The words ‘customer experience’ or ‘CX’ seems to be a topic of discussion everywhere. However, many companies find themselves still figuring what do they actually mean. Customer experience can be defined as a business using a combination of all customer information available to them, across various channels and touch points across the customer journey viz. call, chat, in-store, social, etc. to personalize each transaction that creates a perception about their organization. Customer experience is directly responsible for the brand image you create for your business.
Why effective and efficient customer service has been a topic of discussion amongst many businesses like yours, is because it is often the easiest way for a business to gain a competitive edge in a market that’s overflowing with options. According to a survey, 72% of customers share a positive customer experience with 6 or more people. While another found, 86% of customers will pay more for a better experience. Positive consumer experience also helps businesses gain up to 4-8% more revenue than their competition.
Customer expectations are rising. They expect every interaction with a brand to be the best experience they have. Every company, not just yours, will have to match that. Here, we take a look at 7 ways you can improve your customer experience to improve customer retention, and increase revenues.
1) Understand Your Customer Needs
Every industry is different. Likewise, the needs of your customers vary according to their industry. How much do you know about your customers? Customer support technologies can help you gather all the data you need to create detailed customer profiles and work to fulfill their needs.
2) Implement Self-Service Wherever You Can
Sometimes, getting out of your customers’ way is just what they need. Look at the success of Amazon. As customers have more information at their fingertips than ever before, they often know
what they want. Providing them with self-service option via enterprise customer service solutions like ServiceNow CSM can boost your customer happiness, and also let you track their customer journey without feeling left out.
3) Provide Your Customers With Information
Have you ever considered providing additional content like videos, blogs, etc. for your product or services? Providing content that supplements your services can help your customers learn more and get more interest in your business. Also, if they are able to solve issues on their own due to these additional content, it also saves you a support call, and they get a sense of achievement.
4) Focus On Metrics
Are you equipped to know how long your resolution time is? How many touch points does a customer have to go through to solve a query? Faster resolution times equal happier customers. Using robust CSM reporting software, you can improve your metrics for optimization.
5) Empower Your Employees
Informed employees are better placed to provide great customer experiences. How much do your employees know about your service or product? By arming them with the tools and training that builds their knowledge base, you can allow your customers to get their queries solved faster.
6) Build Partnerships With Your Customers
Your interactions with your customer must not be just about making a sale. It should be about helping them by providing them the ideas, tools, or resources they need. When customers see you care, they return the favor.
7) Admit Your Mistakes
Everyone makes mistakes. Chances are your business will too. However, a bad experience doesn’t always mean your bad reputation. You can stop the damage from spreading by acting on it. The first step, is by admitting your mistake. Act fast and fix the issue. Stay in touch with them throughout the process, and ask them their response once fixed.
How good is your customer service? If you’re stuck with a bad rep, and can’t find a way out, give us a call at ProV. Our personalized customer support services, equip you with all the tools you need to achieve customer success.
To learn more about how our CX services helped a company like yours, download our FREE Cicor CSM Transformation Case Study below. For anything else, drop a comment below, or contact us today.
