Lets first of all define the difference between customer experience and customer service. While customer service just covers communication with customers, customer experience refers to the sum of every interaction a customer has with a business. If you provide excellent customer service, this does not mean your customers will be happy and totally satisfied while interacting with your company. There lots of factors that impact this and cannot be ignored while developing your company customer experience strategy. Here they are:
- customer support quality
- social media presence
- products or services availability
- page load speed
- personalized experience
Those are not all factors that influence your overall customer experience. However, you should not ignore them while developing your company customer experience strategy. The following tips will help you not only to cope with this task, but also will make your company standing out from the competition.
Quality support is your priority
According to Aberdeen report there is a 92% retention among companies with a well-crafted customer service approach. Moreover, if your customers were happy with the service provided, they would share their positive review on social media. There are thousands of negative stories on the web and just a few companies are famous for excellent service. Your company can be among them if you make your customer service quality your priority and include it into your customer experience strategy.
Listen to your customers
Today’s digital customers want their voices heard and problems resolved quickly and without having to jump through hoops. However, listening to customers does not only mean resolving their issues fast and efficiently. By asking to leave a feedback you will get deeper insight into how they feel about your business, and what you can do to make it better. The following ways will help you to gather customer feedback:
- focus groups
- social media
- open communities
- post chat surveys
- email and web forms
Don’t miss a chance to find out what customers think about your company, how they feel about your products or services and where they would like you to improve. Their feedback will help you to become better and show your customers that you really care and value their opinion.
According to Gartner 50% of brands will direct investment into customer experience technologies. By investing in customer service technologies you will show that you prioritize customer needs. Tech savvy customers want to find answers quickly, they do not want to waste their time by waiting for phone response or for chatting with your team. On the other side, there are customers who prefer communicating with a human and getting personalized support. You need to take into account all these factors while developing your customer experience strategy, understand your customers and what kind of channels they prefer while interacting with your team.
Moreover, you need to understand how convenient your website is and how easy your customers can find whatever they need. By taking advantage of innovative technologies you will easily get answers to those questions, analyze your customers’ behavior and meet their expectations. 70% of consumers say technology has made it easier than ever to take their business elsewhere and 75% of them report technology has kept them more informed about product choices than ever before.
It’s all about people
“If you make customers unhappy in the physical world, they might each tell 6 friends. If you make customers unhappy on the Internet, they can each tell 6,000 friends.” – Jeff Bezos
Your customers make your business and the way you serve them will either boost your business or sink it. The most effective way to humanize your customer experience is by offering personalized customer service. Here are five main tips for developing human approach:
- recognize your customers
- talk to them with empathy and respect
- respect their time
- let your customers use their preferred communication channels
- reward your customers for doing business with you
WOW your customers
You’d need to go the extra mile to WOW your customers and create the memorable and delightful experience that will leave a lasting impression. Sometimes a WOW moment is part of well thought-out marketing campaign. However, in most cases it happens during smaller interactions with customers. By WOWing our customers, we show them our friendliness and helpfulness, so that they will have a desire to tell their friends about awesome customer service. Use these recommendations while assisting your customers and you will see the difference:
- Add some human touch to your communication
- Make your responses more personalized
- Surprise your customers
- Always come up with a solution
- Recognize your customers
- Focus on the very first customer experience
The right customer experience strategy will help you not only win and attract new customers, but also retain your existing ones. If you provide great customer experience, your customers will stay with you satisfied and happy. Do you have your company customer experience strategy? We will be glad to hear your tips and tricks in the comments to this blog post.
Olga is a customer service expert and owner at Supportyourcustomer.com. She is writer and blogger on customer service and customer experience excellence.