It’s the digital age and the tables have turned. Customers have so much choice and so much power. Giving your customers a seamless experience is one of the best ways to ensure you don’t lose them to your competitors.
According to The Temkin Group, companies that earn $1 billion annually can expect to earn, on average, an additional $700 million within 3 years of investing in customer experience.
So how do you improve the customer experience and create a streamlined journey?
Here are three ways to start:
- Listen to your customers:
It seems obvious, but one of the biggest customer complaints is that they do not feel heard. So when your customer fills out your surveys or customer forms, it is crucial to analyse the feedback.
Evaluate the information and make changes where necessary. Your customers use your products or services and know what they want. Take their insight seriously.
- Employee experience can improve customer experience:
According to Gartner, when it comes to making a purchase, 64% of people find customer experience more critical than price. When providing support that assists customers, employees need to be well trained and have a work environment that supports their success.
That being said, if your employees aren’t trained on your company’s products or protocols, they probably aren’t providing the best customer support. Therefore, focus on continuous training programs to ensure that your employees are always updated on what is happening with your products and services.
- Improve ease-of-use:
There are few things worse than bad customer service, but one sure thing is a complicated product with no support to help your customers use it. Identify where your customers are having a hard time and focus on removing those pain points.
While you can’t be sure to eliminate all your customer’s current and future pain points, you can ensure that you are continuously improving the customer experience.