Does your business measure customer experience? If not, how do you know if your customers are genuinely happy? Asking your customers how they feel is critical for your business success. Let’s take a deeper look into how you can improve your customers’ experience.
In a competitive market, seeing a significant revenue rise might seem like a pipe dream. So, how do you tweak your business to increase business profits?
For many managers, CEOs and business owners, it’s easy to get caught up in the many details of running a firm only to lose sight of what can give them not only a head start but also a competitive edge – customer service & customer experience.
In the business world, it happens every couple of years: a drastic change in the way people live their lives fuels a shift in consumer behaviour.
This change can be so significant, it alters the concept of marketing; the result? Managers are left confused and have to rethink their approach and find new ways to improve their business to attract customers.
And companies that fail to keep up with the trend cannot survive for long. According to recent studies, 67% of consumers are willing to pay more for excellent customer service.
By 2020, (CX) customer experience will be the #1 brand differentiator overtaking price and product. Just stop and think about that for a moment.
With such numbers in play, it goes to show the importance of providing superior customer service.
And some of the worlds biggest companies are starting to spend millions of dollars on training to ensure that customer experience is the priority.
There’s no denying that customer experience is the new wave. Fast becoming the quintessence of all businesses – from the retail sector to the technology industry.
Tough though it may be, improving customer experience is what all companies must prioritise to retain and attract new customers.
Below are some of our tips to help you improve customer experience.
Begin with assessing whether your business needs to revise customer experience and define a clear customer experience vision.
Ultimately, what you want is to create a culture of exceptional customer experience in your organisation. Therefore, create a strategy to actualise your vision.
Having a customer experience vision will help you to layout a clear path for you and your employees to follow on your quest for excellent customer service.
What does your brand promise? Can it actually deliver on that promise?
For instance, if your brand promises convenience, then take the initiative to make sure that every department in your company prioritises convenience.
Doing so will create a culture within your own business where your brand puts customer experience at the top of its priority list.
Remember, the culture of an organisation drives the behaviour of the company. This will then be mirrored in how your company deals with its customers.
If you’re not providing your customers with personalised services, then your customer experience strategy is definitely falling short.
Don’t just focus on delivering superior services, also focus on making sure that the services provided are tailored to suit your customers’ lifestyle.
The objective behind giving exceptional customer services is to ensure that you not only keep your loyal customers but also attract a new customer base.
However, if you fail to provide them with personalised services, chances are you will lose your customers to your competitors.
Create an emotional and long-term relationship with your customers.
Delightful customer experience is where a client feels that the services provided are tailored just for them. It makes them feel special and so it should.
After all, the customer pays the bills and salaries of your company, right?
To account for this, connect with customers. Make sure your CX (customer experience) strategy accommodates the unique needs of clients.
Do you think about the power of providing personalised services? If not, you should as this helps you connect with customers and ultimately shapes the behaviours that drive your customers’ decisions.
Therefore, customers will become loyal to a brand because they will remember that it made them feel special.
Another step to take to help you improve customer experience is to get feedback from customers. Unfortunately, capturing feedback is easier said than done.
More often than not, consumers will be more than happy to buy your products and services but rarely want to participate when it comes to giving feedback.
Moreover, collecting real-time feedback can be quite challenging. So, if you are to get feedback to help you in the future, make your approach subtle and less invasive.
No one wants to receive a dozen emails or calls asking for feedback. It’s imperative that you know what your clients think about your firm’s customer experience.
And an excellent way to find out is to ask. You can use surveys to gain insight and learn more about your customers. Feedback from consumers allows you to look at things from a consumer’s perspective.
This makes it possible for your brand to not only retain its current customers but also reach out to those who feel that your services are lacking.
Also, don’t just ask for feedback, be sure to act upon the data collected and inform your customers of the changes or improvements.
The next step to take towards improving customer experience is to turn to your team. If you don’t have your team on board with the company’s customer experience strategy, then all your plans will be completely wasted.
To make significant advancement, ensure your employees are properly trained from a customer’s perspective.
Remember, your team communicates with customers daily. Therefore, they need to be able to learn how to deal with all sorts of situations including demanding clients.
The last thing you want is a member of your team losing their cool when dealing with a customer only to end up on social media.
In addition to training your team, ask them for insights regarding customer experience. After all, they play a crucial role in the customer experience puzzle.
Without trained employees to support and foster a culture where customer experience is everything, your plan to make improvements might never come to fruition.
You can hire firms that offer business improvement advice and consultation to help train your team on improving customer service and experience.
Finally, after the improvements are said and done, you need to know whether your strategy is working. However, how can you measure customer experience?
The answer can be found in identifying current problems and measuring progress. Remember the surveys? Measure your company’s ROI before and after you improve your customer experience strategy to track progress.
Once you know the development of the plan, be ready to refine it. After all, a great CX strategy is ever-evolving to suit consumer tastes and preferences.
With excellent customer experience, firms will not only ensure that consumer needs are met but can also increase their revenue. Moreover, it’s never too late to get started on making improvements.
If you are looking to improve your business and deliver a better customer experience, then you need to speak to us at High Velocity Business Improvement Coaching.
We coach your business to understand your problems, the size of the problems and how to solve the true root cause of the problems.
This means you can fix minor issues before they become major problems and deliver a better overall customer experience for your customers.
Please contact us today to book a free consultation or for more information.