The evolution of technology-driven communication has transformed a customer journey in many ways. It has not only become dynamic but also much more unpredictable than ever before. It has forced the organizations to go beyond the traditional mindset and focus on customer experience. Customer service is now about strategic solutions that meet the evolving needs of the digital-savvy consumers.
As the interactions between an organization and customers form the fundamental constituent of the Customer Experience (CX), it is important to ensure that these interactions take place over an appropriate channel. Discussed below are some of the tips that can be used to develop an improvised and impactful customer experience strategy.
Focus on basics
Most organizations today strive to provide impeccable customer experience. However, in a bid to deliver a Wow moment to the customers, they are losing their focus on core issue of helping the customers resolve their simple issues without any hassle.
While it is good to be known as a brand that provides stupendous service, the majority of the customer would like their efforts to be cut down to a minimum to attain a resolution. The following are some of the ways in which the service can be kept simple yet effective:
- Ensuring the customers do not have to go through a long wait
- Not forcing the customers to repeat their issue time and again
- Keeping track of the customers personal and purchase history to optimize the resolution time
- Offering effortless resolutions even for complex issues
- Working sincerely on feedback given by customers
Invest in innovation
Most organizations that are able to navigate the complexities of customer experience are the ones that find an innovative approach to perform even the regular tasks. Innovation is about thinking out-of-the-box to perform a specific activity. In this way, even simple ideas can also add to the process of innovation when provided and cultivated regularly. The success of many big companies is usually attributed to the small innovations they have performed over the years to enhance the overall customer experience.
However, brands must be cautious about imitating the competitors for the sake of innovation. The approach of just copying the trends without devising any innovative strategies can backfire as it may not fit with the brand image. Also, customers would be able to figure out the loopholes easily and could switch over to the competitors.
The amount of trust generated by a brand is all about connecting the promises made by it and its success in keeping those promises. Such a commitment is perceived as an agreement between a company and its customers and represents everything the organization stands for. Such an agreement stems from the communication that defines the firm’s product and services, which have to be unique and consistent to make them worthy of customers’ consideration.
Research shows that these promises have a profound impact on the customers, and in turn, affect the revenue and growth of the firm. High performing companies are the ones that are adept in delivering on their promises and so can create trusted brands.
Have a customer-centric approach
Most companies look to utilize the latest technology to make continuous improvements. They also spend extensively on equipping their contact centers with hi-end tools and yet are not able to meet the customer’s expectations. The most common reason is that they do not put the customer at the heart of their initiatives. While it is important to invest in advanced solutions to make continuous improvements, it must not be made at the cost of overlooking the basic needs of the customers.
For instance, procuring an IVR that uses some cutting-edge technologies to solve customers’ issues could be a worthy idea. However, if the same IVR prevents the customers with unique issues to interact with service representatives, the whole point of having invested in the technology could be dissipated. Hence, it is important to consider the primary requirements of the customers when looking for technology to attain the desired level of service experience.
Also, service centers must have a multi-pronged approach to problem-solving. They would be able to achieve it by mixing and matching these tactics get on top of customer experience innovation.