It is no longer just about price or product features. It is about how the customer remembers their experience with you.
Today’s businesses have evolved to focusing on human relationships and defining what a high-value, positive, memorable customer experience looks like. This has become the primary goal over price and features that businesses know can change the game for customer retention, loyalty and revenue growth.
Offering a superior customer experience requires meticulous planning, strategy, and customer feedback while ensuring all touchpoints of a customer experience is delivered seamlessly and with joy.
Customer experience strategy is now a critical element in understanding customer behavior, needs, and paying close attention to who they are.
What are some of the criteria to assess and implement?
1. Setting Core Values & Principles
Before implementing and accommodating customers, the customer support team will need to understand and enforce the core values and principles of the company’s philosophy. A customer- centric mindset combined with humility and empathy should be at the heart of any customer engagement program.
2. Who Are Your Customers?
Knowing who you are serving is of paramount importance. Assessing the persona, purchase history, demographics and buying patterns of your clientele will help you define how that experience can be enhanced to convert your customer into a lifelong VIP. Creating an emotional connection between customer and brand understanding, purchasing intent and tendencies is critical to creating a positive customer journey. Anticipating their next needs and creating personalized offerings shows that the brand cares and the customer will stay loyal to it.
3. Where Are The Touch Points?
Every customer journey has nodes of customer engagement and interaction. The touch points are opportunities for the customer service team to show their appreciation and care to them. From answering the first customer call to billing questions or entering a brand’s facility, the journey will reveal its consistency of top-notch service or loopholes that indicate customer service improvements. Solving a customer’s needs is essentially what we do and to perform it well.
4. Metrics and Customer Feedback
Customer data and metrics help measure the success of the customer journey funnel. By analyzing the performance metrics, the brand can better gauge the pulse of a customer’s needs and if they were satisfactorily met. Customer feedback also shows the brand’s sincere efforts to better understand and improve any inadequacies within the customer journey so that it is not repeated again.
5. The Bottom Line
After the process and cycle of customer journeys, businesses can measure the ROI for specific new procedures or any increases in revenue for making customer adjustments. Is customer retention and an upsell a more economic move than acquiring a new customer? Did your customers become loyal to your brand and have them become your aka “brand ambassadors”?
Customer expectations are on the rise because of the speed of technology and our modern environment. When you have sources like Amazon, people are becoming accustomed to getting everything quickly with ease of use and convenience. Having a strong and solid customer experience strategy will help you rise above the noise and in the long run, keep your existing customers happy and attract new customers that want and expect stellar customer experience.
IA Solutions by IA Call Center
IA Solutions by IA Call Center is a second-generation family-owned contact center with a 50-year history of innovation in the answering service and BPO sectors. As your strategic partner, we now offer a full-fledged business solutions & technology component that focuses on specialized services for businesses and enterprises.
Our mission is to empower our partners to scale their customer service and sales to new heights by leveraging our unique capabilities in an omni-channel environment. We provide customized service packages that meet your brand needs with a 5 star, white-glove customer care service.
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Ian Tempro, Head of Special Projects, at IA Call Center writes about his 20+ years of extensive contact center experience in leadership, client relationships, operations and specialized vertical markets.