7 Tips For Improving The Customer Experience
Wondering how to take customer experience to the next level?
It’s a question many managers are asking themselves.
To take customer experiences to the next level, you’ll need to change some business processes, including getting rid of some old ones and adding some new ones.
You’ll also have to create a more customer-oriented philosophy among your staff.
That’s a challenge.
To do it, you’ll need to walk in your customers’ shoes. See what they see. Experience what they experience. Then revamp customer experience accordingly.
Obviously, this takes work. It also takes time.
But you can get the ball rolling right now. Below are 7 things you can do today to improve customer experiences at your business.
1. Understand you customer
Understanding customers is the key to boosting customer experiences. Strive to understand who your customers are and what their real needs and wants are. It’s the key to revamping customer experience successfully.
Savvy SMBs create customer personas. They even give customers names and personalities, so front line staff can relate to them. Creating personas and giving them personalities helps bring the customer to life for front line staff.
2. Define a clear customer-oriented vision
Create a clear customer-oriented vision and communicate it to your staff. An easy way to do this is to develop a set of statements to define this vision clearly and succinctly. Include ways to exceed customers’ expectations as part of this vision.
Some managers make this the first step in boosting customer experience. Others make it the second step. Regardless of what step you make it, it’s critical that you define a clear customer-oriented vision that your staff accepts and adheres to.
3. Get rid of useless processes
Useless processes detract from customer experiences. If a process doesn’t add value to the experience or further it some how, dump it. Getting rid of just one of these processes can make an immediate impact. It can quickly and efficiently boost customer satisfaction.
Action Point: Review your business processes. List the processes that not longer add value to the customer experience. Revamp them or eliminate them.
4. Create an emotional connection
Creating an emotional connection is the Holy Grail of customer service. It creates memorable customer experiences that customers brag about.
Ideally, you want to create powerful operational customer experiences that achieve and/or reinforce emotional connections with customers—an approach that’s worked for many SMBs.
5. Anticipate needs
To really drive customer experiences, you must anticipate customers’ needs. Leveraging all the data you accumulate when working with customers and sharing it with agents is a critical part of anticipating what customers want.
Use the data you collect to proactively address current and future needs. It can also help you anticipate unspoken needs.
To do this well, you must first understand your target customers and then commit yourself to altering business processes.
6. Be consistent across all touch points
Make no mistake. To take customer experience to the next level, you must be consistent across all touch points.
Many SMBs are lax about consistency and it impacts their customer experiences. Customers expect consistency from every channel.
Delivering consistency has one other big advantage. It can dramatically reduce costs through increased use of self-service capabilities and reduction of repeat calls and misdirects.
7. Use online communities to your advantage
Use online communities and customer forums to learn how customers really feel about their experiences with you. Listen to what they are saying to gain a better understanding of their behaviors and preferences.
How do you take customer experience to the next level? Create a seamless customer experience with excellent service.
To do that, you need to walk in your customers’ shoes and evaluate what’s happening every step of the way. Then you need to change business processes accordingly.
It takes work. But the pay out is enormous.
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