In these extremely competitive times, offering the best customer experience has increasingly been used to etch an advantage over rivals. Products and services no longer offer the much-needed advantage to enable one’s business to compete favorably with its competitors. Focus has shifted from what the product has to offer towards the experience delivered by the brand to clients across the client’s entire journey. There are quite a few businesses that find it difficult to improve their customer experience despite its current trend. Here is a guide on how to make a better experience for your customers.
Understand Your Clients
When learning how to make a better experience for your clients, you happen to discover that knowing them is key. It essentially enables you to have a better understanding of their needs and which allows you to establish ways of fulfilling them. For your organization to really understand your customer's wants, it needs to be able to empathize and establish a connection with the situations faced by your customers. You may achieve this by segmenting your customers and establishing personas. In each segment, try to allocate a persona name and personality. Through such personas, your customer support team may be able to easily recognize who they are dealing with and have a better understanding of them. This is considered a major step towards being customer-centered.
Through Lead Nurturing
Lead Nurturing is essentially intended to assist potential clients throughout their purchasing experience. It not only converts leads into qualifying for the market but also helps along the way to achieve more sales for a business. Effective lead nurturing can be consistently used to deliver a meaningful message to potential clients irrespective of their timing to make a purchase. It is not a simple follow up strategy that you use every few months to inquire from your clients if they are ready to make another purchase. It may be a long and winding process, but along the way, you may be able to build trust-filled and meaningful relationships with the right people in your target market.
Establish a Customer Experience Management Program
Customer Experience Management (CEM) is an established way of controlling, tracking and developing customer interactions. It enables you to increase your customer’s loyalty and interaction through positive word-mouth advertising. By developing an active CEM, your business may be able to proactively improve the client’s experience at every stage of their journey.
Capture Real-Time Customer Feedback
By capturing your customer’s feedback in real-time, you will be able to tell if you are delivering excellent customer experience. You can achieve this by using live chat platforms to have real-time chats with your clients. Afterward, you can send follow-up emails to every client, which should contain post-interaction surveys. You may also decide to male outbound calls to clients in an effort to obtain more comprehensive feedback. It is crucial for you to tie a specific customer support agent to the customer feedback. This adds a personal touch to the whole interactive process.
Engage Customers on Social Media and Reward Them
Social media offers an inexpensive platform for interacting with your clients. If your clients follow you or engage with you, it is likely that you have something to offer them or they value you. You may, for example, decide to develop your social media brand in such a way that it engages with its followers in an amusing way. This may be achieved by sharing humorous posts or tweets that are guaranteed to make your clients smile. In addition, you may decide to reward engaging clients with incentives such as discounts and prizes. This enables you to spread your brand in a positive way and establish loyalty with your valuable clients.
By understanding your clients, lead nurturing, establishing a customer experience management system, capturing real-time feedback and rewarding clients that engage with you, then you are on the right track to improving customer experience.
Publish Date: February 5, 2020 9:35 PM