Customer experience is defined as the interactions between a customer and an organization throughout their business relationship. The interaction begins from the moment the customer hears about the business, all the way to them making a purchase of the product or service. Creating a positive customer experience has now become vital to success, a Bloomberg Businessweek survey revealed that “delivering a great customer experience” has become the new imperative. 80% of the companies polled also rated customer experience as a top strategic objective. The White House Office of Consumer Affairs found that 80% of U.S consumers would pay more for a product or service that ensured a superior customer experience.
5 ways to build amazing customer experience
1. Satisfying your customer’s needs - Your customers should fall in love with your business and it can happen if you are able to satisfy their needs. Here are some ways you can do this: Ask for feedback whenever someone buys a product from you. Use both the positives and negatives to further optimize the customer experience. People take actions when they trust a brand so share information about your company and its values in an honest way while addressing the needs of your customers. Make sure you deliver the products/services at the specified time and say thank you every time a purchase is made. Sending emails containing a thank you message can go a great way in improving a customer's experience and making them feel valued. While browsing your website, customers definitely don’t want to land on irrelevant pages, they don’t want to see annoying ads and don’t want to get engaged in a cumbersome checkout process. Keep the journey clean and easy to encourage conversion.
2.Emotional connection with your customers - The best customer experiences are achieved when a member of your team creates an emotional connection with a customer. When a customer was late on returning a pair of shoes due to her mother passing away. When Zappos found out what happened, they took care of the return shipping and had a courier pick up the shoes without cost. But, Zappos didn't stop there. The next day, the customer arrived home to a bouquet of flowers with a note from the Zappos Customer Success team who sent their condolences. Research by the Journal of Consumer Research has found that more than 50% of an experience is based on an emotion as emotions shape the attitudes that drive decisions. Customers become loyal because they are emotionally attached and they remember how they feel when they use a product or service. A business that optimizes for an emotional connection outperforms competitors by 85% in sales growth.
3.Best quality service team - Having a clear objective and customer service strategy will get you started. But to truly please your customers with memorable service, you need a group of people who can help you deliver that experience. There is a lot you can achieve with an organized team effort. If you are just starting out, recruit key personnel who are excellent at their job, especially when it comes to dealing with customers. And back them up with good customer service automation tools to bolster their performance. The efficacy of a good employee can not only help you achieve your goals in a more effective way but can also allow you to execute new ideas. The team is the backbone of your organization. So focus on building a team rather than just recruiting random people.
4.Reward Your Engaging Customers - Your customers will stay loyal if you reward their engagements by offering incentives such as guides, ebooks, discounts, etc. This will allow you to retain your best users, as well as spread the word about your brand in a positive manner.
5.Send a thank-you note - Sending Customer thank you letters can give you
a real advantage over your competitors. These days, consumers routinely receive automated voice mail and email messages from the businesses who serve them.Most of these get little notice. But handwritten thank you notes get customers' attention.They allow you to make a more personal connection with them. Make it the old-fashioned kind handwritten in an envelope with an address and a stamp. You’d be surprised how many people will be delighted when they receive your note.
AUTHOR: RIZWAN KHAN
Hi, this is Rizwan Khan, Marketing Assistant who supports the entire Marketing department by completing a variety job.I had a spell no more striking than other people in my job description. I did all the things you weren't supposed to do. I had a motto: When in doubt, try it. Take a few minutes and drop me a message. I’d love to chat!
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