Businesses work very hard to improve their customer experience as it has become a differentiator for brands nowadays. Positive customer experiences are essential for building loyal customers and increasing revenue. Improving buyer’s experience also boosts sales conversion and encourages more spending. The impact on your customer retention will also be immense as more people would want to be associated with your business in the long term. Apart from being loyal, the impressed customers will also refer your business to potential buyers. Result? More sales!
The graph shows that for most businesses CX is the biggest priority compared to pricing and product.
We have prepared a list of 5 ways you can improve your customer experience and reap countless benefits.
1) Improve your customer support services
Customer service is the heart of successful businesses as it makes the consumer feel valued and respected. The improvement may come at a cost but compare to its benefits, it will be worth it. Remember, it is six times more expensive to get a new customer than to retain an existing customer.
You should plan a suitable strategy that will help create a perfect service. The first thing will be to identify your customer’s needs and wants and dealing with the complaints gracefully. You can also take advantage of features such as live chat support that will help you diagnose consumer’s problems instantly.
Apart from that, you can also consider providing personalized video solutions or referring them to related articles that can help them solve their issue. It will help you not only retain the customer but will also win you excellent feedback.
2) Empower your employees
Employees are the ones that are on the frontline, engaging and interacting with customers regularly. They are pivotal to delivering your brand promises and communication. Empowering your employees is key to improve the consumer’s experience with your business as the employees do better when they are valued and appreciated.
Let’s take an example where a customer calls for a refund for a faulty product. The agent who is on the call puts the call on hold to discuss the matter with the manager regarding the refund. Meanwhile, the customer is on hold. This delay will agitate the customer, and not only the person wouldn’t shop again, but they will discourage others to purchase from you.
This whole thing could have easily been settled if the employee had the power to refund immediately. It would have ended up in a rather pleasant experience for the customer.
3) Use technology to your advantage
AI and machine learning have revolutionized how businesses work. From chatbots, social media, and feedback forms. Everything has allowed the firms to understand what people want by narrowing down the communication gap.
The graph shows the benefits in terms of percentage for the chatbots.
Chatbots are a common differential that the firms use to engage with the users. These chatbots are effective when it comes to answering Frequently Asked Questions (FAQ) and referring them to helpful articles. But customers always prefer interacting with a human being rather than a robot, so make sure your agents are ready when needed.
One example is how Domino’s pizza uses a Facebook messenger chatbot, where users can easily place an order.
Proper use of technology can make life easier for you and your customers. It enables your business to be creative with your products/ services.
4) Implement customer feedback
The buyer’s feedback is essential to achieve business objectives and goals. When you understand what your customer wants from your business, it will be easier to for you to improve their experience. You can always ask for feedback for your product after a sale or ask consumers about reviewing the customer support team.
Implementing the changes based on their opinion will help you meet their expectations and fulfill their needs. It will also be an indication that you listen to your customers and value their opinion.
5) Create an omnichannel strategy
With the advancement of technology, users are not reliant on their desktops any more to connect with a brand. Mobile phones and other devices are now responsible for over 50% of the traffic. Apart from devices, your business should also focus on offline and online channels to help customers connect with your brand.
Final thoughts
An improved customer experience can go a long way as it provides countless benefits to your business over the long term. Whether you are a small business or a large organization, the right CX strategy will help you drastically improve your enterprise.
