Great customer experiences drive great customer reviews, more customers, business, profit and ultimately more success for a brand.
By 2020, customer experience will overtake price and product as the key brand differentiator (by a Walker Study).
Based on this study, brands have already started investing in improving their customer services in order to stay competitive in the industry and achieve success in this digital era. Brands need to inculcate a few terms while creating their customer service strategies. Let’s check which are those key terms that help drive great customer experiences:
Accountability in great customer experience begins at first with how you and your entire organization is accountable for all your business actions, decisions and execution. Customers expect that they invest in a business that relies on truth and trust. They want the businesses to be honest about their products or services, their specifications, deliverables, meeting expectations, various policies, including privacy, return, etc. and their pricing too (no hidden costs).
Also, now each business is available online on website, social media, etc. So, it is advisable for the businesses to specify as detailed information as possible about your products or services on the website. Before commencing the purchase, they will study your website for all details and social media profiles about reviews & following. This will help your customers to ensure that your organization is accountable for all your business actions. Also, if there are any bad reviews available on the web, you need to ensure that you take necessary steps to convert it to the best ones. This can only be possible with accountability.
Customer service is deeply connected with empathy. Every customer wishes that the businesses get into the customer’s shoes to understand what they are feeling or suffering from about their products or services. This comes into a situation when they are highly disappointed by your product or customer services. This is the reason why they call up your customer agents and complain about your products or services or maybe the process.
Here, the customer agents need to listen to them carefully and ensure that they deeply understand their pain points and walk an extra mile to help them resolve all their issues. When the customers are served the best during their tough times with your business. If this happens, you retain your customers for a longer period of time and they will cherish your customer service throughout their lives.
One of the most important terms to great customer experiences is the efficiency in offering products or services. Whenever they have any issues and have called up your call center agents, customer wishes that the agents are capable enough to solve their issues at the lightning speed without any efforts from their end.
The efficiency in offering customer service also includes to reduce their wait times during the calls to your customer agents, timely callbacks, etc. To utilize this, businesses need call center/customer service software like HoduCC that helps them to offer great customer service.
Customer service is not limited to one-shot. No business can guarantee that a customer won’t have any queries in the future. Customers are non-technical people and are prone to be served as many times as they see any issues with your products or services. Each time they need you, your customer service agents need to be standing strong consistently. They need to be listening your customers carefully and serving them with great customer experiences each time. With this, customers feel delighted with your customer service and would be ready to utilize or recommend your products and services consistently.
Customers expect loyalty from your business. They don’t believe that your products or services are great and cannot have exceptions or issues. It is YOU who need to ensure that you remain loyal and listen to their feedback to make your products or services better each time. Customers don’t look forward to try new businesses. It’s the extraordinary customer service at what they look for in a business for long term relationship. So, it becomes imperative for the business to be loyal to their customers and make products or services centered around their requirements.
Creativity is the mother of invention. This works great with customer service. Each business can be compared on the basis on how creatively they grab the customer’s attention and serve them to their best. Well, creativity does not lie in the way, customer agents talk to the customers. But, creativity lies in the following things:
- Highly interactive website design and content
- Inclusion of GIFs, Memes, etc. to make it a fun experience for the customers
- Easy website navigation
- Blogs on how you serve to your customers & how well do you offer them customer services
- Paid marketing campaigns focusing your customer experiences can help you to gain more customers
- And, many more.
Customers love personalization. If you address them personally and solve their queries, the customers would feel given the utmost importance. This makes their experience better with your business and would love to connect with you for more business again and again. After all, it’s the happy and satisfied customer who brings in more business.
Even you can go ahead with personalized marketing campaigns that attracts them to engage with your brand consistently.
Brands have already started working towards improving their customer service practices in order to offer the exclusive customer experience and sustain in this digital transformation era.
What all terms have you included in offering great customer experiences? And, what have your experiences been? Do share in the comment section below.
Read Blog: 1) Improving Customer Service With Embedded Communication