According to Forbes, Arm Treasure Data, 83% of executives face moderate to severe revenue and market share risks due to unimproved customer experience (CX). The market is competitive; businesses no longer offer a good product or service. They need to build the relationship with customers by providing excellent customer experience.
The excellent customer experience means the difference between a customer becoming a loyal advocate or taking their business elsewhere. Customers are no longer satisfied with the service in one transaction; they will consider the total experience of their visit, the aftersales service, and the channels to share their expertise. It can also build loyalty, improve customer satisfaction, and strengthen brand reputation.
How to unlock excellence in customer experience and maintain a positive experience at every step of the customer journey? Here are a few tips:
Be customer-centric. The ways to be customer-centric change over time. However, it is always right to understand the customers' needs and expectations and then design your products, services and processes around them. This approach aims to make the customer feel 'served’ instead of just a product launched. When you think about the customers' needs in the objective of a campaign, the marketing and sales strategies will align to achieve this goal.
Personalise the experience. Customers want to feel like they are dealing with a real person who understands their needs. Customer feedback is a vital step in building relationships. Business owners should be proactive in identifying and addressing customers' pain points. There are many ways to collect feedback through interaction, email, cold calls, surveys, and reviews. From the collected data, you can tailor the experience for each customer.
Improve the accessibility by omnichannel. Customers should be able to find the information they need quickly from different touchpoints. Offer a variety of ways for customers to contact you, for instance, phone, email, online chat, live chat, etc., through social media and mobile phones.
Be mobile-friendly. Make sure your website is mobile-friendly. Retail sales from m-commerce (Mobile Commerce) in the UK are expected to surpass £100 billion by 2024 (Statista Research Department). This situation is related to the high percentage of mobile device users. Building a good communication channel through social media and web pages is vital to get customer feedback, answering their questions and resolve their issues.
Go the extra mile. Make sure to meet customer expectations; exceed them. Do something unexpected and memorable that will make customers feel valued and appreciated. Be responsive, helpful and understanding to provide excellent customer service.
By following these tips, businesses can create a customer experience that is memorable and rewarding. It also helps to keep the customer coming back to you and attract new customers with their feedback.
Find out more here with our Customer Experience Excellence from London Training for Excellence.