Businesses rely heavily on the customers.
Customers rely on how they are treated to decide if they want to continue supporting a company. This is why it’s very important that your organization focuses on giving customers the best experience that they could have.
Customer service vs customer experience
Customer service and customer experience are both essential to an organization’s success. So to be able to satisfy your customer with your business, you must first know the difference between these two terms.
What is customer service?
Customer service is one piece of a big puzzle that is called customer experience. It focuses solely on your team’s interaction with your customers. How you support customers when they are browsing your products, how you give them good advice when they ask, and how you solve their inquiries is under the customer service category.
In relation to this, you should get a good customer-facing team that at least has patience, product knowledge and tenacity. This is so they can provide the customers the right answers and assistance when they need it.
What is customer experience?
This is now the big puzzle, the sum of the entire customer journey with your business. It includes every interaction between the customer and your business – from browsing products on your store, interacting with your staff, purchasing a product, customers reading promotional materials on your business and finally, the clients using your product.
This looks at the impression you leave with your customers. All the time you engage with your client about your brand summarizes the whole customer experience.
Five ways to strengthen your customer experience strategy
Since customer experience deals with every participation your customer does within your organization, you must ensure that your team has a strong strategy to give a good impression.
Read these different ways to strengthen your strategy when it comes to customer experience.
Have a clear customer experience vision
Building a clear customer experience vision is the initial phase in implementing ways on how your business provides services to your customers. You should develop a customer-focused approach that your team can easily adapt to and understand.
Implement principles that drive the best behavior of your organization towards your clients. Then, make sure that every member of your team knows this by heart and practice this into all areas of training and development.
The goal is not to have only one team that focuses on your customers’ wants and needs. The goal is to transform every employee into customer-experience advocates to develop a customer-centric culture in your company.
Know who your customers are
Segment your customers and create personal profiles according to their behaviors and personality. Understanding your customers, their needs and wants, and connecting and empathizing with them is a great way to develop a relationship between you and your client.
This would also help your customer support team recognize who they are and understand them better. After all, if you know your customers, you will know what they need and your company can easily fulfill their needs.
Develop an emotional connection with your customers
The most satisfying customer experiences are accomplished when your team creates an emotional connection with a client. Clients become loyal to a brand when they are emotionally attached and they connect good memories to a product or service.
Strive to connect with your clientele every time they have a transaction in your store. The more comfortable they are with you, the more likely that they will come back to purchase your products or services.
Real-time customer feedback
How do you know if you are delivering a great customer experience? Simple, ask. It is ideal for a business to ask for customer feedback all the time to gauge if they are doing a good job on satisfying a customer’s needs. It is more than ideal to ask for feedback real time.
Nowadays, there are many ways to actually do this. Use live chat tools to have real time conversations with your customers, send a follow-up email in the form of a survey after they are done with their transaction, tie customer feedback to specific customer support agents to quickly deal with a complaint.
With this, you ensure that your product has met customer expectations. While collecting feedback, you actually show to you clients that their opinions are valuable, which makes them feel attached to your business.Â
Check your ROI from delivering an excellent customer experience
Finally, after all of these methods, you have to track your business results. You should know if all the investments and changes that you’ve done to your team’s process are working and paying off. Â
Measuring your customer experience is one of the hardest things that an organization could face. So you should find an effective and easy tool that you could use to know if your business is giving out a great customer experience to your clients.
