Customer satisfaction should always be a leading priority for successful companies. In conjunction with a high quality product or service, customer engagement and retention can help foster positive brand recognition and consistently drive profits for your business.
Your team and the tools they use to foster customer satisfaction are important components of your success. However, you also need to make sure your efforts to create a quality customer experience are a reflection of what your customers want, need, or expect in their interactions with your company.
If customer experience management is a growing point of focus within your company, then investing in valuable resources and powerful software tools such as Customer Relationship Management (CRM) solutions can help you easily enhance your customer experience and enable more growth opportunities for your business.
Here are five factors that can affect your customer experience and help you illuminate the voice of the customer in your company.
1. Perception of Service Environmen
While you may be implementing all the proper procedures and tools to best service and delight your customers, it’s important that you also spend time understanding and managing the perception that customers formulate about your service environment.
Though you may be dedicating extensive time and money to creating a top notch customer experience, it is vital that you encourage customer feedback, and then use the information your customers share to identify ways you can make sure your intentions and your customers’ perceptions align on your service environment and goals.
To create a seamless and effective service environment, you should invest in a CRM solution, phone system, and call center software that can be easily integrated. This way, you can make sure that your agents have all the tools they need to provide stellar service and also gather and track the important customer feedback necessary to manage and improve the customer perception of your service environment.
2. Service Quality and Timing
Quality and timing are two very important aspects of customer experience management. If your company relies on a busy call center for customer service, then it may be challenging to balance the quality of service a customer receives with how quickly they can receive answers to their questions.
However, by integrating an Interactive Voice Response (IVR) feature into your contact center, you can achieve a more balanced mix of quality and timing. An IVR can help quickly answer frequently asked questions, send auto-responders containing information customers are seeking, and route calls to agents for more customized help.
This means that customers can receive help and information much more quickly and not have to wait in long queues for help with more complex questions.
3. Synchronous Business Accessibility
With the vital role that the internet plays in life and business today, it is important that your company has a synchronous presence online that is easily accessible for customers to locate and validate your business.
Make sure that you have a mobile-friendly website and a strong social media presence with consistent, recognizable branding so your customers can find you easily and feel confident in your business and services. Fortunately, most CRM systems integrate nicely with your social media, so you easily track online customer feedback, requests, and questions all in one place.
4. Responsible Honesty
Customer satisfaction undeniably comes from a great experience with your company. It is important to remember that customers are human as well, and when they contact your company disappointed or angry, they want to be heard and validated.
When customers reach out to your company in this manner, it is a great opportunity for you to win their trust through responsible honesty. Don’t try to correct them or reign in their emotions with policies and fine print when a customer points out something your company has done wrong.
If you are in the wrong, then admit it, apologize, and make it right. Often times simply validating a customer will dissolve the problem and earn their devotion through a negative experience turned positive.
5. Tech Savviness
Customers are growing more and more tech savvy each day. To keep pace with your customer’s needs, you will need to make sure that you have the proper technology in place within your company’s customer service department to provide the experience your customers expect.
If your customers experience care they feel is antiquated or clunky, that will be their perception of your company and the products and services you offer as well.
To ensure you stay competitive, you should make sure that any point of access a customer has with your company is powered with the technology and tools needed to not only meet, but exceed their expectations.
There are many other ways successful software integrations can help your business thrive and grow, and you can explore how to close other gaps in your company with our free guide, 5 Common Pain Points CRM Solutions Eliminate.