Amidst the recent developments in the field of technology that is empowering consumers like never before. The space in which the digital revolution is progressing consumer preferences and also providing users access to an ocean of information around the world, anytime, anywhere. Customers can now make not only educated choices but also calculated ones between competing brands, as information is literally at the tips of their fingers.
Our customers are living in an era of locking car doors with a voice note, they expect much more than we predict. There’s nothing new about the concept of delivering great customer experience (CX). But the term itself has achieved buzzword status over the past few years, with more and more companies embracing it to dominate worldwide. As a result of this progress, customers now have higher expectations of brands and it’s only going to be increasing by making it more difficult than ever before to get convinced, by the value of your product or service while competing with more established brands and companies. This is prompting businesses and marketers to bring their A-game when it comes to customer experience (CX).
Consider a flying circus act. Where customer service is the net that catches the actors should anything go wrong. The customer experience is the entire performance perceived by the audience. For those of us in the industry, investing in customer service is a no-brainer. There are many moving parts and a plethora of things that can go wrong especially when we’re put at the mercy of the trades. So we install a net to improve CX scores. But relying on this net is a short-sighted solution. We need a systematic overhaul in order to meaningfully improve the customer experience. It takes a cultural transformation, where everyone in the organization is accountable to customer experience metrics.
Hence, be it customer service, product quality, or just the way the customers feel about the companies they do business with, customer experience rises to the top of whether or not the customer will decide to keep doing business with a brand. Thus, Customer experience is the most essential part of the business or brand. In recent outgrown technology CX is been a war-field for every organization. Various KPIs have been taken up for the betterment of customer experience still it’s not been that easy to deliver a startling experience.
There is no business without customers, understanding the needs and wants of customers increases customer loyalty and satisfaction. This can be accompanied by establishing effective communication over the products they enjoyed and features that were of no use for them.
The focus on the strategic customer-centric approach is increasing rapidly as customer adaptive nature to the digital selling platforms over replacing traditional and phone-based selling, while these platforms play Omnichannel – customed to be fast, seamless online transactions, fulfillment, and tailored to a unique specification. Companies need to understand the fundamentals of improving customer experience.
Building a customer base is tough and even tougher is to understand the customer. The first step to the great customer experience is to understand the needs and wants of the customer. The effective way to customer engagement is periodical communication – listening to their feedback and making iteration towards it is how we show value.
Personalizing the Experience
The giants in the market never fail on this. Taking that extra minute to personalize the product/call makes the customer feel wanted – building the connection on the personal level creates a bond between the user and the brand.
Fixing problem on priority
Every product comes with minimal bugs. The best way is to resolve in the early stage, also by keeping them updated on the period of time that is required for updating. Being active with a customer increases the user experience.
Customer-centric company culture
“A Happy employee creates a happy customer”, – ever heard of this phrase?
Yes! Employees are the ones who understand the customer better and create a good rapport in a short span of time. So it’s important to consider their views and ideas.
Customer feedback / Rewarding
Engaging customers keeps them hooked to the brand but rewarding drives them through the brand. Every user wants a special preference from the brand.
Consumer data plays a vital role in business. Implementing a digital CX reduces the burden of collecting customer data and cases to detect customer behavior. Also, it ensures to give the consumer a quality knowledge base – however, and Whenever.
Consistency of Customers
The perception of the customer shouldn’t be disturbing the consistency in the company. Building loyalty and retaining customers has been difficult in the current market. It’s the customer who decides the brand, giving consistency allows them to rely on the brand and build a greater bond through personalization.
Optimizing CX Strategy
For a CX strategy to have a stronghold of customer interaction, the brand must be integrated and in sync to provide a consistent experience. The holistic implementation of focused metrics – first call resolution (FCR), Net promoter Score (NPS), and customer satisfaction score (CSAT) should be thought of as a continuous process, evolves with customer expectations. Technological advancements in optimizing customer experience make positive changes and retain loyal customers.
In today’s competitive world investing in customer experience is the absolute perfect choice. As most of the companies are competing over customer experiences unlike before. In the case of an optical store, the kind of experience a customer gets makes him a long-standing customer. The way he’s made to feel, the choice of spectacles he’s provided with to trial on, and the preferences of his that are considered while shortlisting a frame to suit his face adds more value from his side. The more approachable the store is the more important the customer is made to feel and this is the kind of CX a customer feels good about and also this differentiates him from his competitors and he is bound to grow bigger. But with other technologies, we also need to eyeball the human skill of decision making from employees in order to maintain services and win loyal customers. Also, Customers are the advertisers (word of mouth) and need a lot of nurture and care on the strategic base to get an impact on the Return of Investment.