5 Easy Ways To Better Customer Experience

Customer experience or CX refers to everything related to a brand or company that leaves a great impact on the customer. Simply put, it is what the customer feels about it and take further decisions as per their last experience, like purchasing more or giving up on buying anything from it.

Here are a few easy ways on how to improve customer experience or make it better.

• Have a vision to improve CX

It’s the first step that starts with thinking about a vision to better CX. This vision will easily show you where to move to as the next level. Create a set of instructions and principles to make it really happen. For instance, a leading telecom brand (Airtel) sets customer support as a priority. It has made a culture to listen to as many requests as it can to turn all of them to zero. It’s a change and a very big opportunity to win the heart of its customers with undying support and services. 

Like this principle, you should find a unique way to create a touchpoint & set as a principle. This point will put your brand in the most likable brand that cares for the customer. Ensure that your brand’s representatives communicate about it, learn it by heart and completely devote to it.

• Know who you serve as customers

It’s really hard to make your customer feel wow about your principle. But, this happening is possible, given that you accurately identify who your support team deals with- brands, laymen, retailers, wholesalers or whosoever.  

Once you are able to know, the way to making your customers happy will be easy. It is simply because you would easily connect them through a chatbot, emailing or social communication channels. This connection will be a touchpoint to understand what they need in which conditions or situations.

 You can easily get in touch with them at the very time when they need your help the most. Their grievances are mostly related to the brand experience. With the advent of web presence, it’s no more difficult to monitor at what point the difficulties trap them. 

Once monitored, you can analyse deeply to group customers in various profiles. Then, the customer support team would recognise the customers’ situation, which helps it to empathise and provide an instant solution in their power. 

For example, teenagers find it difficult to make online payment through credit cards. Certainly, they won’t carry it. Your customer support executive can create a customer profile to generate a touchpoint at the very time when there is a teenager to buy something online. It would be a great assistance for them at the time of necessity. 

• Connect emotionally

Customers are not much affected by what you say. Rather, how you say-it means a lot to them. It creates an emotional connect.  

There are dozens of new adverts that you see every day. But, only a few make it up. Coca Cola, for example, has touched the emotions of people by saying “Choose Happiness”. This campaign encouraged people to share happy moments and experiences to feel really good. 

A study states that more than 50% of the CX is due to emotions, which attract people and push them to make a decision. They become loyal gradually when they emotionally attached with the product/service. It happens because the brand shares values that customers always expect.

With customer services also, people dial the number of the support executive with the intention of getting a clear solution. Patiently listening to the customer’s request and then, saying that he/she understands what problems you suffer from means a lot to them. 

• Get feedback in real time

To know what customers think about your service is important. It should be vital because their opinion is backed by the previous experience. You can ideally do this by asking-how much they like your products/ services in the real time.

There are many ways to get feedbacks. You can use live chat applications to communicate and know the real experience of your customers. Once got, send a thanking email with a follow-up message to every customer.

Even, you can follow this trend with outbound calls to your audience. This will certainly help you to gain an in-depth insight of their review.

• Measure ROI and optimise customer journey

How do you know that your customer service is doing well? Is it hitting right at the aim?

Measuring it is necessary. How?

It’s through results or outcome. Although it’s a big challenge, yet collecting valuable information through a C-SAT survey can pay off.

You can build a form while asking a few questions about-Are you satisfied with our service? Would you recommend our products/ services to your friends? Or, whatever you like about knowing their experience.

Even, you can use the Net Promoter Score-like online tool to measure customer experience & their loyalty.

Once you know, start optimising their journey. To get deep with it, you need to learn how easy or difficult their journey with your business/ products or whatever.

This analysis will identify the sweet spot where your brand excelled and the weakest points where you need to work more for strongly correlating outcomes with them. The clear understanding of the end-to-end CX will help you refine it and improve your quality.

Wrap up!

Focusing on the CX and journey ensures finding the problems within them. Once understood, you can offer new opportunities to turn a normal experience into a great customer experience. It gives any business a strength to draw some ideas for improving business relationships, loyalty and hence, increasing growth possibilities.