Customer experience is about showing up for the customer when and where they need you, with ease and consistency on their part. Every interaction contributes to a customer’s experience from marketing, onboarding, and customer service.
Why Is Customer Experience Important?
A remarkable customer experience is critical to the sustained growth of any business. A positive customer experience promotes loyalty, helps retain customers, and encourages brand advocacy.
Here are 3 quick tips for improving your customer experience strategy:
(1) Provide Clear Paths to Resolution
Sometimes technology cannot satisfy your customers, and a human touch is required for more urgent issues. When the path to resolution is anything but a seamless straight line, it adds effort to the customer journey and puts a damper on the customer experience.
Having a clear picture of your customer’s needs is a positive side effect of knowing your target audience. Re-channeling should be intelligent and immediate. If the first engagement is with a dynamic contact center or other self-service platform, then escalation to phone, chat, or email should be easy and targeted to the right agent with the right skill set.
(2) Build Customer Loyalty Using Social Media
It is important to for clients to recognize your product or service. For this, they need to be informed about it time and again, until they
Social media has become one of the first channels that customers contact to get help. A study by Facebook cites that 64% of people prefer to message a business than other methods. The reality is that customers don’t want another backdoor.
As a result, it stands to reason that you should use social media in your customer service efforts. Obliterate the silos made across new marketing channels and provide everyone first-class service. Share your most popular support articles and case studies. You’ll be surprised to find that future customers “on the fence” will chime in sizing up your solution.
(3) Personalize Interactions with Customers
Personalize can take on many different meanings. Personalizing experiences for your customer can help form a bond between brand and buyer. For instance, providing vouchers to the customer after their first purchase can personalize their experience and make them brand loyal over competitors.
Personalization doesn’t have to just be a discount, it can take on many forms: a Thank you letters or emails to customers after purchase, customer follow-up surveys or making the customer feel valued even after the sale is made is a great way to boost the overall customer experience.
Conclusion
IIn customer service and in marketing, communicating with your customer means anticipating their wants, needs, and problems even before they arise. In the future, the battle will not be won on the price page or product features, but rather on the entirety of your customer experience. So, start improving your customer experience strategy now.
TRANSFORM YOUR BUSINESS TODAY!
Realizing the importance of digital transformation, The Malaysian government has introduced various initiatives to encourage SME digitalization. The Malaysia government through the Ministry of Finance (MOF) is working together with Bank Simpanan Nasional, SME Bank, and Malaysia Digital Economy Corporation (MDEC) in managing the grant to eligible Small & Medium Enterprises (SMEs) to adopt digitalization in daily operations.
Get your Matching Grant up to RM 5,000 with SME Digitisation Initiative now, for any Digital Media Marketing & Video Production services from SBS.