Customer experience, commonly referred to as CX, is the experience customers have acquired after interacting with your business in their customer journey. From when they first interact with the company and grow into repetitive clients and loyal customers.
Customer experience is a critical part of customer relationship management. The importance is seen in the loyalty that a customer builds with your brand and business because of good customer experience. A customer experience study done by oracle suggests that over 70% of senior executives are inclined towards a positive customer experience because it impacts the decision of a customer becoming a loyal and repetitive business advocate. If you want loyal customers, you have to actively and continuously improve the customer experience. If your customers are happy with the brand, they will always be ready to interact and buy from you.
Here are some of the ways to improve your customer experience.
1. Come up with a customer experience vision.
The first step in your strategy is coming up with a clear vision that shows that customers can communicate about their experiences with your organization. You can start by creating some statements that will be used as a guide. For example, in a company, you can have core family values as the primary principle guiding the customer experience. These values need to be instilled in the company staff from the highest-ranked official to the lowest. Family values are along the lines of being humble while delivering service and being ready to accept change. If the people working in your organizations follow these principles, it is easy to offer the clients a good customer experience. You should train the staff about the guiding principles regularly.
2. Understand your target audience and customers.
The next step is educating your customer support teams on who your customers and target audience are. They are the first line of interaction, and they need to know who your primary customer is. People working in your organization need to understand what your customers go through for them to be able to cater to their needs and empathize with them if a problem suffices.
An excellent way to do this is by different grouping types of customers by creating customer profiles. For example, customer A is 28, and a tech-savvy person who loves following video tutorials, or customer B is 52 years old and needs to be taken through a more straightforward process to understand the product. By creating the personas, your support team becomes more customer-centric and can quickly help customers who need assistance.
3. Create an emotional connection between your business and your customers.
The best customer experience is created if the customer feels an emotional connection with the support team or the brand directly. For example, if you run a bakery and you are asked to bake a cake for the birthday party of a customer’s son, you can add a small toy and a birthday card for the young boy. The toy might not mean a lot to the boy, but the parents will come back every year to buy from you because they can see that you are thoughtful and care for your customers. Emotions shape the customer experience your customer has more than anything. Brands that have an emotional connection with the customers grow by a more significant margin than the competitors that do not have any relationship.
4. Reply to feedback in real-time.
How can you know if the customer was satisfied with your business’s cx customer service and experience? You can simply ask. Customers always answer questions regarding the expertise, even one on one. They tell it as it is. You can use live chat platforms and tools to have real-time interactions with customers. After you are done, you can send follow-up emails to every customer that participated in the small survey. You do this using the post-conversation survey tools that are equipped with tools on customer experience.
Suppose you feel like the customer was not clear with their replies or were withholding more information. In that case, you can politely follow up the survey with a call to learn where you need to improve for their customer experience to be positive. Building your business around customer experience helps you build a loyal customer base.