Contributed article by Harmanpreet Kaur, Outreach Specialist at Knowmax
Businesses and organizations—public and private—across all industries and regions are focusing intensely on customer experience (CX). Why would taking the voice of the customer seriously have such a significant impact?
The answer is simple: competition. Almost every market is overflowing with products fighting for a piece of the action. A satisfying customer experience that considers the emotional aspect of a customer’s interaction with a business can greatly differentiate your offerings from those of your competitors.
You must consider a number of factors when creating a holistic customer experience for your brand, including mapping customer journeys, choosing the appropriate CX KPIs, and even employee experience. We have set up a guide to support you in creating the finest CX possible. Here’s what you need to keep in mind:
What is customer experience?
Every interaction a customer has with a business, at any point in the customer journey, is referred to as the “customer experience,” which is concerned with the relationship between a company and its customers. A consumer’s perception of their interactions with a business is called their customer experience.
Customer experience is about being there for the customer whenever and wherever they need you, while also making it easy and consistent for them. Additionally, it means making each engagement with the business memorable and significant. It is relational, not transactional.
It examines the customer’s lifecycle and maps each and every interaction the client has with you. It draws attention to the areas where you’re providing a great experience and creating advocacy. And when you give customers a horrible experience, customers will turn to competitors.
Why is the customer experience such a crucial factor?
Providing excellent customer service is crucial for any organization. The more satisfied consumers you have, the more repeat business you’ll get, the more wonderful reviews you’ll get, and the less friction there will be with returns and complaints.
Providing excellent CX has several advantages, including
- better customer loyalty.
- enhanced customer satisfaction.
- improved word-of-mouth advertising.
- positive feedback and suggestions.
The customer experience can be improved for all business models, including subscription firms that may boost retention and decrease loss, e-commerce platforms that can increase recurring business and decrease returns, and service sectors that can gain recommendations and reduce complaints.
Why marketing and customer service should work together
Customers see your entire business as providing excellent customer service, not just one section.
When treated well, satisfied consumers are your brand’s biggest protectors. They promote your brand positively and offer online reviews, which describe your brand experience.
You need these groups to collaborate, and here are some reasons why.
- Send a brief message. You can get direct client feedback from your customer service team. Understanding consumers’ purchasing motivations, primary advantages, and challenges they experience can help marketers significantly.
- Over time, the loyalty of your current customers should be raised. Every business relies on customer loyalty; otherwise, it would have to add more consumers in order to stay neutral.
But how can they accomplish that? Here, we’ll discuss practical marketing tactics for providing a superior client experience.
1. Improve the onboarding process
To guide the customer onboarding process and send the right messages at the right times, use contextual targeting approaches.
But lack of efficient approaches, ineffective onboarding processes, etc., have become the most common friction points in the customer onboarding journey.
Reducing these friction points is your main objective. Anything that falls short of prior expectations or leads to buyers regret qualifies. Friction causes you to lose the hard-earned lifetime value of your customers.
Your onboarding materials, or even landing pages, should include FAQs about relevant customer service requirements. Alternatively, you may write a guide to help users use your product. A welcome video can encourage customers to be enthusiastic about utilizing your service or product.
Also, to streamline the onboarding process, a centralized knowledge base can be created by an organization for a better experience.
2. Communicate in a clear, consistent manner
One of the most critical areas to support your support staff is content marketing. Along the client journey, you might notice that a lot of queries center around product features. These inquiries should be addressed by marketing long before they develop into leads.
Create your marketing initiatives with clear, consistent messaging in mind. Customers should understand what you expect them to gain from your product. If you’re having a promotion, be sure to explain the terms of the offer. By filling in these gaps now, you can avoid eventual customer service issues and unhappiness.
Regardless of how customers choose to contact you, provide a consistent brand experience by using an omnichannel platform. At least once a year, review your outbound email templates and related documentation.
3. Make a positive learning environment
Create a learning center as your first step in improving your customer experience. For each issue, evaluate the volume of queries and the effect on the customer experience. Meet once a month to choose new subjects to include in the knowledge base.
Customers, in most cases, first go to a customer self-service portal. Give your marketing team access to the recordings of your sales or support calls to get the most out of this CX strategy. Access to support tickets and account research in your CRM is also included.
Use the precise language that your target audience uses for this method to succeed. It helps content producers create content that appeals to their audience.
4. Boost client loyalty with social media
One of the first places that clients go for assistance now is social media. According to a Facebook survey, 64% of people prefer messaging a company over other options.
Customers want top-notch customer service. All parties will be informed thanks to a unified customer management platform.
Therefore, it makes sense that you should incorporate social media into your customer service initiatives. Eliminate the silos created by the new marketing channels and offer world-class service to all.
Through such experiences, customers become exposed to a much better higher degree of service through such experiences. As a result, the formulation of expectations is greatly influenced by individual consumer experience. The proper structures, individuals, and technology foundation must come together in a community in order to create an emotional connection with customers.
Harmanpreet Kaur is an outreach specialist at Knowmax for the past 4 months. Apart from this, she also has a knack for content creation. Apart from this, she also has a knack for content creation. She manages everyday marketing operations, such as outreaching relevant websites, getting content published, and working on various content pieces. She enjoys drawing and reading in her spare time, aside from work.