Customer Experience is the most important criterion for any brand - big or small
Around 86% of customers say they’re happy to pay more for a guaranteed good customer experience, and 49% of customers make impulse purchases based on a great customer experience. Data consistently shows that delivering meaningful experiences for your target audience leads to higher sales, greater loyalty, and more opportunities.
The only problem? Customers are becoming more demanding.
Today’s customers expect more than ever from the companies they buy from. In a digital environment, your customers want enriching experiences that feature speed, convenience, and personalization.
Fortunately, companies can use technology to align their customer experience strategies with the new age of customer expectations.
Let’s take a look at just a few of the best strategies your business can leverage.
1. Build Omnichannel Experiences
In the modern world, customers want to be able to engage with your business through the channels that are right for them. Adobe finds that companies with the strongest omnichannel strategies experience 10% higher annual growth and 10% higher average order value. Companies need to create a multi-level service experience that aligns conversations with customers across platforms such as SMS, social media, email, and phone.
Crucially, an omnichannel environment alone isn’t enough. Leaders must also ensure that they empower their team members to properly leverage this environment. A connected backend environment should provide employees with a complete view of the customer journey across all channels to encourage contextual conversations.
At the same time, an end-to-end environment should also provide access to analytics tools and insights across the entire customer journey. The more data you collect about customer interactions across all channels, the easier it’ll be to identify gaps in your service.
2. Empower Customers to Serve themselves
Today, 67% of customers say they prefer to use self-service resources rather than speak with a company representative. We live in an age of digital transformation, where customers are comfortable with the idea of seeking information online or solving problems themselves. With this in mind, it’s critical to enable self-service solutions as part of your CX strategy.
A self-service strategy can be as complex or as simple as you want it to be. Some companies create FAQ systems to answer questions, while others provide access to dynamic, custom chatbots that can provide around-the-clock support. If you decide to implement your own chatbot, make sure it’s available on multiple channels to support your omnichannel campaign.
You should also ensure that you can collect information from chatbot conversations in a secure and legally compliant manner. This data will give you better insights into the customer journey as well as issues that might be keeping customers from making a purchase.
3. Augment Teams with Automation
A great customer experience often starts with a better employee experience. The more you support your remote, in-office, and hybrid teams with the right technology, the more productive and efficient they can become. One of the easiest ways to empower your current team is to allow them to shift some of the repetitive tasks in their day elsewhere.
Automation and RPA tools are great for taking the pressure off your customer service reps. You can use automated systems to log information about customers, consolidate and streamline inquiries from multiple channels in one place, and more. An automated system can also save your staff time, such as routing customers to the right person.
Automated solutions aren’t tools that can completely replace the human workforce. However, they can be a fantastic way to supplement the people on your team. With AI and advanced systems, agents can focus more on handling complex problems and answering customer queries that require human understanding.
4. Unlock the Power of Analytics
Data is ubiquitous in the customer experience. This data provides access to insights that can inform businesses on how to better serve their customers and reduce the risk of customer churn. Unfortunately, the majority of companies are still not using the information available to them to make better business decisions.
With AI analytics and reporting systems, you can make better decisions about the future of your business and how you serve your customers. Detailed analytics that covers the entire CX environment will show you where you need to close the gaps in customer satisfaction by implementing new tools or service strategies.
You can even use analytics as a tool to predict what might come next in your business landscape. Predictive analytics offers insight into customer behavior and what they might need from your company in the future. These same analytics services can also help you determine when additional staff will be needed to handle an increase in demand.
5. Keep Teams Aligned
As mentioned earlier, it’s critical for your employees to be well aligned, informed, and supported if they’re to provide the best quality customer experience. Unfortunately, in the age of telecommuting and hybrid work, this is increasingly difficult to ensure. How can you ensure that all employees are on the same page when they don’t necessarily work in the same environment?
Building a digital workplace where all your team members can collaborate, gather valuable information, and access useful resources is essential. Your customer-facing digital console should provide a complete end-to-end view of the customer experience, taking into account the needs of customer service representatives. The same tool could be equipped with automation and chatbot tools, intelligent guided workflows, automated actions, and troubleshooting.
Be sure to listen to your employees’ feedback when implementing workplace customization tools. Your team members can advise you on next steps for implementing new services.
It’s Time to Transform Customer Experience
Improving the customer experience is something that every business needs to focus on in the current climate. As customers become more demanding and competition becomes fiercer, the need for an excellent customer experience is greater than ever. Fortunately, there are many ways you can leverage digital transformation to improve your CX strategy.
Discover how tools like the Cempresso Customer Care Suite can help you achieve all your digital transformation goals for customer care at once!