Customer Experience 101: How to Win in the Digital Era
At a time when customers have higher expectations than ever, satisfying their demands has become a critical business challenge. Consumer desires have evolved in correlation with technological advancements. Now, your customers expect expedient service, instant access to important information, and friendly customer support. These are the basics — customer experience 101. On the flipside, the impact of a negative customer experience can deal a serious blow to your brand image and bottom line, especially considering how powerfully online reviews influence customer decisions. The digital era has elevated the importance of the customer experience, meaning it’s crucial to avoid mistakes that threaten to destroy your company’s reputation. That’s why businesses are continually innovating their approach to improving the customer journey. To help you achieve a stellar customer experience, here are some key principles that will drive you to succeed. Welcome to your customer experience 101.
Create a seamless experienceIt’s common for customers to communicate with organizations through multiple channels, but this shouldn’t dilute the quality of their experience or make it feel disjointed.
Provide the ideal customer experience — every time.There will be multiple methods of contact — like social media, online chat, and call centers — and customers will expect consistency across the board.
Syncing these channels and ensuring a seamless customer journey can be challenging, but it’s possible through the smart use of technology and analyzing customer data. The quantity of meaningful data you can extract from customer engagement can be the difference between success and failure. Based on demographic information, customer trends in the market, and the behaviors customers take during their journey, you can develop an accurate view of how your customers interact with your business. You also have the opportunity to gather feedback and ask them directly.
Put Yourself In Your Customers’ Shoes, Good way to: 🔹know & understand them fully 🔹what products they want 🔹understand what benefits they want from your products 🔹know what customer service & experience they expect 🔹understand what they will pay#CustomerExperience #biztips pic.twitter.com/RQn0au0OWz— PrestigeBizCoach ~ Coaching For Small Businesses (@RobertViney) August 13, 2018