There is already one article about why you should be interested in customer experience management. Now we are going to give you six tips on how you can benefit customer experience management even better. Providing great customer experiences can help create loyal brand advocates, who are more likely to spread positive word of mouth about your brand. With these tips, you can improve and further de velop customer experience.
1. Create a clear customer experience vision
A customer experience initiative that lacks a strong, clear vision often fails to achieve its intended result. That’s why it’s important for an organisation to create a comprehensive customer experience vision and deploy it throughout the company. A clearly defined and communicated customer experience vision gives a sense purpose and goals what to reach for. Customer experience strategy is incomplete without shared vision. Once you have a vision for customer experience in your organisation, it must be understood internally to have any impact. Communication is the key.
2. Understand who your customers are
It is very important to analyze and truly understand which different type of customers you are dealing with. If your organization is going to really understand customer needs and wants, then they need to be able to connect and empathize with the situations that your customers face. One way trying to understand different customer types is creating different customer personas. Your customer support team can recognize who they are and understand them better. It’s also an important step in becoming truly customer centric. You should be able to answer questions like who exactly are your customers as individuals? What motivates them? What do they want to achieve? What are the fundamental causes of satisfaction? It is vital to define an aspiration centered on what matters to customers and on how it affects your business.
3. Enjoy the negative feedback
Every great customer experience professional would be really happy to hear your complaint. It is because every complain opens a new opportunity to improve customer experience. When a customer take the time to share suggestions or frustrations, you can bet they’re representative of a larger number of customers that share that same opinion. So when you can fix this specific customers problem, in fact you will improve the experience of many customers. Also a customer who’s expressing something negative can actually become extra loyal in the long-run if they feel their concerns are being heard and responded to. So it’s much better for you to hear all complains and make the changes before your competitors take that revenue stream.
4. Involve everyone in the change
To provide a high-quality experience for customers, an organization must unite around the goal of meeting their true needs. Great customer experience begins with employees who know about it, care about it, and are well positioned to deliver it. All customer-experience leaders understand that they can provide a great experience only through frontline workers. Customer feedback needs to be shared at all levels of the company so all employees understand its importance. Sharing the data makes everyone more focus to reach the company’s goals. Every employee, every process, every product and development chain needs to be guided by the idea of offering customers the greatest experience.
5. Get yourself a good customer experience software
In order to fully exploit your customer experience strategy you need a good customer experience software, like Zendesk or other. This software gives you easily lot of data about your customers, their behaviour and satisfaction. From this data, the program can analyze a wide range of important information for you to utilize. CX software also make it much easier to keep all customer service agents up to date on the current service level and potential development
Source : Zendek
Demeter ICT Co Ltd.
Zendesk Partner in Thailand