Nowadays, customer experience is a key brand differentiator. In fact, according to Gartner, a great experience can increase profits by 70%. That's why a positive (or negative) CX can lead to the success (or downfall) of your business. Here are some tips to help you improve your strategy and deliver a satisfying customer experience.
Tips to improve your CX
1. Understand your customers
To improve your CX, it's crucial to first understand your customers and their motivations. For this, you need to first define your customer persona based on their demographics, interests, and locations.
It's also critical to understand their pain points so that you can solve their problems beforehand and design a smooth, resolutive and frictionless CX.
2. Provide and omnichannel experience
Consumers use multiple channels to interact with your brand, such as web chat, Facebook Messenger and WhatsApp.
In fact, 76% of shoppers use multiple channels to make a purchase. To improve their experience, you need to deliver an omnichannel and integrated service to them. This means providing the same experience on multiple channels, but also adapting the interactions to the dynamics of each one. By doing this, whenever customers interact with your brand, their experience remains consistent.
Related article: Omnichannel Customer Service: Why is It Important?
3. Be available on their time
The most important thing that you need to do to improve your customer experience is being present for them whenever they might need your assistance. Your goal should be to remain online for them 24/7. You must try to resolve all their queries as quickly as possible and in the best manner possible. This will keep your customers satisfied.
A conversational bot is a great way to accomplish this, since it's available on multiple channels at all times to resolve urgent and frequent issues.
4. Provide a personalized experience
Personalization is the key to offer an empathetic and satisfying experiece. Remember: customers might forget what you did or what you said, but they won't forget how you made them feel.
A personalized experience means understanding their journey to deliver the right message, at the right time and on their preferred channel.
This will have major impact on your revenue as well: the more personalized your service, the greater the chance of customer conversion. Not only because they'll be delighted with the experience, but also because you can offer them exactly what they're looking for. In fact, according to Accenture, 75% of consumers are more likely to buy from a brand when they’re acknowledged, remembered or getrelevant recommendations.
If you'd like to know more about personalization and CX, you can download our free ebook co-created with Zendesk on this matter.
5. Use Analytics
Analytics are crucial for the success of any business. They help you figure out where your business stands and how you can improve your performance. You must keep an eye on your customer satisfaction score, net promoter score, and customer effort score.
Also, you should track how people are engaging with your brand on social media and your website. Based on the data gathered, you can make changes to your strategy to improve customer experience.
Through a conversational bot, for example, you can monitor and analyze their needs and expectations by interacting with them and asking them for feedback afterwards. For instance, our Satisfaction Score reads 100% of the interactions between customers and the company and identifies which content impacts satisfaction the most, whether negatively or positively.
Related article: How to measure customer satisfaction and improve CX
This will help you discover meaningful insights about your customers. You can get answers to:
- What are the most popular questions that your customers ask?
- What are their questions and problems related to?
- Do you need to update your website to give answer to those questions?
Overall, you can use these insights to identify improvement opportunities and deliver better customer experiences.
6. Reward loyal customers
One of the best ways of improving customer experience is by surprising your customers with rewards. You should consider giving rewards to your most loyal customers and appreciate their engagement.
This will deepen their trust in your brand and keep them satisfied. Additionally, it will motivate them to engage with you and also attract others to your brand so that they can win rewards.
Some of the rewards that you can give them are exclulsive offers that aren't provided to all customers or a friendly shoutout by sharing their posts.
Ready to take your experience to the next level?
If you want to apply these tactics as soon as possible, you can schedule a call with one of our representatives to know more about how our end-to-end solutions for Customer Service can help your business.