Customers are more sensitive to the way they are treated and the kind of experience they get when interacting with retailers, brands, and businesses. That increase in sensitivity has a simple reason behind it; there are simply more options for customers to choose from – online and offline – and they now look for brands or businesses that can deliver the best customer experience.
If you think customer experience is important right now, wait until you see how the market adjusts itself in the next few years. Customer experience is something you need to start fine-tuning from today in order to stay ahead, and these four tips will help you get started right away.
Start with Consistency
Before making big changes and trying too hard to please customers, you need to cover the basics and create a pleasant customer experience. The one key factor to focus on at this stage is consistency.
Consistency can be seen from two angles. The first one is being consistent with the customer experience you deliver to EVERY customer. You want your customers to be equally comfortable whenever they visit your store or browse through your online catalogue.
The second angle is delivering customer experience in a consistent manner across the customer journey. There is no point in pleasing customer while trying to convert them, and then causing that same customer to leave due to poor customer service.
Invest in Good Customer Service
Speaking of the customer journey, it is also important to understand that a customer’s journey doesn’t end when they make their purchases. In fact, that first purchase is only the beginning. To really be competitive, you need to know how to retain customers.
The way you do that is by offering good customer service. It starts with simple things like handling complaints or support requests from customers the right way. You can do this by using the best helpdesk system and forming a team of customer support officers who care.
Good customer service also means following up on those complaints, being able to maintain a database of customer communications for a more personalized experience and going the extra mile to please the customer. This is how you create a pleasant aftersales experience.
Evaluate and Improve
Just like many other parts of the business, delivering good customer experience is never a one-time thing. It requires constant work and a lot of small refinements and changes to be made on a regular basis.
Remember that the customers are changing. They may expect different things from their experience with your brand. The shift in marketing messages may also influence how they approach your brand when seeking help. These changes need to be anticipated in order to keep your customers happy.
It is also worth noting that you cannot please everyone. At some point, you will run into issues that you cannot fix; that’s okay. Rather than getting knocked down by that disappointed customer, try to evaluate the situation more thoroughly and find ways to improve.
Centralize Your CX Resources
The things you learn from interacting with customers – and the disappointed customers we talked about earlier – are valuable in further improving your customer experience. Everyone in the company, especially those who interact with the customers – need to have access to those same resources.
This is where centralizing your customer-related resources come in handy. Using a CRM or a capable helpdesk system, the customers can enjoy the same top-notch experience regardless of the support officers helping them.
Improving customer experience starts with making simple changes to the way you cater to customers. The four tips we discussed in this article will help you get started with making your own improvements in no time.