This week, we feature an article by Sukhdev Singh, Digital Marketing Specialist at Maxicus, a company that provides tech-enabled customer service solutions. He shares some tips for building a winning customer experience strategy. Companies that provide a seamless customer experience have a better chance of creating a loyal audience in the long run. According to […]
This week, we feature an article by Sukhdev Singh, Digital Marketing Specialist at Maxicus, a company that provides tech-enabled customer service solutions. He shares some tips for building a winning customer experience strategy.
Companies that provide a seamless customer experience have a better chance of creating a loyal audience in the long run. According to Forbes Insights Report, 74% of people are willing to buy from a business based on a good customer experience alone. Some studies point to customers being willing to spend extra for a better experience.
Customer experience for a business encompasses many components like the ease of use, reliability of products and services, advertising, communication, packaging, etc. While all these components are essential for building a positive customer experience, customer service is one of the most critical aspects of this equation. Customer experience in BPO profoundly impacts building a positive customer experience in any organization.
A customer experience strategy can be defined as the process of mapping, defining, and documenting the approach to improve customer experience in an organization. A robust customer experience strategy can help an organization achieve its goals. You can build your winning customer experience strategy with these quick tips.
There are quite a few ways that can help you build a solid strategy to improve customer experience. Here are some useful tips that can help you build a winning customer experience strategy in your organization:
The first step in improving your customer service strategy is to review the organization’s existing processes for customer service. As they say, you can only improve what you can measure. Understanding what customer service practices are working well for your brand and which practices need to change is essential. You can start with analyzing numbers like net promoter score, customer churn rate, customer satisfaction score, etc. It will help you get an overview of the strengths and weaknesses of the business in customer service.
Before you get down to making radical changes in your customer experience strategy, it is a good idea to understand your customers properly. You can get started by understanding their requirements, expectations, and challenges. One way of doing it would be to create various personas by segmenting your customers. For instance, various types of customers buy products and services of a particular business. With the identification and segmentation of each customer type, you would be better positioned to improve the experience.
Gone are the days when the phone was the only channel people used to connect for assistance. Other platforms, like websites, apps, social media, chat, email, etc., exist for customer assistance. An organization needs to build an efficient omnichannel experience that is consistent, reliable, and responsive. Customers expect companies to provide a consistent experience and information across channels.
If you are getting real-time feedback, it is good practice to provide real-time assistance to a customer. Similar to the experience on a phone call, you can extend this experience to other mediums like websites and apps using chatbots. This can help you provide ready answers to the most commonly asked questions and have a team ready to help with serious queries. With real-time assistance, you can expect a massive improvement in the organization’s customer service level.
There are several tools and technologies available today for almost all business functions. It is similar to customer service. You have a bunch of efficient tools available to improve customer experience. You must select the right ones as per your needs. For instance, modern tools can help you map the customer journey, build decision trees, understand what customers say about your brand online, and more. You must select the tools per your needs and use technology to improve the customer experience.
Today’s modern consumer is more aware than ever. As a result, it makes sense for brands to create self-service solutions like e-books, videos, tutorials, etc., that can help a customer find solutions to the problems they are facing on their own. Based on the industry you are from and the challenges consumers face, you should create self-service solutions to improve the customer experience.
Another vital tip for a robust customer experience strategy would follow the consistent process of measuring the performance of your customer service team. Based on the results you get, make the changes in the processes and measure again. You need to follow this cycle to improve the experience for the customer. You can also use the results of various parameters to check the quality of service and work towards enhancing them to provide a better customer experience.
Customers are usually wary of complex processes and products. It is better to create a simple and easy-to-use product or service to help a customer navigate the process easily. A simple interface that is easy to use improves the customer experience and can help establish a successful brand in the long run. You should be proactive in your approach to customer service and ensure that the team is trained in handling customer queries easily.
Sukhdev Singh is a Digital Marketing Specialist at Maxicus as an Associate Digital Marketing Specialist. He handles the company’s organic marketing efforts, mainly focusing on SEO, Content Marketing, and lead generation.
For more articles from Shep Hyken and his guest contributors, go to customerserviceblog.com.
Read Shep’s latest Forbes article: Six Ways To Create Trust With Your Employees
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