A better customer experience (CX) can differentiate your business in the marketplace—if you design the right offerings and execute flawlessly.
Businesses are increasingly recognizing the power of CX when it comes to growing loyalty, lowering operational costs, and securing long-term growth.
An investment in CX can also reduce operational costs such as the cost to serve, according to Harvard Business Review. Unhappy customers are expensive, after all
But how exactly do you make your CX better?
Check out the 5 strategies below on how to improve the CX.
#1 Empower your employees
This may seem backward, but companies that win at CX start with their employees.
There’s an important connection between empowered employees and happy customers.
It would be much easier if the agent could use their judgment, take appropriate action and solve issues on the spot. Therefore, find out what’s blocking your employees from delivering a great customer experience.
#2 Create a clear CX vision
The first step in your customer experience strategy is to have a clear customer-focused vision that you can communicate with your organization. The easiest way to define this vision is to create a set of statements that act as guiding principles.
Once these principles are in place, they will drive the behavior of your organization. Every member of your team should know these principles by heart and they should be embedded into all areas of training and development.
#3 Use tech to create breakthrough CX
AI and machine learning are tailor-made for CX. From chatbots that are there for customers 24/7 to natural language processing that allows you to understand what people mean in free-form text messages, the latest digital technology has made time-to-insights faster and new levels of personalization and service both scalable and affordable.
The value of these technologies is reflected by the increasing numbers of big businesses using them.
#4 Capture customer feedback in real time
How can you tell if you are delivering a WOW customer experience?
You need to ask – And ideally you do this by capturing feedback in real-time.
Use live chat tools to have real-time conversations and when done, send a follow-up email to every customer using post-interaction surveys and similar CX tools.
Of course, it’s possible to make outbound sales calls to customers in order to gain more insightful feedback.
It’s also important to tie customer feedback to a specific customer support agent, which shows every team member the difference they are making to the business.
#5 Personalize, personalize, personalize!
Customers today want personalized interactions. In fact, research by Epsilon found that 80% of consumers were more likely to make a purchase when brands offered CX.
Personalization based on what you know about the customer makes customer journeys smoother. It strengthens the bond between brand and customer. If you’ve ever received a marketing email filled with recommendations and vouchers based on your purchase history, you’ve experienced the power of personalization.
Concussion
Customer expectations are higher than ever and word of mouth travels fast!
And as the customer becomes even more empowered, it increases the importance of the customer experience.
CX is an area that needs constant nurturing and care. With a greater focus on CX strategy, companies will realize a positive impact on customer loyalty, higher retention, and increased revenue growth.
Also read: Know The Power Of Digital Marketing Automation In 2021
