If you want to greatly improve your customer experience, then you have come to the right place. This guide will help you to make sure that you reduce your churn rate, as well as making sure that your customer satisfaction remains as high as possible. Want to find out more? Take a look below.
Create a Vision for your Brand
The first thing that you need to do is try and create a customer-focused vision. This will help you to communicate what you are looking for, with your organization. The best and easiest way for you to define your vision would be for you to try and create a set of statements so you can work with them as guiding principles. If you have core family values, then make sure that you embed them into your culture and also make sure that you embrace change as much as possible. When you have principles like this in place, you can then drive the behavior of your organization in general. Of course, every single member of your team should know your work principles by heart, and they should also be embedded into every area of your development and training.
Know who your Customers Are
The next thing that you need to do is build upon your customer experience. If you want your organization to understand what your customer needs and what they want, then they have to be able to empathize with the situations that your customers may face. One way for you to do this would be for you to segment and create a persona for your customer profile. Try and give each persona that you do create, a name and a personality. If you can put in the work to create personas, then you will soon find that your customer support team can then recognize who they are working with, and they can also understand your audience better. This is essential if you want your company to be customer-centric so try and be mindful of this if you can. If you run a retail store, then you also need to make sure that you are providing your customers with the experience they are looking for in the moment. It may be that you play music that targets your demographic or that you simply cater your store with things that interest them. Want to find out more? shop SiriusXM dedicated streaming players for your business today.
Create an Emotional Connection
If possible, you need to try and create an emotional connection with your customers. If a customer has missed a deadline for returning something because they have had a family crisis, then arrange to take care of the shipping for them and extend the deadline for the return date. Little things like this can help you to develop an emotional connection to your customers and it can also help you to get more sales overall. Studies have shown time and time again that 71% of customers recommend a service or product because they have received a great experience from the team, so try and be mindful of this if you can.
Capture Feedback where Possible
How do you truly know if you are going above and beyond for your customers? Ideally, you have to ask them. Capturing feedback in real time is always a good thing to do. It may be that you use live chat tools so you can have conversations, and when you are done here, you can then send a follow-up email. You can also send out post-interaction business surveys if you want. When you do this, you will soon find that it is easier than ever for you to find out if you are actually meeting your customer experience goals. If you can, you also need to make sure that you are tying customer support to a specific agent. This helps every agent to know what a difference they are making to the company so be mindful of this if you can.
Use Quality Framework
If you utilize some of the steps above, you can then find out what customers think about the general quality of your service compared to the principles that you have worked so hard to define. You then need to try and work out the general training needs that every member of your support team has. If you can do this, then you will soon find that things work in your favor and that you can also make the service you provide bigger and better overall.