10 Tips on Achieving Excellence in Customer Experience
Lately, there has been much talk in Customer Experience and how it has been a great challenge for companies. And, this keen interest in the client experience is because companies noticed that the success of a business is directly related to the client focus, and it is more important to verify the client’s needs than to prioritize the product, as it used to be done.
But, after all, what is Customer Experience?
Customer Experience consists of the client’s perception, both conscious and subconscious, of a product or service after any kind of interaction with the company. It can happen in multiple levels and forms, either online or offline.
The Customer Experience should be a long-term strategy that covers all sectors and departments of the company and aims at success and good relationships with the client, establishing loyalty with the company.
In order for Customer Experience to take place, the company must always focus on the client and thus create the best experience, as well as show that it has an edge over the competition.
How to achieve excellence in Customer Experience? We have a few tips:
- Listen to your client
Take every opportunity you have to listen to your client and learn more about their personal desires and aspirations. This makes it easier to customize experiences and enhances the client-company relationship. Another tip is to actively seek feedback, instead of waiting for your client to voice a complaint. You should ask about its experience.
- Establish an emotional tie with your client
The goal is to turn clients into fans, and for that you need to have charisma and build a loyal relationship with them.
- Demonstrate responsibility and commitment
When contacting a client, always show focus and respect. Do your best and go beyond to meet its needs.
- Use creativity and be distinctive
For the experience to be positive, it must be special. For this, you must know what you are offering and have and edge over competitors. Avoid “more of the same” and always seek to innovate, both in your products, services and in your own interactions with the client.
Your product/service should be easy for the client to use and also easy to understand. Make your client’s life easier.
All companies should be concerned about mobility.
There are several mobility solutions you can think of for your company. It depends on the sector and the size of your business. You can evaluate the development of your own application or the association with different discount or payment methods.
In addition, think of mobile communication solutions for your business, such as chatbots via Facebook Messenger or WhatsApp Business. In this regard, everis is able to create a chatbot for your company to become more personalized. With this, your brand can have an exclusive personality! These are just a few simple examples of mobile solutions that can be applied to enhance client experience.
-Support and service
Support and service is an item that deserves attention. Any Customer Experience strategy goes through a well-trained support and service team and through different service channels.
- Automate processes
Technology brings many challenges, but it is also a great ally. Process automation is capable of increasing productivity and ensuring speed of attendance.
Interaction programs are responsible for receiving contacts and recording data. Therefore, it is essential that the tools are agile and easy to navigate, to not disturb the average time of service.
Consider the investments in tools that integrate all sectors of the organization in order to establish mutual and continuous knowledge for those involved.
- Organize your team according to skills
The aim is to stimulate the productivity of each professional, detecting talents and differentials. Separate groups of collaborators according to their performances and specialties, directing them to the most compatible areas.
The professional focused on what makes the best obtains solid results and is more engaged, this reflects in the satisfaction of the client.
- Analyze the results
Finally, how do we know if all processes and technologies are working as expected? Review the goals achieved and relate them to feedback from the audience. That way, you’ll know what needs to be improved.
This practice should be done regularly. Test new opportunities by considering the cravings of your niche. If your innovation is well received, keep it in the strategy; otherwise, re-invent your Customer Experience actions as needed.
It is essential that your client finds satisfying communications as either written, voice or face-to-face. Also, the client needs to receive the same level of service regardless of the type of channel you choose.
Invest in Customer Experience because the client experience is the best way to go. Mainly because companies that offer a good Customer Experience grow more than twice as much as their competitors.
Having a happy client is not the hardest job in the world, but it’s not as simple as it sounds. It takes a lot of dedication and integration between teams. If everyone does their part, the company gets the desired success!