As a business owner, it’s important to understand the value positive? customer experience brings to your brands image and your business as a whole. A happy and satisfied customer will eventually turn into a loyal customer and loyal customers help with pulling in new customers just simply by word of mouth. This is one of the best marketing strategies for your business hence why you need loyal ones on your team.
Before we go any further, let’s discuss what customer experience is and why it’s important.
What is Customer Experience?
Customer experience also known as CX is the consumer’s response and impression during all the stages of the buying process which includes the pre-purchase, consumption and post purchase stages. It’s simply what the customer feels, sees? and hears? while interacting with your brand and its products. In order for your customer experience strategy to work, it should be useful and enjoyable from the customer’s point of view. Note that it’s all about the customer hence why it is important to get to know your customers. We will discuss how to do this in a bit.
Some businesses may confuse between customer experience and customer service and think they are similar but there’s a difference. Customer service is an element of customer experience. It plays a part in whether the customer has a good or bad experience. Most businesses focus on the service bit and forget about the other elements like the product or even the brands culture. Customer experience is the sum of all a customer’s interactions with the brand.
Why is a Positive Customer Experience Important?
- Customers have the power?. As a seller, you are at a disadvantage if people don’t buy your products or don’t interact with you at all. Customers without a doubt will go for brands that have a seamless buying process. Make sure you are that brand. Like we’ve said, it’s super important to have loyal ones on your team. Also note that customers who have a great experience, spend more and who wouldn’t want that.
- A positive customer experience builds trust. A positive experience means that you care about your customers. Making each one of your customers feel special and unique will send a positive message. It shows that for you it’s not all about the money but also about your customers. Once that is made clear, they will automatically trust your brand and its products.
- A positive customer experience makes you stand out from your competitors. Customer experience is a perfect tool to fight off your competitors and emerge as the people’s go to brand. Customers tend to compare their experiences with different brands and if yours turns out to be the best they have ever experienced, it will definitely give your brand a boost.
How to create a positive customer experience
Understand your customers
In order to give your customers an excellent experience, you need to know and understand them. What is your target audience? What are their wants, needs and challenges? What do they or don’t they like?
Ask for feedback
This way you will be able to identify if you are meeting their expectations and if not, how you can improve that. Send out questionnaires or perform surveys asking them to rate your service and their experience with it.
Analyze customers touch points
A customer’s touch points includes all the channels through which a customer experiences a business such as phone, email, texts, website etc. If any of the customers are facing a challenge with one of these maybe their phone calls aren’t going through, find a way to fix it.
Be friendly and empathetic?
When the customer visits your store or business in person, make sure to approach them warmly and maintain eye contact. If it’s online, respond to their emails or queries promptly. If they have any complaints try to be empathetic and find a solution to their issue as quickly as possible.
What is AI’s Role in Customer Experience?
Artificial Intelligence can be successfully integrated to provide a seamless, intelligent and convenient customer experience. Here’s how:
These are conversation agents that stimulate human interactions and provide quick personalized responses on a 24/7 basis. Hyper-personalization combines AI and real-time data to deliver content that is specifically relevant to a customer. Thanks to this, the complaint of delayed responses has become a thing of the past.
Virtual assistants utilize AI to obey commands or answer questions. This helps shoppers find what they are looking for by engaging them in simple conversations.
Increased productivity is a plus for any business as no one would like to interact with a business that seems dormant. AI can proactively start conversations with customers, providing them with the information they need, or help with the purchasing process. Chatbots solve common queries and transfer any queries they cannot deal with to the customer agent team.
AI helps analyze customer insights?
AI helps with analyzing and extracting customer information and behavioral patterns. Its algorithms use data points to customize a customer personas such as purchase behavior, websites they visit, source of referral etc. This information is very useful because it will assist you in knowing things like what products are your customers most likely to use and what audience should be added and removed from campaigns.