Whether it is about achieving your growth potential or outpacing the competitors, the customer experience (CX) you deliver can make all the difference. Even the best products, competitive prices and superlative ads will not work unless your CX is exceptional. It is clear that CX, rather than product and pricing, is the primary brand differentiator today.
The focus has to be on the ability to serve the customers across their entire purchasing and even post-purchase journey. What they really expect is personalized, timely and rewarding experiences across all the channels of interaction. So the idea is to ensure that you are always there for them, regardless of the device or platform being used to connect. Here are some effective measures that you can embrace for taking your CX to the next level withing weeks.
#1-Know the customers
Needless to say, knowing your customers is essential to understand what works from them. The first step towards creating an exemplary customer experience is building a buyer persona- understanding their pain points, preferences, needs and expectations so that you can align the experience accordingly.
#2-Envision an ideal customer experience
Even before you create a customer experience strategy, there is a need to envision what an ideal experience would be. It is all about understanding how you would ideally expect the customer to feel while interacting with your brand. Once you have nailed your version of the best CX, focus all the efforts on achieving it.
#3-Embrace the omnichannel approach
Being available to the customers wherever they want to reach you is the key. Embracing an omnichannel approach is the right way to go because it enables your customers to interact and be serviced by your brand via any channel. Further, it also eliminates disjointed systems and silos between diverse departments to drive seamlessness in the CX.
#4-Ensure quicker and better resolutions
A great customer experience is the one that ensures smoother, quicker and better resolutions for their queries and issues. A cloud-based call center solution makes the foundation of a winning CX strategy. At the same time, an amazing customer support team is imperative for speeding up the resolutions effectively.
#5-Enable self-service for customers
Enabling self-service for your customers can put things on an auto-mode and make them happier as well. Consider having an IVR system in place so that callers can resolve their queries or be directed to the right agent or department right at the start. Helpful resources and FAQs on your website can also do the trick, while running forums is a great idea.
#6-Focus on personalisation
Apart from prioritizing speed, efficiency and self-servicing, make personalisation the core of your CX strategy. Treat every customer and their problems as unique ones and deliver tailored resolutions rather than taking a one-size-fits-all approach. Train the support representatives to pay attention to detail of every query and resolve them accordingly.
#7-Enhance call center efficiency
Truly gaining a competitive edge is all about enhancing your call center’s performance. Leverage features such as IVR, caller segmentation and call routing data and focus on performance metrics. Invest in an omnichannel platform that provides agents a holistic view of the entire customer interactions and improves their productivity.
#8-Set up CX analytics
Apart from having a dedicated customer support department that goes above and beyond to deliver top-notch services, assess its efficacy as well. A call center solution that is capable of tracking behavior-based analytics is a great idea as it lets you train the agents to ramp up their performance for better interactions.
#9-Reward the loyal customers
A great customer experience goes beyond making efforts at your end; incentivizing the “hero” customers is equally important. Appreciate the loyal ones by offering them goodies such as discounts, guides, ebooks, etc. You will end up retaining the best in the lot and they will also be happy to spread the word about your brand.
#10-Develop a customer-centric culture
Rather than just striving to create a single team for managing customer experience in your organization, focus on developing a customer-centric culture at a company-wide level. Let all your employees become CX experts- whether they are directly in touch with the customers or not, the sole motive should be to serve them in every way possible!
An investment in enhancing your customer experiences can deliver incredible results for your brand. So implement these measures and steer your CX in the right direction!