Thinking about the “customer experience” might remind you of a great quote:
“A customer is the most important visitor, on our premises. He is not dependent on us, we are dependent on him. He is not an interruption on work; he is the purpose of it. He is not an outsider to the business; he is a part of it. We are not doing him a favor by serving him; rather he is doing us a favor by giving us the opportunity to do it.”
Think deep of these lines and you will see how important it is to provide a courteous treatment to the customers.
We have a question for you – Have you ever lost any of your customers to your competitors?
What do you think can be the reason behind this? It clearly shows that your customers are not happy with whatever you are doing.
When talking about the customer experience, the first thing you need to be clear with is – your customers don’t lack options and can easily manage without your services. The reason behind this move is, there are lots of options available in the market and if it’s not you, then someone else can fulfill their demand.
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So, if you have to survive in the cut throat competitions, kick-start with an upbeat customer service strategy. It will not just help you in retaining more and more customers, but will also stop them from opting for one of your existing customers.
Surveys show that companies that skillfully manage the customer support services, reap the greatest rewards. Most of the organizations that focused on the improved customer services noticed a rise in customer satisfaction, revenue, and even the employee satisfaction.
Customer Experience – What It Is All About?
Good customer experience or bad customer experience? What are you offering? Well, this is where most of the marketers stuck. How will you decide that whatever you are doing is right or wrong?
Customer experience is the count of overall satisfaction of the customers that arises from the product, services, as well as interactions. The interaction taken into consideration includes the pre as well as post communication activities.
Usually, the companies take count of the direct conversations only, such as a call via business phone systems and ignore the social media activities and other engagements. However, the indirect methods of communication do impact the customer retention strategy of the company.
Of course, most of the users are active on the social media platform and get highly affected by whatever; you are posting on your social sites.
The bottom line is – you have to take care of every little communication that happens between your organizations and the customers.
Why Companies Fail The User’s Expectations?
On a wide basis, the companies fail to satisfy their customers either due to the lack of right attitude or the absence of appropriate tools.
At first, you have to get clear with the thought that customer is the king and it is a mandate to live by their expectations.
Secondly, acknowledge that you can’t do it all on your own. Rather, you will need a lot of help for accomplishing this purpose.
Marketers usually hesitate in taking help from outside and that is why they end up in a pit. The work arena of customer handling is so wide that it cannot be handled alone and you need to go for industrial help.
Why Customer Experience Is Important?
Create a unique customer experience and you will automatically see the sustainability of growth. Regardless of the niche of the business, a great customer experience can turn the dissatisfaction of the customers into delight.
Here is a complete guideline to what customer experience offers:
Someone said, “A courteous treatment will make a customer a walking advertisement.”
Eventually, it depicts the same meaning: “Customer is the King”.
Once you get right with the customer support strategy, the customer satisfaction and retention will improve, hence, boosting the overall growth of the business.
Now, when you are well aware of the idea behind the customer experience, this is the time to focus on the most effective tricks of improving the customer services.
So, without much ado, here we go with the five infallible tricks for an improved customer experience:
1. Define A Definitive Customer Experience
Your customers don’t differentiate between the customer service department and the marketing department. For them, it is a brand and even a minor loophole will impact the reputation of the brand.
You have to get clear with the idea that today, the customer interaction is driven by the company’s interaction. The success of a service will depend on how well you deliver on your wants and deeds.
Your first move towards defining a great customer experience is to own a customer-oriented vision. For this, you have to get into the shoes of the customer.
When you visit an online website or shop from your retail store, what are your visions? Peeping inside your expectation, makes a clear goal of what you are going to offer your customers.
Create a set of statement and make it the guiding principle of your organization. How you will interact, listen and energize your customers will determine the efficiency of customer experience methodologies.
Moving ahead, you also have to make it a central goal of the company.
What does this mean?
Have a look at the customer experience life cycle:
The simple idea is – everyone who is interacting with the customers in an active or passive way must be aware of the company guidelines.
For implementing the strategies correctly, here are a few things to keep in mind:
● Hire the right candidates
● Don’t exaggerate the issues
● Deliver value to the customers
● Be a part of the problem solving team
Further, if you have to provide your staff with an intense training, don’t hesitate. Because, spending today might yield great results in the future.
2. Advanced Customer Support
Are you making your customer wait? Well, this can harm your business up to a great level. Moreover, it is the high time to make a shift towards a better customer experience methodology.
In order to improve the experiences of the customers, a proper phone system is a must. Whether you have an online store or a retail shop, in both the cases, having a quick to connect system is optimal. Your staffs need to be reachable every time a customer calls for a query.
Whether is is texting or calling, the majority of the customers are connected via mobile phones. In a survey, it was found that 63% of the mobile users search for the customer support number many times a month.
The crux is– they want to reach you regarding the products and services and it’s your duty to assure them that they are just one call away from the solution. The task of facilitating a proper customer support is not as tough as earlier.
Technology has advanced and there is an abundance of software and tools to enhance the customer experience at your brand.
In the first step, you need to check the phone system available in your company. Is it convenient for your customers?
Even a single loophole in your business phone system can cause trouble with your customers, ruining the image of your brand.
This is the era of instant communication and even one -minute delay can cause heavy losses.
With the advancement of technologies, the PSTN has been replaced by the VOIP phone system and here you are with the most appealing advent of the era – “The cloud phone system”
Mainly, there are 5 types of phone systems leveraged by the companies:
● Virtual Phone system
● VoIP system
● Self-hosted VOIP system
● Cloud-based VOIP system
Depending on the business needs and customer expectations the VOIP system and Cloud based VOIP system is the most opted business phone system nowadays.
If you are still confused about why to switch from the traditional phone system, then the benefits mentioned below will motivate you to switch to it:
Benefits of Cloud-Based System
● Centralized communication across all the zones of the business
● Hassle-free multi-location handling
● Efficient management at a lowered price
● Connecting the users and staffs remotely
Similarly, there are various high-end benefits of the VoIP Phone Systems. For a deeper insight on benefits of VOIP system read how cloud system can help your business grow.
3. Live Chat
A survey suggests that some of the customers are more comfortable with the text communication. Hesitation and destructions are some of the main factors that lie behind this phenomenon. Live chat posses an untapped potential for your business.
Think of shopping in a mall, every time you visit a store, there is a salesperson available for the product introduction. It’s like you want someone to be there for the assistance during the shopping.
The same goes with the online activities, every time a customer is active on a website, he/she wants some or other kind of help. So, what kind of assistance do you provide?
For even a small query, they have to peep into the multi-page help section. Do you think, this is convenient for the users?
Not at all, it is like pushing them away from your services. So, why not come with something easier and perfect – Live Chat – just like a virtual assistant, who is always there while the customers make activities online.
Most of the online business providers are facilitating the online chat option and thus improving their growth rate.
A survey suggests that 63% of the customers are likely to go for websites that are offering the live chat option.
The ratio is obviously great and if the improvement rate is so high, then why not go for a system that offers live chat with your customers.
Have a look at the high end benefits of the live chat:
● Boost the sales
● Improve conversions
● Customer Loyalty
● Improves customer service
● Competitive advantage
It is more like boosting your sales by the words of mouth. Chats impart the highest satisfaction level to the clients and is able to retain the new as well as the old visitors.
The cloud softwares available in the market have improved up to a great level and are widely offering services that enable the agent to take the calls while being away from the desk.
Moreover, adding the live chat software is not the only thing, you even have to train your representatives for the improved effects of live chat.
Here are some of the major benefits of the live chat addition:
Move ahead with these easy additions and attain a base of satisfied customers.
4. Social Media Support
Do you want to have happy and satisfied base of customers?
Make them feel like your services belongs to them. Now, wondering how to do this?
The task is not that tough. Just attach the social media handles to your customer support and get going. Even the cloud services these days are coming with attached social media software. So, why not go for it?
Since the rise of the social media platforms, it has become easier to reach the customers. No matter, whether a person is related to your brand or not, they are going to visit your social pages.
The visual effects are difficult to avoid and this can become your tool to move towards a greater sales rate.
According to a survey,, there are over 2.206 Billion active social media users throughout the globe. This means more than half of your customers are available on the social media platforms.
Making the task easier, Hootsuite has come up with the scheduling benefits that allows you to schedule your social media posts for a longer period. So, even if you are out for a holiday, scheduling will help you stay updated with the social handles.
Attach your business with these lead generating platforms and watch the ravishing results.
5. Don’t Hesitate While Leveraging The New Technologies
Mostly the organizations are hesitant while bringing a new technology in use. There are questions like:
• Are these changes going to benefit your organization?
• How are the employees going to react?
• Is this going to be value for money?
Altogether, there is a lot of chaos that withholds the decision making. However, at this verge of time if you have to go by the well-said quote:
“Change is difficult, but not changing is fatal”
The expectations of your customers are increasing day by day and you should not be left behind in the race. So, browse the market and pick the best software for your customers.
Keeping the customer experience in mind the developers have come up with an all in one customer care system that include the VOIP Business Phone system, business cloud, Lead generating software and much more.
No matter, it is day or night your customers will receive instant messages and replies. These high-end software will cover all your activities in real time.
With the VOIP integration, you can also manage voice mails, phone calls, call transfers, text messages, faxes, repeat dialing, and conference calls that too with one digitized phone number. The combination of the CRM system platform and VOIP also enables regular follow ups with the ability of higher conversion rates.
Embrace these awesome ways to interact with the customers and see the surge in the quality of customer experience. Also, make sure that you adapt the advance technologies in a proper way to reap the maximum benefit out of it.