The customer experience is a buzz phrase which companies pedal without truly understanding. The truth is that it is probably just as important as the product or service you offer…if not more important! For those that, quite rightly, don’t know where to start, below are some pointers which may help. The only way to find out is to show and tell.
Help Me Help You
This is a critical message. Be subtle and provide the information you know they need, even if THEY don’t know they need it. A fantastic example is an FAQ section with the relevant answers. In a society that is obsessed with instant results, there is nothing better than acquiring the solution with a quick browse of a webpage. No one has the patience to deal with automated message systems.
Never Avoid
Although they’d rather not call or email, customers still want the option. In fact, they want the company to prove that it is intent on dealing with queries head-on. Otherwise, it makes them think that you are trying to dodge them for whatever reason. And, that implies the firm has something to hide, which further suggests the business isn’t trustworthy. It’s a vicious cycle that is easy to break with a couple of signposts. Simply create a “contact us” page and put it at the top of the site so that it grabs people’s attention.
Measure Happiness
Some parts of the customer experience are measurable. For example, the good folks at www.Lanla.com collate customer experience data analyze and use the data to keep current customers happy and coming back. I always say that it is easier to sell the customer you already have. And most businesses are referral based.
Spread The Knowledge
Francis Bacon would turn in his grave if he knew the stats relating to organizational boundaries. As many as 33% of businesses struggle to disperse the info they have gathered to other sectors within the company. Considering the data may be useful, this is a shocking statistic. Barriers need breaking as the smallest piece of knowledge can change a challenging customer experience.
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