For businesses to display a good customer experience, the six pillars are must-follow. Creating an exceptional customer experience directly impacts your business sales and growth. By following these pillars and incorporating them into your practical life, you can assess the quality of services that you are providing to your customers. Organizations that have mastered all these skills can achieve their business goals. They stay at the top of their game and gain the trust of their customers.
When combined, these pillars can be used to determine how well businesses are providing their customers with the best possible experience across a variety of channels. Those organizations that are successful have perfected all of these skills are always at the top of their game. Successful organizations have a firm grip on all these aspects, that can lead to their business success.
1. Integrity:
Integrity is a result of organizations that repeatedly display trustworthy behavior. A company and its employees can build trust through events and moments that foster integrity. Integrity is defined as the ability to deliver on commitments made to customers by a company. Organization’s sense of purpose and how it carries out this purpose on a social, moral, and ethical level is the foundation of trust and integrity
2. Resolution:
Getting back customers who have experienced bad service is imperative. Regardless of how effective some processes and methods are, failures will happen. Top companies prioritize their customers. They always focus on turning a bad experience into a good one, and highly regard their customers.
You should not only aim to solve the problems of people. But you also need to pinpoint the causes so that such challenges will not arise in the future. The key to resolving a problem is a humble apology (even though you are right) and immediate action.
3. Expectations:
The best brands out there set high standards. So it’s normal for customers to have high expectations on how their needs are met by your services and products. Top organizations know that their brand promise and interactions set expectations to customers which they must fulfill or even exceed in some cases.
4. Empathy:
Empathy is closely related to knowing how someone else feels (your customer). Through empathy-creating behaviors, you can establish a strong connection with your customers. By getting to know the customer’s feelings, businesses can offer solutions based on their understanding.
5. Personalization:
Personalization is among the most important elements of the excellent customer service experience. Knowing how to adapt to the customer’s experience based on their specific circumstances is an essential element of the personalization process.
By knowing a customer’s preferences, studying past interactions, providing attention on an individual basis. And using names, it’s easy to make them feel special. Personalization is the name of making customers feel in command, appreciated, and respected after doing business with you.
6. Time & Effort:
Customers are looking for instant gratification due to the lack of time they have nowadays. Removing obstacles that delay customers’ decision-making process and making them achieve their objectives easily is key to increasing loyalty. Companies can use time as a competitive advantage since it can cut costs as long as other pillars are not sacrificed.
While respecting the sentiments of the customer is important. It is also crucial to see things from their viewpoint. You may think it’s unfair that the customer is angry at you because the postal carrier delivered late. But they feel that this should not have happened. They want the package to arrive quickly because they were waiting for it.
7. Proactive:
Be proactive in helping customers when they experience problems or know they are about to experience them. Provide assistance before customers realize they have a problem. Communicate with them directly and openly, and let them know what you’re doing to fix it.
Being proactive means that you are focused on making things right for the customers. Customers will appreciate that. It is one of the best ways to foster a sense of belonging in customers.
Summary:
Think about how emotional customers may react to things when dealing with them, and try to be sympathetic. While you do not have to change your company regulations or make exceptions, you should always be respectful of them, even if they do not return the favor. By following these tips, you can surely make a difference, when you look at your sales calendar at the end of the month.
