If you ask someone what is necessary for a company to be successful, you’ll get a variety of responses. Some might say great products, others will say amazing marketing efforts, but neither of these is enough on its own. While they are important, one thing no company could succeed with is amazing customer experience (CX).
Today’s consumers would choose a company that values and prioritizes their experience over one that doesn’t and 86% of people are inclined to pay more for a great customer experience. If you haven’t been thinking about customer experience, it’s time to start with the following steps.
Use CXM software
The customer journey is much longer than some people realize, and it’s important to know what consumers think during each touchpoint of the journey if you want to improve the customer experience. And customer experience management software will help you with that.
A CXM platform allows you to collect and analyze customer feedback, identify trends behind customer behavior, and optimize the overall customer journey. There are multiple benefits of using CXM software:
- It helps you get to know your customers. You will have an elaborate view of how your customers behave throughout all touchpoints, which will help you improve the customer journey and create more personalized experiences.
- It will help you increase loyalty and retention. Thanks to this improved journey, it will be much easier to create long-lasting relationships with loyal customers.
- You can track the success of your campaign. Since your CXM platform will give you access to a high volume of actionable data, you can easily track the success of your engagement campaign.
Think about your domain name
It’s easy to put your domain name on the back burner because it doesn’t seem relevant, but you should rethink that decision. The domain name you have is associated with your business and it can have a significant impact on your customer experience.
It may seem strange, but your domain name has more power than you probably realize.
When you have a simple and straightforward domain name that makes it easy for customers to know what you do and connect it to your brand, you’re providing convenience and simplicity. This means you won’t waste your customers’ time.
In addition, a reputable domain name makes consumers feel safe and secure. There are too many scam websites online and if a consumer sees a domain with a reputable name and a trustworthy extension such as “.com” or “.org”, they’re more likely to trust the business.
Finally, your domain name can convey your brand’s message. If you want to create a great experience, you need to understand customer behavior and what drives their purchasing decisions. If you choose a domain that they find appealing and that reflects your brand’s purpose, they’re more likely to engage with it.
Take a look at your domain name and think about whether it’s good enough to be the first thing your customers see and start their experience with. If not, you should think about changing it. Luckily, if you know where to get the cheapest domain names, a good domain name won’t cost you a lot.
Measure the right metrics
If you don’t measure your customer experience metrics, you can’t know how good the customer experience you’re providing is. And while there are multiple different metrics, there are three key CX metrics.
- Customer satisfaction score. By measuring the CSAT metric, you can gain insight into what your customers think about your company and products.
- Customer effort score. The CES metric evaluates how easy or difficult it was for your customers to interact with your products, and it’s usually measured on a point scale from one to five.
- Net promoter score. Finally, the NPS metric shows how likely your customers are to recommend your business and products to their friends and families.
You can find out all of these through customer surveys. As long as you ask the right questions and give your customers an incentive to fill out your surveys, you can easily measure these metrics.
Gather an amazing customer service team
While there are a lot of things that will influence the quality of the customer experience your brand provides, one of the most important factors of excellent CX is great customer service. After all, your support team has the most contact with customers.
They can help influence purchasing decisions, solve their problems, and answers any questions they might have. These are just some of the reasons why 96% of consumers say customer service is an important factor in their choice of loyalty to a brand.
When hiring people to be part of your customer service team, choose those who know how to communicate effectively and have patience for all issues that may come their way. Of course, you need to provide your team with adequate knowledge training and the right skills that will ensure they deliver the best service every time.
It doesn’t matter how much time and money you spend on product development, marketing, or anything else. Without loyal customers, you cannot sustain your business. And the best way to get loyal customers is to provide them with a customer experience they won’t soon forget. So, try the abovementioned strategies and see which one makes the most sense for your business.
How To Get Started Investing
The international bestseller by CERTIFIED FINANCIAL PLANNER™ Scott Alan Turner. Choose the right accounts & investments so your money grows for you – automatically. No jargon, confusion, or pie in the sky promises. Just a proven plan that works.