Are you searching for ways to enhance the customer experience? Are you thinking how can you keep your customers satisfied and happy, thereby forming a loyal community of happy purchasers? Loyal customers are the reason you can continue your business. And when you continue to keep them satisfied, you will make more profits. That is because they are probably to refer other customers to your brand. In simple words, they will play the role of brand advocates and help expand your business. However, you can only attain that by providing excellent content materials and unique products or services that address the needs of users.
What is customer experience?
Customer experience, also known as CX is the observations and insights of customers while communicating with your brand. It is the impact of communication between consumers and your brand that has been gathered throughout the whole buyer journey. That is, from the initial touchpoint through the funnel till becoming a loyal consumer.
There are many channels of interactions. It can be through:
- Company application software
- Digital products or services
- Business website
Through whatever channel users start communicating with your brand, what matters the most is to create a customer experience that meets customer’s demands and surpass their expectations. That is the most important thing for achieving success.
It is not surprising to see that more than 60% of marketers are investing more money and time to understand users and meet the alterations in customer needs. This marketing tactic is one of the ways to enhance the customer experience. This step is important because satisfied customers who had positive experiences with your brand will be converted to loyal customers. They will always prefer you. So, let’s look at ways to enhance the customer experience.
Ways to enhance the customer experience
Understand your Perfect customer
Understanding your customers’ needs proper research to help you build valuable materials that connect with your audience. When your products or services line up with purchasers and satisfy their immediate requirements, it makes them satisfied. But to offer products or services that provide solutions to user’s requirements, you must know your target audience. That is why understanding customer experience is important for your success.
For instance, in an event where you don’t have any idea about who your target audience is, you cannot define their needs. It signifies that your enterprise will not be able to come up with a solution that can solve a user’s problems. Therefore, to know your customers, try to find out what they feel about your products or services.
Build a customer experience strategy
Now when you know who your perfect buyer is, the next step is to create a customer experience strategy. Your customer experience strategy must include the significant components that will help you to develop a sustainable CX strategy. For developing a customer experience strategy, you need:
- Purchaser description
- Roadmap
- Customer experience vision
- Business accountability outline
- Measurable key performance indicators
- Gap analysis
Use Personalization to Develop Customer Experience
Personalization is one of the ways to make customers feel appreciated and valued. The effect can go a long way in boosting customer satisfaction and producing more leads. Seasoned marketers consider personalization as an important content marketing component. Why so?
As customizing content helps you to focus on target markets and address their requirements accordingly, it assures that you meet user requirements and preferences, which will help improve your customer base and marketing revenue.
And when you offer a solution as per their needs, you will have a group of happy and satisfied customers. In addition, since businesses make use of personalization to convey details, it will improve engagement and convert more leads into paying consumers.
Connect emotionally with your customers
You must have heard the phrase, “it is not what you say, it is the way how you say it.” Well, the best customer experience is achieved when one of your team members connects with a customer emotionally. Customers become loyal when they are emotionally attached, and they remember your brand when they use a product or service. A business that optimizes for an emotional connection outperforms competitors by about 85% in the growth of sales.
It has been proved by several studies that emotionally engaged customers are:
- Three times more likely to recommend your product and service
- Three times more likely to re-purchase
- Less likely to do shopping around
Appoint experts and invest them in the process
Employees play a significant role in creating a long-lasting customer experience. Experts say that if a customer mentions his or her birthday while making a reservation, the manager must personally wish him/her. You must look over the details. Knowing the likes and dislikes of the customer gives a chance to act on them, therefore personalizing the experience. But do you need the right people for doing this? Yes, of course. Use the following tips to find the right people.
- Focus on skills that are important. Interpersonal skills, ability to connect and interact with different people are some of the qualities that you need to focus on while hiring people.
- Make a set of principles that must be followed, so that customer interactions remain smooth.
Mobile customer support
Mobile phones are one of the fastest adopted technology during these days, and in the U.S. over 91% of adults have a cell phone with them. Out of these, about 63% use their phones for finding products and customer support.
However, there are many mobile interfaces that are badly designed and not easy to use, even if the website content is well-optimized for mobile viewing. This results in clients calling the company for simple questions they could have solved themselves, which in turn results in too many queries.
Companies using customized call tracking and chat software can benefit from built-in integrations that make support resources available for mobile viewing. This enhances customer experience as the problems of customers can be solved through their mobile phones.
Live Chat
It plays a vital role in improving customer experiences as it provides real-time channels to find solutions for clients without the need to leave your site. Young people generally prefer to live chat over communication over the phone, with over 56% of people aged between 18 and 34 preferring live chat.
Live chat is mainly popular among online retailers who do not want to allow customers to go away if they are not interested. But these days, live chat is not limited to eCommerce, or to just text-based messaging. Some companies allow co-browsing, where a customer care agent takes control over the customer’s browser and offers technical troubleshooting or guides them to pages where they can find important resources.
Live chat can also improve business operations by collecting contextual information that informs the agent which pages have been visited before and which are the products that have been viewed already. This metadata can be used to enhance marketing and sales efforts and enhance technical troubleshooting for support too.
Social Media
Social media is not meant for individuals only. Most of the popular brands use social media for attracting customers and as a mode of communication with customers in a customer-centric manner. Firms can share interesting content and answer queries from clients on different social media platforms. Also, by asking unique questions, the marketing department will get numerous customer insight which is an important step in developing a unique customer experience strategy.