Leadership Visibility
Senior leaders in any company such as CEOs and CFOs have to lead by example and publicly demonstrate that customer experience is one of the top priorities for their organization. Some of the actions a company can take include having a customer experience manager that reports to the CEO directly for providing support and focus.
Using Significant Metrics
There is an adage that says, if you cannot measure it, you cannot manage it. There are many kinds of metrics such as win rates, on-time deliveries, turnover figures, and employee satisfaction indicators. Two of the key metrics needed to judge customer experience include NPS or Net Promoter Score and CES or Customer Effort Score.
NPS seeks feedback from the customers while CES is a measure of the customer perspective. The metrics to be selected for customer experience are not one-size-fits-all kinds of solutions. Newer methods for measuring loyalty will be developed thereby allowing various companies to develop metrics that can identify the root causes for an issue and opportunities.
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Understand the Customer
You don’t want to jump into a new collaboration without knowing your customer’s market, target audience, competitors and goals first. This is what marketers must do to meet or exceed customers’ expectations.
Prospects are always looking for companies that have a good understanding of their niche, business, and their particular requirements. They are always expecting the businesses to understand them better and be proactive in delivering their solutions. Companies having access to the customer views and can process the available data concisely and clearly, can differentiate them.
Offer the Best Products or Services Available
Nothing sells your products more than the quality of the products. The same applies to services as well. The reason you have customers in the first place is the product you sell or the service you render. What you are offering should be the best they can get. Your customers should get the best deal, buying from you or paying for your services. Nobody is saying, ‘sell at the least price’.
Design the Customer Experience
Being customer centric can do wonders for your company. The details about customer experience can be found out in customer journey mapping by using the company process. It is a terrific method for identifying the probable pain points. Once you know their pain points, you should implement the pain funnel if you want to skyrocket your sales.
This whole process provides a great opportunity to review the whole process and it details the crucial insight about customer wait time, requests for several kinds of info, and many requests for the same info. Collectively the management team can identify and prioritize various projects for improving and engineering customer experience.
Empowering the Employees
It’s well known that the best employee experience is best customer experience. What does it mean? If you take care of your employees, they will take care of your customers.
One of the more efficient ways of responding to the customer requirements is by empowering the employees with the development of a culture where they are encouraged to resolve the customer requirements and issues without having to seek approval. Empowering the employees to take necessary decisions means quicker response to the customers.
Have a Feedback Loop
Even when you have robust customer data and your employees are empowered, the customer experience may not improve unless the results are going to be shared on an ongoing basis with the company senior management and workers operating at the front. Companies have to learn what is working out and what does not.
They need to have established procedures and policies in place for changing courses if necessary. You should keep optimizing the customer experience. Indeed, this is an ongoing process and not the destination.
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Integrate Your Customers With Your Company’s System
Everyone wants to be recognized. You can apply this natural law to your business’s advantage. Recognize your customers. Beyond recognition, reward them. Let them feel like they are part of your business’ progress because they are. Give your long-standing customers special attention, let your high spending customers have incredible discounts. Reach out to them on their special days and during special holidays.
This means that you should keep a detailed record of your customers. Engage them about developments as early as possible and reward your loyal customers. The bottom line is that they should feel appreciated. They should know that you are happy to have them and you care about them. There is a lot to be gained from this process. Your happy customers will most likely bring in others.
Also, offer extra information about your field to your customers. Educate them about your products or services and more generally about the industry. For instance, if you sell cars, you can give them simple tips about cars. Let your customers see your brand as their go-to for information.
Train the Part of Your team That Relates With Customers
The part of your staff that relates with your customers should be specially trained for the job. These include your marketers, sales managers, customer care unit, receptionists, etc. Every worker should of course be well trained but workers under these categories should be specially trained for their duty. This is because they are usually the first point of contact for your customers.
They should have a good knowledge of the product. They should know about every new development so they would be equipped with information when inquiries come. Also, their communication skills should be worked on constantly to achieve improvement. If they will be communicating with your customers, they should learn to do it well.
Emotional intelligence should also be a strong point for this part of the team. Your workers can not afford to blow the lid off their emotions when customers tender their grievances, even if the customers do so in an impolite manner. All of these should be incorporated in the service training for your workers to improve your customer experience. You can incorporate this into the process of recruitment.
Leverage Customer Experience for Revenue Growth and Propel Your Business
Most CFOs in any company have several responsibilities, however; customer experience management is one of the key areas of an organization. A good customer experience will help your brand succeed. It requires their attention because it is strongly linked to the financial health and revenue-building of a company. They should realize that this for them is a win-win situation.
The amount spent on creating and maintaining a great customer experience is an investment that yields in multiple folds. Happy customers are to a business, an invaluable asset that can transform into larger profit margins and more visibility. Therefore, business owners should create a system that allows them to engage their customers better and more efficiently. The earlier business owners recognize how important their customer experience is to their business, the better.
With Growth Hackers’ customer experience (CX) services, we make sure that the strategies for your new business will be implemented properly and efficiently to leverage Customer Experience for Revenue Growth. We are one of the top digital marketing & growth hacking agencies that can help your business with revenue performance analysis, content marketing, search engine marketing, social media marketing, email marketing, and the likes. Contact us at Growth Hackers if you’re looking forward to growing your business and have that incredible start!
