Customer Experience or CX indicates the sum of every interaction that a consumer has with a business - both pre and post-sale. It can take various forms depending on the method of communication.
Investing in customer experience initiatives has the potential to increase your revenue. In fact, a study by SuperOffice shows that 86% of the consumers are willing to pay more for a service if they receive a great CX. It also influences on-spot purchasing, as the survey by Segment reveals that 49% of buyers have made impulse purchases on receiving a personalized experience.
To produce an ideal customer experience, you need to make the customers feel the following:
• They are more than mere transactions to your business
• Their time and money help you to pursue your mission
• They are an integral part of your business
Every interaction with the consumer should revolve around the concepts of mutual respect and individual value. To help you establish the best practices that centre around these fundamental principles, here are some effective strategies for creating an exceptional customer service experience.
# Effective Strategies to Create an Exceptional Customer Service Experience
In the following passages, we will discuss a few strategies that you can adopt in order to offer a great CX.
1. Politeness is Never Out of Style
Beginning and ending a customer interaction with a simple “thank you” can effectively improve the customer service experience. A simple courtesy can go a long way and inspires a follow-up visit to make a business deal in the future. That way, it helps to increase your customer retention rate.
2. Right Use of Digital Resources
With the advancement in technology, most business deals take place digitally. This presents a unique opportunity for the service providers to leverage this digital connectivity to offer superior CX. For example, the ability to place an order for a service or product online independently is a helpful feature for the clients who have limited time to directly communicate with the admin.
3. Employ Effective Social Media Strategies
Social media offers an opportunity to create a strong brand presence and improve personal connections. Using social media to make customers feel like close confidants of your brand is a pro-level CX strategy. However, if you don’t have the experience in handling social media, it’s better to contact a reputed company that can offer a wholesome social media marketing service.
4. Post-Transaction Communication
Post-visit follow up by using the consumer contact information is a crucial element in improving CX. It effectively helps to reduce customer churn rate and enhances your brand image.
# Mistakes You Should Avoid While Delivering CX
There are some common mistakes that you must not repeat. For instance:
1. Don’t Go Overboard with Customer Rewards Programme
While rewarding potential clients to strengthen the customer base is a decent strategy, overdoing it is not a good idea. Instead, invest your marketing and retention resources in a customer loyalty or referral programme to keep the existing customers happy.
2. Don’t Forget that Charity Begins at Home
Remember, unhappy employees will not create a positive impression of your brand and may lead to a loss of your client base. Ensure to take care of your people so that they will feel enthused to extend the same to the customers.
Conclusion:
According to a survey by Walker Study, CX can overtake product and price as a key brand differentiator by the end of 2020. Therefore, focusing on delivering an outstanding customer experience is an effective means to enhance ROI (Return on Investment). The aforementioned strategies will help you to meet this objective. However, if you face any trouble implementing these, contact the experts of a reputed digital marketing Services provider who can help your business to deliver a superior customer experience.