Customer Experience-The Most Important Marketing Tool

  • By - admin
  • 3/14/2024

Before you buy a product or a service, what do you first look into? Yes, it’s the reviews. By next year, customer experience will play a major role in the purchase. Price will become a secondary thing. What consumers are looking for today, is professionalism. This increased expectation of the consumers creates a tension on targeting a high customer experience. A study conducted in Temkin Group observes up to $823 million increase in revenue over 3 years when there is a slight rise in customer experience.

Agreed, that companies have customer service department. But that comes into picture when there is a problem or a complaint. The team resolves an issue and that’s that! But Customer experience is different! It happens throughout, in every kind of conversation, relationally.

Why prioritize Customer Experience?

In order to expand your band’s name you need to be sure that your customers are really happy with your service or product. It has always been an important thing.

You will always face a huge competition and thus, it’s important to get involved with your customer on a deeper level. Getting personal will help you build a strong relationship and you can expand your customer base. Today, customers dig deeper before they buy a certain service or product. What they actually expect is a memorable service! When they are happy not only will they prefer your service, but also share the experience with their friends and family. And one bad comment will make them think twice about going ahead with your service. Customer experience is the bridge between demand of the customer and delivery.

How you can modify Customer Experience strategically?

Let’s discuss 5 quick tips for a better customer experience. These will keep the customers happy as well as boost your brand to flourish.

1 Create a design which is User-centric:
3 Not benefiting from the multi-dimensional features of facebook:

Trends change! The tastes of your customers change too! It is therefore necessary to build our website and update it to carter to the needs of your customers. You definitely need a professional who keeps himself/herself updated about the current trends and tastes of the users and track their behavior. This process requires a lot of research, testing, analysis and adaptation. Conducting A/B testing works amazingly when it comes to improving Customer Experience by making it customer-centered.

2 Engage them personally:

If your top customers have to dive into your website for any tiny bit of information, one day they will get frustrated with so much of effort they are putting and turn to your competitor who offers them personalized updates! Moreover, this will only widen the gap between you and your customers! Personalization is not essential all the time. When the users transform into regular customers you need to make sure you retain them by personalizing the texts you send them. Make sure they are relatable to your customers in every possible way. For instance, your customer lives in Bangalore and you send him/her an offer that is applicable in Mumbai, it doesn’t make sense, does it? Geographically, it becomes irrelevant! Automation of emails comes in handy to create an accurate, personalized Customer experience.

3 Provide easy & quick resolution:

Sometimes, technology fails to address emergencies. You might have experienced this while booking a cab or ordering food online. A human intervention is necessary sometimes for a smooth customer journey. Smaller issues can be solved on a self-service platform whereas escalation can be tackled with a phone call or chat. When you get to know what your customer needs, you can predict the kind of queries you may get and accordingly, you can design your customer experience.

4 Remember your customers:

You should make sure that you remember your customers for a quick resolution because respecting the customers’ time is the most important thing for a good customer experience. Also, if you are not the first industry providing them the service, learn what faults made the customers frustrated so that you do not repeat the same. The customer is already in a troubled mood because of a faulty service/product. Imagine if they have to repeat themselves again and again, they will lose confidence in your company thinking that you are negligent.

5 Be careful with social media:

This is the era of social media. So if you come across any unanswered questions or comments make sure to keep your solutions ready. Your crucial customers most probably will be following you and you don’t want to lose them, right?