Customers are truly the heartbeat of any business – treat them well, and the rest of your business ticks.
Treat them otherwise, by failing to satisfy their pain points, and they have no problem bad-mouthing your brand. And guess what – bad-mouthing is just the least of your problems when you deliver a poor Customer Experience to your audiences.
In this highly competitive world, customers have no problem jumping on the next moving train – your competitors – when you don’t give them the best of experiences, or at the very least, an equivalent of what your competitors are offering.
I’m pretty sure no business owner wants that. So to avoid that, it is imperative that you understand the concept of customer experience perfectly well. To this end, here are a few tips to get you started on that front.
Know your customers
Take it or leave it; a business isn’t only about delivering products or offering your services – instead, it is as much about your offerings as it is about the manner in which you’re going about it.
Even if you have the best of solutions to the pain points of your target audience, you still won’t be able to convince anyone to keep patronising you if you don’t offer them an awesome Customer Experience. And the first step you need to take to achieve that is by understanding your customers.
I know you’ve probably read that somewhere before, but trust me, there is no giving anyone an awesome experience if you don’t understand what exactly appeals to them. Do you have a customer base that appreciates visual and not audio communication, or a base that hates long queues, or perhaps your customers are the type that fancy engagement?
Whatever the case may be, trying to decipher the nature of your customers is absolutely a great step in the right direction.
Enhance the experience you’re offering by going multichannel
It is true that we now live in a digital age serviced by social media.
As such, your customers are most likely scattered on the different platforms of social media. To enhance the experience they’re getting from you, try to interact with them on the platforms they enjoy most. Even though you cannot afford to be present on all social platforms, at least being active and engaging on the most popular ones should do your customer base a whole lot of good.
Creating a profile on Twitter, Facebook, Pinterest, Youtube, etc., will go a long way in addressing issues, complaints, worries, and solving problems as soon as customers demand it.
This tip is not only essential for businesses looking to build a loyal customer base, but also for existing businesses with an already established base – especially if you’re in dire of a larger revenue generation to combat your business debt.
Use Customer Experience innovation to raise the bar
Look at the Customer Experience of Apple, Disney, and Tesla – what are they doing differently?
They use innovation in their approach to Customer Experience to connect with their customers and stand out from the rest. Innovative solutions are not only authentic and effective, but they are also cost-efficient as well.
Little wonder why we constantly see these brands enjoying great profit margins, and not having to worry too much about common business issues like how to resolve debt, or what an IVA’s ability is in combating debt or how to stop bailiffs from disrupting visiting their companies.
Develop a CX management program
Customer experience management (CEM) is the art of controlling, tracking, and designing customer interactions at all touchpoints to meet or exceed customer demands. There are many benefits of CEM, such as increased loyalty, engagement, and positive word-of-mouth marketing, all of which ultimately leads to greater revenue generation.
Work on developing an active CEM program in your business to proactively improve the Customer Experience at every step along the customer journey. Additionally, in the event that your business becomes burdened with debt and you need debt help like Moorcroft , this strategy can help you generate as much revenue as you may need to settle your debt.
Let your customers help themselves with self service
Modern customers don’t want you to help them – ideally, they would want to help themselves.
According to a recent study, 45 percent of companies offering web or mobile self-service reported an increase in site traffic and reduced phone inquiries. Post resources, books, and FAQs on your website to help customers service themselves and look for solutions to their problems.
Think about it, what would you rather do – wait in line for an agent to answer your query, or browse a forum to look for the answer?