3 Building Blocks for a Successful Customer Experience
Your business’s interaction and services with a customer through the purchasing journey and post-signature commitment define your customer experience (CX). Customers who have a positive experience with your business become loyal customers for life, returning to your product even after moving on to a new company. Ziv Peled, CCO of Appsflyer, recently shared he has built customer relationships over the past nine years, resulting in customers purchasing the Appsflyer platform 5+ times as they move across companies. The customer doesn’t forget how your business responds to queries, picks customer calls, and treats its clients. Moreover, they tell their colleagues, friends, and the world via social media about your product.
Customer experience can happen in a myriad of ways as long as the client engages with your business. Making your customers happy while delivering impact will differentiate your business from competitors and help with customer retention. A happy customer is a loyal customer, which is one reason you should focus on creating an excellent first impression and giving your customers unique shopping experiences. Various elements have affected customer experience strategies. Technology especially has played a vital role in the evolution of customer experience and service. With that, let’s take a look at some valuable strategies to help improve your customer experience.
Go Digital
Contemporary consumers will start their customer journey on various online platforms. The customers will most probably find out about your business online to search for multiple products and services. With that, it would be best to invest in a good business website and mobile application. Your business website or app creates a first impression that tells the customer more about what to expect from your brand. The app or site makes it easier for customers to access more details about your brand and receive help from your customer support. It’s imperative to optimize your website or app since customers expect speed, customization, and data security. Investing in digital trends helps your customers to smoothly and efficiently access your products and services. You can track your online performance to determine where you should change your customer experience approach.
Listen to Your Customers
Another great way to improve your customer service and experience is through clientele feedback. Determine your customer feedback’s scalability beyond surveys and reviews to use available unstructured data and decide on your CX approach.
Your customers should be able to talk to your business through customer service teams, social media pages, or live chats with your business’s representative. From your interactions with customers, you can evaluate their satisfaction level, mood, and emotions from using your brand.
Several technologies out there, like TopBox, allow you to capture the voice-of-customer seamlessly throughout the customer journey. If you want to learn more about why NPS scores aren’t enough when it comes to B2B SaaS, watch Emilia D’Anzica, CEO, Growth Molecules, and Steve Bernstein, of TopBox, on why it’s time to move past NPS here.
Emilia D’Anzica, CEO, Growth Molecules, and Steve Bernstein, CEO, TopBox
Automation
Build a quick way to respond to customer inquiries and take action. Ensure you have teams ready to act on customer demands and solve their issues. Automate your alerts to receive real-time info from your direct mails, emails, or social media pages. This way, you can avoid manual analysis on customer emotions or satisfaction and improve your response time. Have a quick way to respond to customer inquiries and take action. Ensure you have teams ready to act on customer demands and solve their issues. Automate your alerts to receive real-time info from your direct mails, emails, or social media pages. This way, you can avoid manual analysis on customer emotions or satisfaction and improve your response time.
What Are You Waiting For?
Your customers have multiple choices. Assume that if customers don’t have a positive experience on day one, they will either regret their decision to invest in a partnership with your organization or start looking for a replacement just-in-time to cancel before the renewal. Digital enablement, continuous understanding of your changing client needs, and automation of anything that shouldn’t require a human touch will bring your customers back repeatedly and create raving fans.