4 min read
When it comes to customer experience, businesses today can’t afford to take chances. In a world where people have more choices than ever before, and social media makes it easy for them to share their experiences with the world, customers can be quick to jump ship.
That’s why it’s so important for businesses to focus on delivering positive customer experiences. When customers have a good experience, they’re more likely to tell others about it – which can result in more business for you.
In this blog, we’ll talk about what makes a good customer experience, the key benefits of one, and how you can create your own.
So, what truly makes for a good experience? Speed. Convenience. Consistency. Friendliness. Human touch. Although the way each organization delivers a great customer experience differs from business to business as every company and product is unique. But, there are some common attributes of a great customer experience that work across all industries, no matter what you sell or what size your company is.
Examples of these common positive attributes include:
According to a study by Forrester Research, companies that work on customer experience management increase their advantage by 14%, in terms of the customers' initiative to buy more, compared to those who do not. This often comes with an increase in profitability, as consumers are willing to pay a higher price for the product that comes with a great customer experience since they value the overall experience more than just the price.
When your customers receive a superior experience, they will continue to stay with your business and recommend it to their friends, family, and social networks. Consumers tend to trust the experience of other consumers more than the image the brand conveys.
Standing up for your brand will enable you to gain customer recognition, word of mouth marketing, faith, and credibility. According to 89% of B2B marketers, brand awareness is the most important goal, followed by sales and lead generation.
It is 6-7 times more expensive to acquire a new customer than it is to keep a current customer.
The probability of a sale from a brand new customer is only 5-20% whereas the probability of a sale from an existing customer is between 60-70%. In fact, 80% of your future profits will most likely come from 20% of your existing customers. You do the math.
For this reason alone creating customer loyalty is vital to your business and the best way to achieve it is by providing a great customer experience every single time customer interacts with you.
Great employee experience and great customer experience go hand in hand and one impacts the other in the most fundamental of ways. It’s common sense if you think about it. Without your employees, you won’t be able to provide any sort of customer experience. And, if your employees aren’t engaged and happy in their work, they won’t be able to (or won’t want to) provide a fantastic experience for your customers.
So now that we understand what a good customer experience is and the many ways it affects your business, let's take a look at some of the key areas of focus for delivering a great CX.
Culture and strategy always go hand in hand. When organizations create a strong, customer-centric culture, it informs all other strategies.
Creating a culture that puts customers first drives more sales, boosts your brand’s reputation, and sets the stage for long-term relationships with loyal customers. It also enables a better, faster, and more accurate identification of customer pain points and, in turn, more efficient and personalized ways to solve them.
Building a customer-centric vision and culture is a major undertaking—arguably the most challenging and most crucial element in any CX strategy.
Understand who your customers are, what are their needs, wants, and pain points. You can use this information to position your product or service as a potential solution. Solving the challenges customers face helps you deliver a great customer experience.
Start by creating a customer journey map. Although the journey is not linear, and every customer is unique, it’s important that you identify the key touch-points customers have with your brand – and you work to improve those first. At the end of the day, the goal is to build a connected customer experience across the entire journey.
Communication is essential to building relationships with your customers and investing in this omni-channel customer experience is a must for today's organizations. Omni-channel takes all avenues of communication and interaction and links them together to get a full view of the customer experience. Rather than siloed experiences operating parallel to one another, the omni-channel approach works concurrently for a seamless and frictionless experience between each touchpoint seen through the lens of the end-to-end customer journey.
Whether you have a physical location or are reachable by telephone or SMS, your website, mobile app, social channels, or customer self-service, omni-channel keeps a branded experience with all of these avenues in mind.
How can you tell if you are delivering a WOW customer experience? You need to ask. Ideally, you ask in real-time. The Voice of the Customer program is at the heart of any customer experience program. It helps organizations capture, analyze, and report on all feedback associated with their brand.
From this feedback, you can get real-time insights into your customers' experiences, identify trends and opportunities to act on in order to deliver great customer experiences.
Delivering a great customer experience is crucial. Although it is an undertaking requiring enormous time and effort, it is way worth it in the end. And it is never too early to start creating your customer-centric vision, identifying key touch-points along your customers' journey, investing in the right technology, and collecting customer feedback to improve those experiences.
Explore the stages of our product tour and the self-service solutions we provide to see how our diverse applications can work for you.
That's not all! Our blog has tons to offer. Explore more posts below to keep learning!
Are you looking to improve the efficiency and effectiveness of your customer support processes? One solution to consider is Knowledge-Centered Support (KCS). This blog will provide a step-by-step guide on successfully implementing KCS in your organization. From assessing your current knowledge management practices to training and educating employees, we'll cover all the key steps to ensure a smooth and successful adoption of the methodology. Following these best practices can streamline support processes, reduce the need for repetitive tasks, and improve the overall customer experience. Let's get started!continue reading →
As a business leader, you know that maximizing your team's productivity is essential for success. One way to do this is by implementing a knowledge management (KM) system. KM is the process of creating, sharing, using, and managing the knowledge and information of an organization. By centralizing and organizing information, a KM system can help your team work more efficiently and effectively. In this article, we'll provide eight tips for maximizing your team's productivity with knowledge management.continue reading →
"Are you ready to take your business to the next level? Learn how to build a comprehensive digital transformation roadmap that will help you stay competitive in today's fast-paced digital landscape. Our latest blog article, "5 Steps to Building the Ultimate Digital Transformation Roadmap," covers everything from assessing your current situation to measuring success and staying adaptable. Don't miss out on the insights and strategies you need to drive digital innovation and success. Read now! #DigitalTransformation #Innovation #BusinessGrowthcontinue reading →
As a business leader, you know the importance of digital transformation in today's fast-paced, technology-driven world. But the truth is that many companies struggle with digital transformation and fail to realize its full potential. In this blog, we'll explore the challenges of digital transformation and share tips and best practices for overcoming them. With 84% of companies failing at digital transformation, it's more important than ever to avoid being a statistic. So, if you're looking to successfully navigate the digital landscape and drive innovation in your organization, this blog is for you. Let's get started!continue reading →
If you work in a call center, you know how important it is to handle customer inquiries efficiently and effectively. But with a high volume of calls and a wide range of topics to cover, it can be challenging to quickly find the information you need to assist customers. That's where AI-powered search comes in. This blog will discuss how artificial intelligence can revolutionize call center operations by improving search functionality and streamlining information access. Whether you're a call center professional looking to improve efficiency or a business owner looking to upgrade your customer support, this blog is for you. So, let's get started!continue reading →