For those businesses that get customer experience right, there is huge opportunity to gain new customers, keep the customers you already have, and charge ahead of the competition. With 73% of all people pointing to customer experience as an important factor in their purchasing decisions, taking a back seat really is not an option.
An Oracle study found that 74% of senior executives believe that customer experience impacts the willingness of a customer to be a loyal advocate. If you want your customers to stay loyal, you have to invest in their experience. And, 60% of customers are willing to pay more for a better experience!
It used to be that customers were restricted in how they could reach out and engage with a business – a face to face visit, send a letter, send an email or call customer service or support. As we are all well aware customers have more power and more alternatives to connecting with the business with the growth in messaging and social channels. Customers expect an ‘on-demand’ service and experience regardless of the channel the choose to engage.
If invigorating and improving customer experience seems like an insurmountable task, it isn’t. Here are some ideas to get the creative juices flowing.
Create a clear customer experience vision
Have a clear customer-focused vision that you can communicate with your organization.
Review your customer journey and remove any friction
Simplify and make it easier!
Personalise the customer experience
Win over customers by ensuring a fantastic personal experience from start to finish.
Reduce and even eliminate unnecessary calls or contacts .
Keep an eye on inbound calls. Take note of peak times, call spikes, why customers are calling and adopt a more practive approach towards customer engagement. Don't give your customers reasons to contact you, give them the answers to their questions before they have a change to reach out and call. This is an easy win and not difficult to implement.
Be channel agnostic
Enable the business to engage with customers in the channel they choose. Don't force customers to engage with you how you want to engage...you have to do the exact opposite and put customers in the driving seat. If you make it easy for customers to engage they will love you for it.
Ensure the businss is committed to mobile engagement. If not, you are not at the races.
Invest in AI and Chatbots
Advances in artificial intelligence and machine learning are staggering and contact centres are reaping the benefits, whether that is reducing inbound calls, call handling times, reducing contact costs to improving agent efficiency, the list in endless. AI is her to stay and customers love it, especially the younger ones.
Let customers have their say
Don't be afraid of what customers have to stay. It is one of your greatest assests. Ensure customer feedback surveys are built into your engagement processes and make then as engaging as possible. The more engaging the higher the response rates.
Metrics, Metrics, Metrics
Ensure that you identify key performance measurement so you can accurately measure ROI from delivering great customer experience.
Ensure the business can engage in all channels and are adapting to the world of messaging and digital conversations. Customers want to engage in their channel of choice and the business must adapt.