You may have an excellent product or service, but if your customer service is weak, or not up to the mark, you’ll lose customers over it. That’s one big cause why investing in customer experience is a solution to long-term business success.
The perks of delivering a great Customer Experience include:
- Improved customer loyalty
- Improved customer satisfaction
- Better word-of-mouth marketing, positive reviews, and testimonials
What is Customer Experience and how does it differ from Customer service and User Experience?
Customer experience (CX) is the outcome of every communication or interaction a customer has with your business, from browsing the website to chatting with customer service, receiving the product/service they bought from you, or visiting your store. Everything you do influences your customers’ viewpoint and their judgment to keep coming back or not.
User experience (UX) and customer service are a part of the CX. Customer service refers to particular touchpoints within the experience where a customer inquires and receives support or help. Through excellent customer service and seamless user experience, you can generate a great overall experience for the customer.
What causes a Bad Customer Experience?
Bad customer experience is mainly caused by:
- Long wait times
- Staff who do not understand customer requirements
- Unsolved issues/questions
- Too much computerization
- Service that is not personalized
- Frustrated business staff
Businesses neglecting to deliver quality customer service are at risk of losing not only existing customers but also possible ones. Bad word-of-mouth can have an unfavorable influence on a company’s online reputation prompting would-be customers to look elsewhere
Strategies to deliver a delightful customer experience
- Focus on customers first, products second
The fast-growing competition among existing suppliers of products or services has emerged in large customer choice. By concentrating on your customers’ demands and requirements you will be able to produce and personalize products that meet your customers’ overall desired experience.
- Reduce customer wait times
Customers don’t like it when they have to stand in long lines at the check-out counters. If you are a business owner, you might have noticed your customers walking off or dropping the basket in the corner. Incorporating a queue management system will help you get rid of this problem. Let your buyers do what they wish to do. They can window-shop your store while they wait, talk on the phone outside, or maybe grab a cup of coffee. Sounds pleasant right? Always remember, delivering a satisfying CX is all about identifying the best strategy.
Also, read – 8 Ways to Improve your Customer Support Service
- Personalization is the key
Today’s customers expect businesses to treat them as unique individuals and identify their particular choices and purchase history.
As per studies, 75% of customers acknowledge being more likely to purchase from a business that:
- Remembers them by their name,
- Recognizes their purchase history, and
- Suggests products based on their past shopping.
But, to take hold of this possibility, you need to invest in CRM (Customer relationship management) systems.
- Focus on Customer Feedback
How can you determine if you are delivering an amazing experience for the customers?
You need to question – And ideally, you do this by taking feedbacks from customers. Their feedback is a source for developing CX and changing your actions according to their requirements.
Customer’s demands are higher than ever and word of mouth goes fast! Since the customer grows even more powerful, it raises the value of the CX. Investing in the above-mentioned strategies will help your business in long-term success.
Hope you enjoyed reading!
Author Bio – Allen Daniel is working as a content head at Qwaiting, the best queue management system worldwide. She has done master’s in Literature from the National University of Singapore.