Customer satisfaction is the biggest part of the business. They can make or break your brand. Because of the competition, gaining customer experience is a little daunting. But, businesses are striving hard to achieve it. Some even try call center outsourcing to the Philippines and other countries with great BPO services. From the time of producing the material until the finished product, you need to have the customer-centric view and approach. This makes you achieve the success you desire. Ultimately gaining customer experience. At the final product, you need to have reviews timely and improve the product based on that. This can be online reviews or getting feedbacks directly. This helps to retain the existing customers and gain new customers.
Hence to achieve this, you need to examine the buyer’s journey and see how they communicate with the company. As a matter of fact, if the customers are satisfied with your product, you can gain even word-of-marketing also. If you deliver outstanding customer experience they keep coming back to you repeatedly. One of the best ways to achieve excellent customer service is to train your employees and provide them with the right resources. However, this is important especially when the customers have a problem.
Why employees need to be trained
In order to avoid a negative experience, delegate the work and empower employees in the organization to do their best during the process of production. Moreover, they need to be trained on how to give quick solutions to the queries posed by the customers. They also need to follow certain procedures and paths to be successful and help the organization to achieve it. Employees have to understand that customer experience impacts all the business endeavours and this can be achieved only through proper training. In addition according to studies, 60% of employees are willing to come back again if they experience better service. Furthermore, Companies which gain higher satisfaction wins increased revenue by cutting all the churns. As an entrepreneur, you now understood how trained employees can deliver better customer experience but do you know what the term is all about.
Customer experience
The interaction carried on between the company and their users throughout their business lines is regarded as customer experience. An interaction can be of
Product awareness
Advocacy
Discovery stage
Cultivation
Purchases and
After-sales services.
It is the sum total of impressions left on the products by your customers. It is the outcome of the thinking results of the product across various stages of the customer lifecycle. This lifecycle includes
Reaching potential customers
Offering relevant information or content about the product
Keeping in contact with the customers and develop a relationship
Retaining customers through customer feedback and taking actionable insights
Accepting recommendations for your products and services and making them brand advocates.
Since multiple phases go into making customer experience, it is important to know the tips of delivering excellent customer experience.
Planning
Since ages, companies are concentrating to improve customer experience. For this, you need to develop the goals, mission and vision by keeping targeted customers in mind. Everything needs to be aligned with the users and the regulations are to be developed through the customer lens. This makes you concentrate on a 360-degree view of the customer and makes the production well.
Show empathy
Making customers feel valued gives a personalized feeling to them. It makes them return back to your products. Listen to them carefully whenever you get a chance. Be a good listener and implement those words into the production area. Assure them that you are listening and caring about their reviews with every improvement you make. Entrepreneurs need to continuously remind their managers that they are working towards achieving customers and need to think by stepping into their shoes. Moreover, researchers have proven that most of the companies are developing their products by sensing the emotions of their customers. It can be feelings, thoughts, and attitudes of the buyer’s persona.
Be Friendly
The most successful companies know how to get along with their customers. Human relation is essential to sustain in this competitive world. Besides, being interactive with customers increases brand loyalty and make their customer experience even more comfortable. In fact, companies need to develop ways to develop an environment that portrays friendliness. Always be smiling and shows politeness courteousness, and promptness while responding to customer queries. When you communicate with them directly through trade shows and exhibitions have eye contact. Using warm words and having eye contact makes your customers feel comfortable and increases customer experience.
Improve in every phase
Okay, now you have developed a new product. Next what? It’s is the time to showcase your product to potential customers. That is also done and received customer feedback. Then what are you thinking? Don’t stop there!! Move ahead. In fact, there is positive feedback but, there is also a negative review through some of the customers. Take that also into considerations and improve it. This is essential for your success. Always develop look for improvisation and gain experience. Capture all the feedbacks in realtime.
Either send a follow-up email or call your customers asking them to give reviews. At present they are many social media platforms to interact with the customers. Face them regularly and make a way for improvements. It is also important to have a customer service desk at your office to have the queries answered timely. If the customer service agents provide right feedback, with a friendly attitude then the world of success is waiting for you.
Appreciate customers
How do you feel when someone praises you. You feel most valued right. Same goes with the customers you are interacting with. At times, you need to say thank you and send away the goodies they deserve. This approach makes them feel happy. This delivers new prospects and generates leads. Do you know that the unappreciated customers don’t come back you, how much ever hard work you do? Yes according to researches, 68% of the users left the business as they as didn’t receive the appreciation much. But did you see the doorman who welcomes you at the restaurant and says thankyou while going? Seeing the man’s smiling welcome gesture you feel like going to the restaurant again. Same with your chain of businesses.
Conclusion
Companies who have a great customer experience report to have great customer satisfaction. This retains the customers for a long time. This customers highly regard your brand and are willing to come back again. Whenever they look for the product they want, they don’t look for the other products and will be eager to purchase your brand product or service itself. The customers who have positive experience use their word-of-marketing to their family and friends. Moreover, competing with prices is not enough you need to be customer-centric and win the hearts of customers. For this, your customers need to emotionally connect with your business. Once you start providing an outstanding experience the investments will come back you in double.
