“A satisfied customer is the best business strategy of all” – Michael LeBoeuf
Giving your customers a worthwhile experience has become an essential business imperative. Leading companies have now realised that they are in the customer-experience business, and they understand that ‘how’ an organization delivers for customers is beginning to be as important as ‘what’ it delivers. Customer experience (CX) is defined by interactions between a customer and an organization throughout their business relationship. An interaction can include awareness, discovery, cultivation, advocacy, purchases and service. Every stage of a customer’s experience with an organisation affects his/her loyalty and how he/she contributes to conversations about the organisation both online and offline.
Here are some ways to enhance and improve your customer experience strategy-
1- Understand your audience and create buyer persona’s-
What this simply means is that you need to place yourself in the customers shoes. You need to see things from their perspective. A thorough and efficient market survey to identify what the customer needs and motives are would fulfil this. Once you have enough information, you can create buyer personas. The most effective buyer personas represent real people, human beings, so you can account for emotional or psychological elements that can hugely impact your customer experience.
2- Examine your business mission and vision carefully-
Ask yourself that the main motive of your business is to win new customers or whether your business is entering new markets or you are launching new products/services into the current one. Set your business objectives and goals based on who your target audience is and their needs.
3- Capture customer feedback in real time-
Evaluation is the key to any successful business. And this is facilitated through adequate feedback. How do you know if customers are happy with the products and services you sell? You have to ask and enquire. Post-interaction surveys and similar customer experience tools can be delivered using a variety of automated tools through email and calls.
And of course, it’s even possible to make outbound calls to customers in order to gain more insightful feedback.
4- Act upon the feedback-
It’s not just that you obtain feedback, henceforth you ought to incorporate them as well. If the customer is not happy with something, no matter what you really want, you have to adjust to meet their current likes and requirements. This in-turn will create loyalty among the customers.
5- Measure the ROI from delivering great customer experience-
Another challenge that comes in the way of customer experience strategy is nothing but measuring it, which is why many companies use the “Net Promoter Score” or NPS, which collects valuable information by asking a single straightforward question:
“Would you recommend this company to a friend or relative?”
This is a simple tool that is standardised and objective used by several companies to measure customer experiences.