Customer experience is key to a business success. In today’s technology driven world, it is way easier for unsatisfied clients to spread their experience through social media and quickly make the company suffer loss of income. Indeed, 72% of customers will share a positive experience with 6 or more people. While 13% of unhappy customers will share their experience with 15 or even more. So, if your goal is to make your company grow, it is crucial to achieve or even overcome your customers’ expectations.
It’s essential to know your customers
Establishing relationships with the customers is essential to make a business successful. Also, brands that take knowledge of the customers’ needs and concerns, will build long lasting relationships with them. To get know your customers better you can:
- Make surveys: this is an effective method to understand better the customers’ preferences about a product or service. They will feel that they have a voice, leading to a closer connection with the company.
- Answer positive as well as negative reviews: taking knowledge of what is being done right or wrong can help businesses to learn more about the customer experience and take action to provide a better service. Also, it humanizes the brand, demonstrates commitment and builds trust.
- Take advantage of social media: this is a useful tool for conducting market research, to establish and grow your brand’s reputation and understand the audience. Opening communication through social media and providing valuable content can lead to an improved customer experience.
- Personalize deals and discounts: offering personalized services such as birthday and anniversary discounts, deals based on previous purchases or loyalty programs can make the customers feel more appreciated.
Be aware of your customers’ issues
Companies should be aware and ready to solve every problem that the customer may have. This not only will improve your products or services, but also will build brand loyalty and increase the likelihood of retention. In fact, nearly 83% of customers feel more loyal to brands that resolve their complaints.
Long-time waitings are the most frustrating part about customer experience. Then, it is crucial to resolve each problem as quickly as possible. Another common problem is to repeat the same information several times, and this can be solved, for example, incorporating omnichannel. A positive experience is when they feel truly listened to and valued by the company.
The customer-facing employees have to deal consistently with problems and complaints. However, it’s important to always remember to have a positive attitude and solve each problem in the best way possible. Moreover, it is significant to provide clear and comprehensive information for each issue or inquiry. In that way, customers won’t feel frustrated afterward, and will have a great experience.
Measure the Customer Experience
Measurement of customer experience can be done by applying various kinds of tools. However, in any tools you use, it’s essential to gather as much data as possible to obtain a better view of the customer’s journey. A few methods to use are:
- Evaluate measurable data
Studying quantitative data like churn rates, customer lifetime value, time-to-resolution metrics and ticket reopen rates can give you insights to improve the customer experience. Also, can make aware the company about customer pain points, how they interact with the brand, and helpful and harmful patterns. Professionals from Katrium are well-trained and prepared to provide data collection services, feel free to contact us.
- Analyze customer satisfaction surveys
Customer satisfaction surveys provide meaningful insights into the customer experience with the brand, service or product. One way to measure it is with Net Promoter Score or NPS. This tool helps to measure how likely it is for customers to promote a brand to their family, friends or colleagues based on their prior experience.
Plus, by applying NPS from different touch points across the customer journey can help a business to know what it needs to improve and in which parts they are providing an accomplished experience.
- Implement A/B tests
A/B tests are most commonly used for sales or marketing purposes. However, you can implement it to get a better view of customer’s preferences. This method relies on sending two versions of an email campaign, web page or other customer-facing assets to determine which one performs better. The feedback obtained can help to predict how these new customer experiences will perform.
Benefits of Customer Experience Management software
The software of customer experience management (CEM) has built-in various tools and features that allows companies to monitor and manage customer interactions, to increase the profits and loyalty of customers. Further, the CEM software concentrates to perceive customer actions and their feelings while visiting the site of a brand. The most significant benefits of using CEM are:
- High value of the customer experience: with CEM you can keep track of a customer’s money on a brand or service from start to end. Then, it’s easier to identify how much a company should spend in retaining the actual customers and how much to obtain new audiences.
- Improved customer satisfaction: CEM makes companies able to respond to the customer as quickly as possible, keeps the potential customers happy by giving them the importance they look for. Plus, it provides the ability to personalize the customer experience based on the customer’s profile.
- Map the customer journey: CEM identifies the channels, touchpoints and interactions a customer has with the brand. This will allow companies to gain a better understanding of customer experience, eliminate pain points, and achieve the customer’s expectations.
The Bottom Line
The key to a business’s success is customer experience. Give customers an outstanding experience and you will obtain long-lasting and worthy relationships with them. Speed, consistency, convenience, friendliness and human touch are essential to make this a reality.
Explore our services and don’t hesitate to arrange a meeting with us to help you achieve an exceptional customer experience. We’re eager to assist you!
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