As the WWW has progressed to become a significant part of our lives, everything from shopping to working is done online. What connects us in this online life to reality and gives us feedback on our progress in work is the customer experience. Therefore, customer experience and customer service have come to be a subject undergoing intense study.
The Value of Exceptional Customer Experience (CX)
First, we will go through why customer experience, or as it is more commonly known as CX is so important. Across the world, companies have an average customer satisfaction rate of 86% today. Most of this is owing to exceptional customer experience surpassing your customers’ anticipations.
Brands have to be reliable and deliver the service guaranteed by them, however, companies can always amaze their customers with additional attention as well as care. A wholly contented customer influences 2.6x as much profits as a not-so-very-satisfied customer, and 14x as much profits as a rather dissatisfied customer. No wonder an exceptional customer experience is very crucial for the success of your business with the revenues being directly proportional to the level of customer satisfaction.
Creating an Exceptional Customer Experience (CX) Strategy
Let’s try and understand how exactly you can get to designing an exceptional Customer Experience (CX) Strategy, to make your brand reach the acme of success:
1. Customer Centric Culture:
Know your audiences and customers. Knowledge and personalization is the key here. Making every one of your clientele feel special and exclusive will convey a positive message. It would make them believe that they are cared for and are valuable to your company, especially when they are facing a complication.
If you do so, you have a higher chance of building trust with them. This would make your brand a reliable one for your customers and notch your brand up above your competitors.
2. Connect with New Shoppers:
New shoppers are much more prone to becoming loyal customers. Create an experience that positively influences customers and certifies that they will keep choosing your brand in the future. This can make the new shoppers your very loyal customers.
Consider a scenario where your customer had to face some complications on your brand’s portal. Obviously, first impressions are very important, but if they turn out to be bad experiences, there is no denying that they can be transformed into good experiences. How? Well, the answer in this situation is very simple. You could transform any bad experiences of your new customers into good ones if you provide reliable customer care and solutions to their crises. They will always remember you as a trustworthy brand and will keep returning to you.
The way a brand responds to complaints from its clientele is what largely impacts the brand’s reputation. As a matter of fact, 95% of people who had a bad experience are willing to give the brand another chance if they know their issue has been resolved properly.
3. Actively Listen to Stand Out and Tall:
Customer feedback, whether it is positive or negative, is a treasure-trove of functional acumens. It allows you to understand what is working for your customers and what is not. This lets you recognize your customers better as well, for you can understand their requirements and expectations.
Listening proves to your buyers that you hold their opinions high in esteem, and this sprouts an emotional connection of the company with its clientele. Paying attention to what customers’ opinions are about your company can navigate your brand in the correct trajectory.
Therefore, listen carefully and carry out surveys and studies along with targeting customers to gather reviews. Exceptional Customer Experience does not only demand you listen but act in the right direction as well.
4. Track CX metrics:
Metrics provide you with exact information on how successfully your brand’s customer experience approach is operating. They let you accurately know the level of performance of your brand and what the customers think about it. Here is a list of metrics that can be utilized:
- Net Promoter Score (NPS): Assesses loyalty of customers by asking how likely is it that they would recommend your product/services.
- Customer Satisfaction Score (CSAT): Assesses customer satisfaction level on a scale of 1 to 5.
- Customer Effort Score (CES): Assesses the ease of use of product/service by asking the customers.
- Customer Lifetime Value (CLV): Calculates the expected total profits from a single customer account.
- Average Resolution Time: Assesses the Average time it takes to resolve s certain problem the customer faces.
The type of metric you use is supposed to resonate with the goals your company plans to achieve by instilling an exceptional customer experience.
5. Omni-Channel Support:
Omni channel is an expression used in e-commerce and marketing to depict a commercial strategy that targets to deliver a smooth shopping experience throughout multiple channels, including stores, online websites, and social media.
Providing Omni channel customer support is a vital obligation and necessity these days. A CMO Council research stated that at least 85% of consumers have a preference for interacting with companies using a combination of digital channels with physical ones.
6. Empowering the Employees:
Supply the knowledge and tools your employees require to strengthen customer relationships and provide your target market with exceptional customer service.
Set up trainings and workshops that assist your employees to better comprehend your customers and know how to serve them in the correct manner. Authorize them to make choices that advantage the clientele. Empower your employees truly.
Satisfied employees are more likely to work harder to make your company’s customers contented. Statistics have portrayed that brands that place employee engagement at the pole position of their aims have a 17% step-up in efficiency and productivity.
Concluding Remarks:
There’s no skepticism in the fact that customer experience is the route to any brand’s accomplishments, and great customer service is crucial for exceptional customer experience. This is the ultimate key to developing the customer’s trust in your company, and this could keep them coming back for more products/services your brand has to offer. We really hope that implementing the strategies we discussed will take your company to an altitude of success and give your clientele an exceptional customer experience.
