study consumer behaviours and thought patterns in detail, this can change the way you relate with customers.
Just like repairing a defective product even after the warranty has expired is now a new form of marketing. Giving service to a customer’s family member who is not directly related to your business is also a form of marketing.
Now, It’s Not Just About New Customers
Companies work harder to impress new customers and usually tend to overlook their existing customers. When the thought of customer experience, comes to their mind it’s about how they can make new customers happy. But the real truth is, customer experience is more about the existing customers because they are loyal to the brand than new ones.
Digitalize In-Store Experiences
Organizations have the opportunity to amaze their customers by offering them with memorable in-store experiences. However, if you lack products or processes that customers want, you are bound to miss out on creating a pleasant customer experience.
Embrace the Mobile Revolution
Use of mobile is becoming more popular day by day across the globe. A certain number of consumers finds it easier to shop on desktops than on mobile but most of them prefer the mobile version of the site than the desktop version.
Go with the best scanning technology, in-store maps, wish list capability, product catalogues, to by far create the best in-store experience.
Learn everything about mobile marketing and why does it matter so much
Add Value to Customers’ Experience
Throughout the online marketplaces, anybody can put their goods out for sell. This pinpoints on the fact that there is a lot of competition and you need to stand out from the crowd.
Say, if you are selling products that need assembling, posting a video tutorial about how to assemble can improve customer experience.
Measure the Returns on Investment for Great Customer Experience
The final step is to measure customer experience and it can be quite a challenge for many businesses. To measure ROI, there are tools that can help you collect valuable information. One such tool is the Net Promoter Score (NPS).
Customer expectations are high and as customers become more and more empowered, they expect the best customer experience from brands.
The more businesses enhance customer experience, the higher the retention rate, customer loyalty, and increased revenue for them.
Adopt specific GROWTH STRATEGIES FOR HIGHER CUSTOMER EXPERIENCE MANAGEMENT. So how will you treat your customers? Tell us in the comments below.
Create and connect with customers like no way before, get the most out of your customer management campaigns with our experts. Get all your solutions on how to manage and provide your customers with the best experience so that they keep coming to you. What are you waiting for?