This week we feature an article by Charles Richard who shares an article about how important it is for software development companies to have a successful customer experience strategy. We all crave for “more”- entrepreneurs expect more from their employees whereas your coworkers as well customers may expect more from you. Basically, each one of […]
This week we feature an article by Charles Richard who shares an article about how important it is for software development companies to have a successful customer experience strategy.
We all crave for “more”- entrepreneurs expect more from their employees whereas your coworkers as well customers may expect more from you. Basically, each one of us wants slightly more bang for their buck. The following post sums up a little bit in the details of what and how when it comes to customer experience strategies. We all crave for “more”- entrepreneurs expect more from their employees whereas your coworkers as well customers may expect more from you. Basically, each one of us wants slightly more bang for their buck. The following post sums up a little bit in the details of what and how when it comes to customer experience strategies.
For businesses, there are no excuses; it’s just the bottom line, and that is to provide immense satisfaction to the customers. A successful customer strategy is said only when you find yourself surrounded by an aspiration centered mainly on what matters to customers. Whether you are an online retail giant Amazon or the Walt Disney Company, an effective customer-service is something clearly that can make you a cut above. It is assumed that within a few years down the line, customer experience will overtake price and product as the key brand differentiator. If you are a software development company, it is very crucial for you to know that your online presence is significant for your company’s profitability.
Let’s Get Acquainted With the Term Customer Experience
Mainly referring to a customer’s perception of their overall interactions, customer experience has been considered as a critical driver of customer retention and acquisition. It’s way beyond attaining requests and offering assistance or help. Now many of you have this misconception that customer experience, and customer service are the same? Probably not! Being a customer, I am sure your point of contact with a company will be usually through interacting with an employee (either by visiting a store or by speaking on the phone). Here you get a chance to deliver excellent customer service. Whereas customer experience is something where you book a vacation via phone. Your tickets happen to arrive early, and the hotel automatically upgrades your room as complimentary. That’s when customer experience comes into play.
Every single touchpoint needs to be covered right from the moment they hear about you or found via Google to how easy or difficult it was to purchase things from you. Basically, the entire journey of your customer with you sums up in these two words.
What is a Customer Experience Strategy? A sum of every interaction a customer has with a business this includes both pre and post-sales. Here as a business, you need to come up with an actionable plan in place to deliver a positive, meaningful experience within interactions. So for this, you need to take certain pointers into account such as:
5 Ways to Enhance Customer Experience
Get more insight into creating competitive advantage by putting your valued customer at the first place and managing several aspects such as satisfaction, reduce churn and increase revenues at once.
As soon as you have these principles in place, you will find things sorted around. Make sure every team member knows what these principles are and they should be embedded in all areas of training and development.
One of the best ways is to create a customer persona and don’t forget to give each persona a name and personality. For instance, Cookie is a 40-year-old lady who loves to explore technology. She follows techy tutorials whereas there is a guy called Tim who loves to follow precise instructions offered by the web page.
By creating personas, your customer support team can recognize who they are and understand them better. It’s also an important step in becoming sincerely customer-centric.
A few days back I happened to stumble upon an interesting example that is best suited here. The company took care of the return shipping and had a courier pick up of the product as soon as it learned that their customer’s near one has passed away. In addition to this, the very next day the company sent a bouquet with a condolence note to the customer.
This is the best way to increase trust and loyalty. We are humans we can be easily emotionally attached especially with the feel when we use a product or service. Optimizing for an emotional connection can increase overall sales growth to a great extent. Emotionally engaged customers are more likely to:
Of course, you can even think of making specific outbound calls to gain more insightful feedback.
Measuring customer experience with the help of “Net Promoter Score” or NPS can offer you some valuable information. Moreover, it is pretty easy to implement and measure makes the NPS a favorite with company boards and executive committees.
Constant nurturing and care is all that takes to create an effective customer experience. Time to create an impact on customer loyalty, higher retention, and increased revenues.
Charles Richard is a Business Analyst at Tatvasoft.co.uk. He is a progressive business leader and A passionate writer. Best at analysis that can leverage the data and information needed to generate increased business value. Besides his profession, Charles likes to share some new and trending technical aspects.
For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com.
Read Shep’s latest Forbes article: The Customer Experience: Eight Ways You’re Killing The Romance
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