How You Can Transform Your Customer Experience And Why It Is Important
Did you know that there is an 80% increase in revenue for businesses that focus on improving their customer experience? This is just one of the many benefits of good customer experience – but there are many more to consider.
Hence, here’s everything you should know about how you can transform your customer experience and why you should do it.
Why Should You Improve Customer Experience?
First and foremost, it is essential to understand why you need to improve your customer experience in the first place. Here are some statistics that prove the power of good customer experience:
- 86% of consumers stated that they are willing to pay more for a good customer experience.
- 72% of consumers stated that they will share a positive experience with 6 and more people. 13% of consumers stated that they will share a negative experience with 15 and more people.
- 49% of consumers said that they have made impulse purchases after getting a more personalized experience.
- 57% of consumers said that they won’t recommend a brand with poor mobile website design. 50% of consumers said that they will stop using a website of a business (even the one they like) if it isn’t optimized for mobile.
This is not an extensive list, but even these statistics prove just how important customer experience actually is nowadays. Use these seven practices to improve your customer experience:
#1 Identify Your Vision
Before you start changing the kind of customer experience you provide in any significant way, you should first identify your vision for the experiences you want to create for your customers. Only by understanding your vision will you be able to determine the direction in which you should be moving.
With the right direction in mind, it will be easier to choose which changes should be made and which techniques should be used. When identifying your vision, think about your current strategy.
What are you doing in terms of branding? What are your marketing and sales strategies?
Based on the kind of brand image you want to create, you will need to decide which customer experience vision fits your overall plans the best. Think about your business values, principles, mission, and more.
#2 Know Your Audience
Another thing to consider is your target audience. You need to know who your customers are to be able to create the kind of experience they will enjoy.
Of course, not every customer will be the same as everyone else which is exactly why you should consider the different segments in your audience that you want to target. Customer experiences in our time are increasingly personalized.
More often than not, you won’t be able to create completely unique experiences for all your customers, but you can customize these experiences for different types of customers. That’s why you should have a clear understanding of who your customers are.
#3 Connect Emotionally
Once you start planning what you want to do with the kind of customer experience you provide, you will need to think about the emotional side of things. It is extremely important to connect with your customers on an emotional level if you want to maintain long-term relationships with these customers.
There are different ways to do this, but all of them are meant to help you humanize your brand in the eyes of your audience.
The kind of brand image you project plays a big role here. However, there are really very many factors to consider.
Everything from your customer support channels to your website to the size of your business can impact how and how successfully you can connect with your audience through the experiences you provide.
#4 Collect Feedback
It’s not enough to have you and your team brainstorming different ideas for improving customer experience. You should also get an outside perspective by collecting customer feedback.
This feedback can be collected in real-time, but even simply having customer surveys from time to time can be sufficient to analyze the quality of your current customer experience strategy.
Stephen Conway, an expert from the Best Essays Education writing company, says, “You need to look for feedback on customer experience in different places.
For instance, social media can be great for finding customer reviews. You can even provide customer support directly on these platforms.
But first and foremost, seek out user-generated content on such platforms to get a better idea of what your customers experience when interacting with your business and using your products or services.”
#5 Plan Your Strategy
One of the most important things when it comes to providing high-quality customer experiences is having a specific strategy. When you have a strategy, you have a concrete plan of action that you can follow.
For your customer experience strategy, consider such points as:
- Your target audience and its different segments
- Your vision, mission, values, and principles
- Your brand image and overall business strategy
- Your current customer feedback on their experiences
- Your goals for the experiences you want to provide.
Once you consider these aspects, you will be able to create a detailed framework or further plan of action to pursue your goals and eventually provide much better customer experiences than before.
#6 Act on The Feedback
The reason why you need to collect feedback in the first place is that you will need to use it to improve what you already do. This is why you need to act on the feedback you collected.
Whether you do this by incorporating subtle changes into your overall strategy or you act on it separately, your efforts need to be effective in the long run.
Zachariah Wicks, an expert from the custom writing reviews site Trust My Paper, puts it this way, “When you act on the feedback you have collected, you show your customers that you care about their opinions and want them to enjoy buying from your brand.
Moreover, you also establish your brand in your niche and eventually improve brand awareness which attracts more potential customers.”
#7 Measure Results
This is why you need to make sure that those goals are realistic and measurable. One way to measure results is by repeatedly collecting customer feedback.
You can also analyze metrics that are indirectly related to customer experience quality (e.g. revenue), but you should still prioritize customer feedback as it is the most reliable source for such analysis.
All in all, improving customer experience doesn’t happen immediately, but every step you take will get you closer to better results on many fronts. From increased revenue to more loyalty in your customers, there are numerous reasons why you should work on your customer experience.
Use the methods in this article to help you get started and begin improving your own customer experience strategy.