How to Create a Customer Experience Strategy
Customer Experience has reached a new high. Firms with contact centers that implement a powerful customer experience strategy have seen higher customer satisfaction, lower customer churn and increased revenue. According to a study conducted by American Express 60% of customers would pay more for an improved experience.
1. Understanding Customer Experience
2. How do you create a powerful customer experience strategy?
Understanding Customer Experience
CX is the sum of all interactions that occur between a company and its customers during their relationship. An interaction may include awareness, responsiveness and support, as well as purchase, service, and purchasing.
Today, customer experience strategy is an integral part of customer relationship management. It ensures that customers who have a great experience from the start will remain loyal. Oracle’s study found that 74% senior executives believed that the customer experience influences a customer’s willingness to be a loyal ambassador. If you want to keep your customers loyal to your brand you need to invest in their experience.
Simple: Customers who are happy and satisfied will remain loyal. Most large organizations now know how to leverage their contact centers and make customer experience a priority, but they still struggle to find the right strategy for customer experience. A Bain & Company survey found that 80% of companies rated the CX of their company as superior, while only 8% believed their customers were receiving a great experience.
According to Forbes, 84% of companies who improve customer service report increased revenue.
How do you create a powerful customer experience strategy?
The speed with which customer experience strategies can be implemented is not matched by the increasing expectations of customers. We’ll look at five factors that can help you create a customer experience strategy to improve your contact center’s customer satisfaction.
1. Better First Call Resolution
Your customer experience strategy will be successful if you can resolve your first calls at ground level. Your customer service agents will be able to empathize and connect with customers if your company understands them well. To create a customized experience for your customers, it is important to establish an emotional connection through the omnichannel communication system. It is possible to achieve this when agents are aware of customer interactions, regardless of which channel they choose.
2. Use of different communication channels extensively
Your customers are intelligent, whether you like it or not. Customers have increasing expectations, and they use an increasing number of communication channels to seek out the best experience. It is important that your organization provides the best experience possible through the communication channels chosen by the customer. It is important that the channel be data-driven and strong enough to allow any agent handling the customer to know the customer’s profile, his needs, and the strings of the last communication in order to provide him with an unparalleled experience. Consistency must be maintained between all channels. Customers can be invited into the organization via any channel, but consistency in communication will result in a better experience.
3. Capturing customer feedback in real time
How can you ensure that your contact center is providing a WOW experience to customers? It is important to ask, and the best way to do this is by collecting feedback in real-time. To show each team member how they make a difference, it’s important that you assign customer feedback to an individual customer support agent.
4. Quality Framework for Team development
This allows you to compare the feedback from your customers to the principles of your customer experience strategy. This gap allows your contact center to identify areas for improvement, training requirements and other support-related issues. This system may not be effective immediately, but it creates a framework for team development and organizational growth that will help you to provide wow experiences to your customers.
5. How to measure the ROI of delivering great customer experience
How can you tell if the strategies you’ve implemented and investments you’ve made up to now have paid off? You can measure the Return on investment by measuring customer experience. The challenge of measuring customer experience has become a major concern for firms today. To overcome these challenges, many companies collect information using the “Net Promoter score” or NPS by asking one simple question.
Would you recommend this business to a relative or friend?
Net promoter score or NPS is a very appropriate customer experience metric. It is simple to implement, and it measures the ROI that the company receives. It is important that you implement an ROI metric, whether or not you use NPS.
Do you believe you can give your customers all they need to make them happy? The factors mentioned above can help you optimize your offering. These strategies can be used to restore your relationship with your customers if they are not as happy as you would like them to be. C-Zentrix has been a trusted partner to organizations that are in the process transforming their strategy for customer experience.