A good customer experience often unfolds greatly in the favor of the company, which can be best controlled, executed, and monitored with contact center software and CX tools.
If handled with genuine purpose to resolve, it’s not difficult to provide a special experience for customers who will ultimately applaud and partake in long-winded brand loyalty for many, many years to come.
That's the ROI of customer experience born of great customer service. Customer experience with real-time engagement enhances brand growth and is a testament to the commitment toward the community purpose the brand has essentially promised to serve. Brands that use important qualities of customer service like emotional connections tend to outperform their competitors in sales.
The creation of a unique customer experience strategy involves many interlinked elements such as:
- The creation of a comfortable customer journey.
- A reliable platform and networking for customers to fall back upon (UI, UX, and CX)
- The complete erasure of obfuscation of processes that the client deems important to be seen.
- The tangibility of the sales team.
- The flexibility of company rules to accommodate multiple facets of the same issues that could occur in different scenarios.
- Complete regard for customer feedback and of course to readily admit and mitigate personal fault.
How Do You Evaluate Customer Experience?
Customer experience strategies refer to how a business engages with the customer’s journey—from marketing to sales to customer support and every other service offered for which the company marketing team agrees to go an extra mile, and adds its personal touch for better customer service takeaways on the other end.
Research by American Express found that 86% of customers are willing to pay more for a better experience.
A list of customer experience strategies gives a hold on just how well the existing procedures live up to the expectations of its social audience and consumers, and whether the business is strategic in real-time and is deemed worthy by its loyal customers.
To evaluate each of these marketing strategies and their respective business outcomes, companies have developed several ways to ensure what yields a positive experience for the customers they tend to. A company’s strong presence in support despite heavy traffic in form of queries and complaints is always lauded by the channels it spreads itself onto.
As such, many companies are investing in CX software and tools to streamline customer processes, improve CX, and build growth through loyalty.
In fact, according to a global CX study by Oracle, 74% of senior executives believe that customer experience impacts the willingness of a customer to be a loyal advocate.
Customer experience is also rated on the response time and the marketing communications on various socials. The more the company’s social media presence, the more the popularity, and the more reliability. Amidst the online scares of theft and deceit, a strong social media presence gains more plethora for the company than being discreet in its dealings, which has everything to do with the people it serves and interacts with. Hence an interface consisting of both provider and consumer is an absolute must to achieve desired business goals.
What is a Customer Experience Example?
Satya Nadella emphasized the importance of arming its users with tools and resources for a pleasant online experience by reconstructing the whole of Microsoft's innovation ideals around its customers and pulled off the empowered customer deal the earliest and quite perfectly.
Apple perfectly followed suit with an even more enormous appeal. A ringing takeaway from implementing these tactics is that a vast majority of buyers are willing to pay more for a better customer experience.
Debunking a major and popular misconception, customers who are not easily satisfied will withhold positive responses on purpose and will recollect a bad experience more times than required.
A recent Customer Management IQ survey found that 75% of customer experience management executives and leaders rated customer experience a ‘5' on a scale of 1-5 (5 being of the highest importance).
Changing from a bureaucratic corporation to an innovative collaborator that focuses more on its partnerships and customers with added human touch, has always rather helped a country than failed it. Businesses usually fail due to their lack of flexibility and desire to maintain originality rather than to adapt.
One of the most beautiful customer experience examples is of a brand called Tommie Tippee Cups selling sippy cups, that happened to stumble over a father’s plea (in a tweet) concerning his son (named Ben) who was severely autistic, for the replacement of a discontinued limited edition of a sippy cup, which was the only one he would drink from.
This heartfelt and earnest plea amassed a lot of following and support, and retweets (#cupsforBen) which caught the company’s attention and they immediately acted upon it and announced that they’d run another limited edition of the discontinued sippy cups for Ben. This kind of inclusivity immediately grabs the attention of a target audience, aids in company growth, and also helps touch the hearts of millions.
What is Customer Experience in One Sentence?
An experience that caters to customers as company assets, is tailored to fit their needs and expectations, has strong empathy and emotional mapping, and has a clear understanding of its target audience. A good customer experience provides consumers with a distinctive and memorable experience and is crème de la crème in matters concerning reliability, availability, and resolving of issues from the root is what comprises a good customer experience.
What is the Best Customer Experience?
Customer experience tends to develop over time rather than in a jiffy, and it requires an optimized sales pipeline. The best way to coalesce these experiences with the growth of the company is to analyze and prioritize customer feedback.
To actively show interest even after the service is over, to constantly interact and bring something different to the table. Analyzing the customers’ tastes or need for products, and redirecting any visible confusion or problems to the proper customer support made available by the company often leaves a lasting impact on the consumer. Accurate and quick responses play a significant role in neutralizing an unpleasant situation or bad customer experience.
Anything that does not drag and hastens the completion of an issue to its solution (like return, refund, or exchange) is helpful in the process of providing the customer with a good experience. The best customer experience is a thoroughly guided customer journey- the data noted, the preferences understood and the queries cleared. This motivates consumers to publicize, look forward to returning with more demand, and a will to even cooperate and consider the company for future needs.