5 Easy Ways to Improve Customer Experience

June 3, 2019
Marketing

If you think about ways you can differentiate your business from that of your competitors, one obvious consideration is customer experience (CX). Customer experience should be at the top of your priority list to build your brand's reputation and identity.

Customers today have access to their choice of companies and services, and they expect a superior customer experience. The standard for what is considered a great customer experience is only going to increase as businesses compete to emerge as the best experience providers.

What can you do to immediately improve your customer experience? Here are 5 critical yet easy ways your business can meet customer expectations and provide a great customer experience.

Improve Your Customer Experience with These 5 Ideas:

1. AI for CX

How can you use AI to improve customer experience? There are many possibilities. Chatbots, analyzing survey answers, your CRM, and even language translation are all uses of AI which contribute to superior customer experience.

If your clientele is international, AI can help you communicate better by providing multilingual customer service.

Text analysis software can help you easily categorize, interpret, and analyze customer survey responses.

AI can compile an array of customer journey data into a unified customer profile. AI can understand next best action, predict future behavior, and deliver responses which build a great customer experience.

Chatbots are redefining customer service by providing personalized responses to customers 24/7. Customers prefer fast response times and rapid resolutions to problems. AI makes it possible.

2. Mobile Friendly and First

More of your customers are using their mobile phones to conduct business than ever before. Every aspect of your business needs to consider mobile-first capabilities.

If your customers are discovering and interacting with your company for the first time, you want to deliver a mobile experience that is the same as if they were using their desktop computers. Response time, as well as visually fitting within the mobile screen, can contribute to positive customer experiences.

3. Customer Surveys

A great way to understand your customers and how they relate to your brand is by conducting customer surveys. You can gain valuable insights into your customers’ likes, preferences, and needs. AI can be used to analyze the data. Surveys with open-text questions are more effective than traditional questions with finite answers because you will receive detailed responses and explanations.

You can use the feedback you receive in a number of ways. By listening to your customers, adjusting your policies, services, and products when necessary, and implementing customer ideas, you elevate your brand and establish a reputation for consistently providing an outstanding customer experience.

Gather customer feedback and data across all channels and sites for more complete and accurate information. For a personalized touch, respond back when appropriate to customer survey suggestions, complaints, and ideas.

You can implement a similar system with your own employees. Understanding they are appreciated, heard, and empowered to contribute to the success of your company will help your entire team provide the best customer experience.

4. Outstanding Customer Service

Customer service and customer experience are two closely related, but not completely interchangeable terms. Outstanding customer service is one part of a superior customer experience.

The fundamental tenet of excellent customer service is simple: Listen to the customer’s needs. Your customers may contact you via social media, email, phone, or in person.

The mode of communication is not important. What is important is your rapid and measured response. Once you listen and understand the problem or need, you can then respond to that, with empathy, professionalism, and honesty.

Repeat back to the customer a synopsis of what the customer wrote or said to demonstrate that you did listen and understand. Even if you are not able to provide the resolution the customer is seeking, trust in your business increases by the manner you handle customer service situations.

Empower your team, if you haven’t already, to make customer service decisions. A company which consistently handles and resolves customer needs promptly creates a foundation for a positive customer experience.

5. Customer Journey Maps

A customer journey map is similar to a buyer persona, except that the customer journey map focuses on a customer’s experience over time. The buyer persona is more of a snapshot of the ideal buyer. Customers respond to personalized experiences.

You can improve your customer’s experience by using a customer journey map because it helps you understand your customer’s needs, questions, and what they are ultimately trying to achieve. It is a smart way to visualize how your customer moves through the sales funnel.

Customer journey maps help you keep on top of today’s rapidly changing trends, including ever-evolving customer expectations. Customer journey maps assist you as you improve your customers’ experiences by fully examining needs and desires, gaining insights, and better understanding your customer.

Taking the time now to focus on improving your customer experience will build your brand and customer loyalty. The ROI potential is huge. Businesses that fail to grasp and embrace the customer experience concept will lose competitive ground quickly.

Listen to your customers and meet their needs. Implement the five customer experience components above to nurture a true connection with your customers that goes beyond the price of your products or the quantity of sales.

Connie Yerbic

Connie Yerbic is an San Francisco-based entrepreneur and writer specializing in online tech, marketing, and productivity solutions for businesses. She enjoys traveling and performing with her rock/metal band.

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