Your products/services are no longer your top differentiators. Instead, its customer service – and 81% of companies recognize this change, counting excellent customer experience as a competitive advantage.
Savvy business owners are always on the lookout for methods that could help in improving customer experience while increasing brand awareness and profitability.
However, creating an improved customer experience is still something businesses struggle with. We don’t blame them because there’s no rule book to follow when it comes to enhancing CX. Successful businesses prioritize CX nonetheless, by doing all in their power to achieve higher customer satisfaction rates and reducing their turnover.
How To Ensure Improved Customer Experience
Think about all the ways your business interacts with current and prospective buyers, online as well as offline.
They visit your website, read your blog, interact with your social media pages and maybe even call the support lines once in a while. Now consider how you respond to new clients, the way you tweet at your audience and the events you run to entice them.
All these episodes come together to form a customer experience that can be either memorable or horrible.
96% of customers say customer service greatly influences their brand loyalty.
Whether it’s retaining existing clients or converting prospects – the key to excellent customer experience is providing real-time customer support that ensures a good experience.
Here’s how your business can guarantee the best customer experience:
Know Your Customers
It’s impossible to give your customers what they want without first knowing what they need.
Your first step should be to research your customer base and develop marketing personas based on their wants and motivations. This will help you deliver a relevant marketing experience that taps into your customer’s journey with your brand.
You must consistently meet your customer’s expectations with laser-like precision – 69% adults like to purchase from businesses that offer a consistent customer experience both on and offline.
This can range from sending relevant, valuable information to their queries to the copy so that you can ensure a better customer experience.
Incorporate Customer Feedback Into Your Strategy
The best way to identify gaps in your customer service is to conduct a customer feedback survey to gauge your customer’s overall perception of your brand. By collecting real-time feedback on their pain points, you can assess your service quality and highlight negative experiences.
However, 50% of shoppers believe their feedback is futile as no one acts on it.
You must follow-up with customers on survey results and guarantee that their input is appreciated and that you are working to improve your services going forward.
For more insightful feedback, have your call center or answering service provider make outbound calls to customers, and provide their input to your virtual receptionists to incorporate it into their scripts.
Reward Loyal Customers
It’s essential that your brand rewards loyal and engaged customers to assure them that they are valued and appreciated.
Offering your customers incentives can increase their engagement as well as brand loyalty. In 2019, 75% of customers said they were more likely to make a repeat purchase after receiving incentives.
Your customer experience strategy should include offering customers regular discounts, free products, or possibly, a private event that celebrates their relationship with you. You can also reward long term customers with exclusive access to new products and include them in brainstorming sessions for new releases. Old customers are experts on the customer side of your business, and their opinion will help you ensure a good customer experience.
Think of creative ways to increase customer satisfaction and reassure them that you value their business.
Your Website Is Key To Your CX Strategy
For most customers, your website is your first contact with customers. Poor functioning website leads to customer frustration, and 90% of users say they only continue shopping because of a website’s great UX.
Your website also needs to be optimized for mobile phones - 85% of adults think your website’s mobile version should be better than its desktop version. Thus, you can surmise the need for a website that is well-designed and offers value to your business users.
Live chat can help users navigate your website and provide them with the information they require to make it to the end of your conversion funnel.
Great Customer Experience Goes Beyond Business Hours
It might be a little unfair for brands that are inundated with constant queries, but 90% of customers say receiving an immediate response to their questions is very important to their user experience.
That expectation may be tough to live up to, especially during public and seasonal holidays like Christmas and Fourth of July when you and your staff look forward to a few days off.
That’s where having a dependable answering service truly helps. This is especially important if you’re a medical client that requires specialized attention because emergencies don’t set appointments.
Virtual receptionists always provide accurate information, are compassionate to customers, and professional.
A Customer-Centric Culture
The easiest way to streamline customer experience is to take a more holistic approach and encourage every employee to be a customer experience advocate.
Successful companies develop a customer-centric culture. You can do this by outlining your vision in a statement to team members across the organization. Then, let this statement acts as a guide for interactions with customers.
Moreover, you can train staff on delivering good customer service, so you can make a positive impact and augment the entire customer journey.
Customer Service Means Real People
What makes a great customer experience? It’s the personal relationships your business creates with your customers. It’s the emotional connection you inspire within your clients, who feel they are just as important to you as any other stakeholder of your business.
So it doesn’t come as a surprise that chatbots and automated social media replies fail to make a lasting impact. They can mimic human conversation, but they can’t replace real people – and that’s what counts in the customer’s perception of your brand.
We know that writing every customer a handwritten note isn’t exactly practical. Still, outbound calls that follow-up with customers’ queries can make an impact on them – so don’t be afraid to add that personal touch.
Augment Your Customer Experience With Nexa Receptionists
Customer experience matters – and the easiest way to reduce customer churn and extend the customer lifecycle is to incorporate a live answering service as one of your customer experience channels.
A live answering service enables your business to attend to prospects and customers 24/7/365 - handling calls, scheduling, and emergency dispatch - so you never miss your next opportunity.
We can help you exceed customer’s expectations by providing highly skilled receptionists that build customer trust and augment the overall experience.
Nexa Support plans offer tailored scripts, follow-ups, and a desktop portal. Customers can be tricky, but rest assured, we’ve got your answering service needs covered.
Frequently Asked Questions
What Are The Components Of A Great Customer Experience?
The modern customer expects a seamless experience across all of your business channels. As such, a few key components of great customer service are:
- Reliability – Customers expect you to support and aid them whenever necessary.
- Availability – It’s true, customers expect instant services, and expect you to be available at all times – and on a wide range of channels, such as telephone, email, instant chat.
- Simplicity – the complexity of your business practices can turn customers away, especially if they’re not easy to comprehend.
- Personalization – Customize your customer service channels to reflect your customer’s individual needs.
How Do You Handle Difficult Customers?
For the most part, customers’ frustrations are often tied to external situations that are stimulating their aggression. As such, calming them down and finding a solution requires diplomacy as well as strong communication skills. Here are a few tips for managing difficult customers:
- Let go of fear – Angry customers can take advantage of complacent customer service reps. Take charge and don’t be afraid to tell the customer that they’re being unreasonable.
- Break the problem down – Breaking the problem down into more manageable tasks can help alleviate your customer’s concerns and take some of the pressure off your back.
- Keep calm and carry on – “The customer is always right” still holds true, try your best to remain calm and collected while assisting an angry customer.
- Repeat back what your customers say – this helps to ensure both you and the customer are on the same page, and assures them that you are taking their words into consideration.
What Is The Golden Rule Of Customer Service?
While there are a number of facets to consider when talking about customer service, the golden rule comes down to “Treat customers as you would want to be treated.”
Your customer service philosophy should come down to appreciating customers for their business. Every customer interaction should, at the very least reinforce just how important your customers are to you.