It’s quite surprising how many companies think they are offering excellent quality and creating a superb customer experience when the customers themselves don’t feel this way.
Today’s customer yearns more than ever for more attention and while many companies are honestly trying to be better, they end up falling flat and ‘just okay’ before the intended audience.
What are companies doing wrong and how can they get this right? These are the things we’ll explore in this blog.
What is a customer experience strategy?
Well, CX sums up all of the interactions a customer has with the company before and after the sale. The customer experience strategy will, therefore, mean a sum of all the actionable plans the company has in place to guarantee maximum positivity and happiness as these relate to the customers’ experience.
So, here are;
7 Ways Businesses Can Improve Customer Experience
Less than one-tenth of businesses today are getting a nod of total approval and satisfaction from their customers. Find out what your company needs to get right to enter this highly-coveted league.
Innovate rather than imitate
Imitation is bad and can actually be hindering your company from being above ‘OK’.
You’ll hardly get much done by outright copying what your competitors are doing. The problem even gets worse when you consider that only a handful of companies are even getting their customer experience strategies right.
Copying these businesses, however, will lead your company in the same way. Rather than imitation, innovation is what you’ll need to win prospects over and retain them successfully.
Eliminate complexity by cutting off high-effort experiences
Agreed that being ‘just okay’ is not what you want, also, making things unnecessarily complicated for customers just to ‘wow’ them is the number one recipe for disloyalty.
Many customers just want their immediate needs met in a very painless and effortless way. All too often, businesses complicate their experience because of some delightful tactics they aimed at wowing them.
Unfortunately, this hardly works. So, it’s better to eliminate complexity and disloyalty by successfully eliminating all high-effort experiences.
Approach technology with an eye on value
Many times, companies adopt technology as a crutch, just for the sake of it.
Some of these technologies end up adding no real values to their customer experience or even souring this in some cases. Rather than just adopt a system because its trendy, businesses who are always focused on value will be able to identify valuable technologies and incorporate these into their businesses in a way that adds more value and improves their customer experience.
Think decisions through before actions
Many businesses rush into taking consequential decisions without carefully evaluating how these will truly affect the customers who would be at the receiving end.
Rather than trying to dive in as soon as possible, companies should first consider what exactly their customers want and then use this to shape their decisions.
Incorporate branding into the customer experience
We’ve mentioned how innovation is one very important thing that drives positive and unique customer experiences. One ingenious way to do this is by incorporating your brand into the customer experience.
This makes it harder for competitors to copy the innovations as most of these memorable experiences are usually tied to and associated with the brands and business that first implemented them.
Focus on providing quality support
There’s hardly anything positive about companies that offer crappy customer support.
It makes sense to back up your excellent service quality with an equally excellent support service. This adds a lot to the customer experience creates credibility and enhances loyalty to the brand.
Fashion customer experience around your business model
You want to avoid non-valuable innovations and feature improvements that are of no importance to your customers. By designing your customer experience strategy around your business model, you’ll effortlessly add great value and strength to your business.
Listen relentlessly to customers
Here we round it up. If you haven’t been doing this; start talking and listening to your customers relentlessly. Why is this important? Because you want to extract insights and see from their perspective.
This will not just help you evaluate what impact your strategies are having, it will also help you understand where corrections and adjustments are highly needed.
Since your goal is to create a more positive customer experience, the customers themselves are your best bet to get the information you need.
Improving your customer experience will go a long way to improve your customers’ satisfaction with your brand and anything aside from this will do your company no good.
If you need an expert company to provide your customers a seamless, engaged and real-time customer experience, One Contact Center is the company to call.
At One Contact Center we’ve been helping businesses building support services to make it possible to deliver quality customer experiences. Even though it may seem a hard thing to do, it is a worthwhile process. You can reach out to us if you’ll need our help in helping you restructure or set up an effective customer support structure.
We can significantly improve your customer service experience and, at the same time, cut your operating cost by up to 60%. We ranked #1 in Customer Service support in a prestigious 3rd party benchmark study for two years in a row. We offer customer service, social media, email and chat support. Contact us today!