How to Improve Customer Experience (CX) In 5 Easy Steps
Are you looking for effective ways to improve customer experience? Are you wondering how to keep consumers happy and satisfied, thereby creating a loyal community of happy buyers?
Loyal customers are the reason you have a business. And when you continue to keep them happy and satisfied, you will make more gains. That is because they’re more likely to refer other consumers to your brand.
In other words, they will become brand advocates and help grow your business faster. But you can only achieve that by offering excellent content materials and exceptional products or services that address users’ needs.
What is Customer Experience?
The customer experience (CX) is the ideas and observations of consumers while interacting with your brand. It is the effect of communications between customers and your business that has accumulated throughout the entire buyer journey. That is, from the first touchpoint through the funnel, to becoming a loyal customer.
The interactions could be through:
- Digital products or services
- Company application software, or
- Your business website.
In whatever form of interaction users initiate with your company, what matters is to create CX that meet consumers’ needs and surpass their expectations. That is your key to success!
It is no wonder that over 60% of marketers are investing more to understand users and meet the changes in consumer needs. This marketing tactic will help you improve customer experience.
This step is vital because satisfied customers―users who had positive experiences with your business will convert to loyal buyers. They will always come back to do business with you. That is why, according to a recent survey, CX is the most exciting business opportunity for marketers in 2020.
The more satisfied you make buyers feel about your products or services, the more they’ll keep doing business with you.
Why Improving Customer Experience is Important to Your Business
Consumer satisfaction has a secure connection with business success. Yes, if not for anything, fantastic client support helps to generate more revenue, strengthen brand reputation, and grow your business.
For this, let us consider a few statistics that will inspire you to enhance your client experience:
- 2/3rd of marketers revealed that they’re competing with competitors primarily on the grounds of customer support. That is, according to Groove.
- 70% of consumers will recommend your business after a positive customer experience.
- 67% of buyers cited poor customer experience as the primary reasons for agitation and moving onto another brand.
- 75% of consumers will likely return to a business that offers excellent consumer experience, and 56% of clients will recommend your company to family and friends.
- 83% of customers reveal that if brands could provide users with outstanding customer experience, it will have a positive impact on their decision to switch service providers.
- Consumers who had remarkable previous customer experiences spend 140% more money than those whose past experiences were the poorest.
So as you can see, buyers will always do business with your brand if you make their interests a priority by offering excellent customer experience. Given this, continue to provide added-value throughout the buying circle.
However, note that customer experience is different from customer service.
Customer Experience vs. Customer Service ─ Are They The Same?
Although customer service (CS) and customer experience (CX) sound very similar, they are different. Many use these terms interchangeably due to how related they are.
But as highlighted above, CX involves different components that come down to the user understanding of your brand through communications from the first contact to making a purchase and become a faithful customer.
On the other hand, customer service is a marketing strategy that lets you go beyond keeping consumers excited about your business. This approach involves showing people that you value them as important to your business.
An excellent customer service denotes meeting and exceeding buyer needs. It is the service or assistance you offer to customers before, during, and after they make purchases. These services are known as support for customers
Hence, consumer service focuses on providing continued support to buyers even after making purchases, while customer experience is the relationships users have with your company.
These interactions can occur in different ways, including app usage and website visits. The connections they form from the first interaction with your business to when they make a purchase is customer experience.
5 Proven Ways to Strengthen Customer Experience
Discover practical tips you can apply today to improve customer satisfaction.
1. Understand Your Ideal Customer
Understanding your consumers requires proper research to help you create valuable materials that connect with your audience. When your products or services align with buyers and satisfy their immediate needs, it makes them happy and satisfied.
But to provide products or services that offer solutions to user needs, you must know your target market. That is why knowledge in customer experience is critical to your success. For example, in an event where you have no idea who your ideal buyer is, you cannot possibly define his needs from his wants.
It means that your enterprise will not be able to provide a solution that can solve users’ problems. Therefore, to know your customers, try to figure out how your product or service will make them feel.
When they engage with your brand from the first touchpoint, how would they think? What impression would they have of your company? So you see that knowing your ideal customer will aid you in creating a memorable CX.
2. Establish a Customer Experience Strategy
Now that you know your perfect buyer, the next step is to establish a customer experience strategy for your business. Your CX strategy should include the vital components that will enable you to develop a sustainable CX strategy.
Components of a Customer Experience Strategy
Note: Your CX strategy must flow with your overall business goal. It should focus on developing a positive experience for consumers by making the most of your brands’ products or services. And it should also center around relationship building.
For this, you’ll need the following elements to establish a robust CX strategy:
- Buyer description
- A road map.
- Business accountability outline.
- A customer experience vision (CXV)
- Gap analysis (The comparison of your company’s current performance to your desired outcome)
- Measurable Key performance indicators (KPIs).
Thus, use these components to develop a robust CX strategy.
3. Use Personalization to Improve Customer Experience
Personalization is one of the best ways to make consumers feel valued and appreciated. The effect can go a long way in improving customer satisfaction and generating more leads. In reality, seasoned marketers view personalization as a significant content marketing component. Why?
Because customizing content enables you to sort target markets in groups and address their needs accordingly, it guarantees that you meet user needs and preferences, which will help boost your client base and marketing income.
And when you provide a solution that addresses their needs, you have a happy and satisfied customer. Moreover, since businesses use personalization to communicate particular details according to the audience segment, it will increase engagement and convert more leads into paying customers.
How to Personalize Your Content to Improve Customer Satisfaction
There are several ways for effective personalization. But here are seven proven pointers to keep in mind:
- Analyze your target buyer and leverage the data to create informed customer experience
- Adjust your messages when necessary according to consumer behavior.
- Establish buyer personas.
- Send “thank you” emails to show appreciation.
- Offer gift cards, loyalty points, or vouchers on special occasions.
- Create customized explanatory content with persuasions for individual audience groups.
- Personalize the entire client experience, including past purchase behavior.
Use these tips to strengthen your marketing tactics and improve customer satisfaction.
4. Use Artificial Intelligence (AI) ― Chatbots to Boost Consumer Satisfaction
Chatbots are virtual agents that marketers are using to manage user interactions. These bots have become popular in recent times, and you agree that the use of chatbots is growing steadily.
You can see them all around us, especially on websites and apps. Here’s a sample chatbot from the Optinmonster.
Hence, there are several fascinating benefits of integrating chatbots in your digital marketing strategy. Most prominent is that they are available 24/7—attending to customers and website visitors without distractions.
A happy customer is satisfied with your brand products or services, and will always come back to do business with you. As a result, ensure that you add chatbots to your marketing campaign.
5. Know Your Customer Experience Metrics (CEM)
Customer Experience Metrics are measurable marketing KPIs your business is tracking, which includes consumer data metrics and feedback.
These measurable metrics give you vital pieces of information that let you understand how happy and satisfied consumers are with your products or services and brand in general.
In view of this, some customer experience metrics you should concentrate on includes:
- Net promoter score (NPS): This metric is popular among companies because it reveals the ratio of clients who would recommend your business to friends and those who would not.
- Customer satisfaction score (CSAT): Indeed, the CSAT is a metric that indicates how happy and satisfied your users feel interacting with your enterprise. It is mostly used in client support, but can quickly accommodate other needs of your company.
Also, pay attention to:
- Customer lifetime value
- Consumer effort score
- Client retention rate
If you decline to measure these CX metrics, you will miss valuable data that can help you improve your customer experience.
Wrapping Up How to Improve Customer Experience
Creating compelling CX starts with being clear-sighted and planning out your strategy efficiently. It is about friendly interactions and building relationships with users who have shown interest in your brand.
Follow the steps above, develop a customer journey map, and actively engage in understanding how your products or services are helping buyers. Only then will you see where to make improvements and areas to cut off.