Published: March 07, 2018 | Comments
Customer experience can, more often than not, determine a company's level of success. Research shows that when customers are dissatisfied with their experience, they will find another company that does meet their needs.
Delivering a frustrating customer experience is just not an option for businesses that want to prosper today. Are you looking for ways to elevate the service you provide? Take a look at the following quick tips that can help you improve your day-to-day customer experience operations.
1. Build relationships & personalize service interactions
Every customer wants to buy from a company that considers their needs. They want their issues addressed. They want to feel and see that their opinion matters. Establishing a relationship with your customers should be the number one priority of customer service.
In a few words, you need to make their experience memorable. How? With a wide array of automation software options, this is not as hard as it used to be. Simple touches like birthday discounts, geo-located promotions, or anniversary acknowledgments can go a long way.
2. Analyze the customer journey
Successful companies are always trying to improve the way they treat customers. The easiest way to do this? Analyze the data you already have. Get to know your customers' habits, histories, and areas of interest. Look for opportunities to make touchpoints more seamless, and also look for ways to be more proactive. The more you know, the better you can tailor future service offerings or products, which not only improves the experience, it might also increase their likelihood to support your business. Track customer behavior on a regular basis and analyze it to respond adequately.
3. Create a rewards system
Who doesn't love a good freebie? Find unique ways to reward your customers for being loyal to your brand. Here's an idea: choose a period each year when you will offer special giveaways and surprises for your most loyal customers. Use live chat software on your website and get in touch with as many customers as you possibly can. Let them know about your loyalty promotions.
4. Predict and fix problems
It does not matter if a customer is satisfied with your product or not; if a problem occurs and your company can't solve it in a proper and timely manner, you're creating a fast track to frustration. Therefore, it is paramount always to be one step ahead and be proactive. Chances are if one customer experiences a problem, many more will in the future. Give agents the authority to route issues to the appropriate department in the real-time, and let your customers know about potential problems before they discover them on their own. Bonus: reach out to offer a solution. Empowered customers are happy customers.
5. Hone your message
Staying in touch with customers is always good, but don't be annoying. No one wants to find their inboxes overflowing with offers, announcements, or messages that are irrelevant. Use email and your digital presence thoughtfully and responsibly. Again, this is an area where automation software can help.
6. Make customer history accessible
Customers aren't always sure what they're looking for when they visit your website or call for help. Keeping track of customer purchasing history helps them, and it helps employees, too. Make it easy for customers to find what they need and don't make them repeat themselves!
7. Invest in your customer service team
This should go without saying, but so many organizations still think of the contact center as a cost center. The truth is, effective customer service leads to the optimal customer experience. And when customers are satisfied, they tend to buy more, meaning everyone prospers. Equip your employees with the tools they need to do their jobs, and then empower them with freedom to do what's best for customers. Invest in their ongoing training, too.
These are just a few strategies, methods, and tips you can use to improve the customer experience. I'd love to hear from you. What is your team doing to elevate service? Share your favorite tips in the comments!