When it comes down to it, one of the underlying goals for any CX Professional is to enhance the experience that their company provides their customers.
The most successful companies become virtually synonymous with the customer experience itself. Think John Lewis or first direct, to name just two.
But, when it comes to reaching this level of success, what can you do to make a difference?
It’s tempting when faced with a mountain climb to try and reach the top with one gallant move. Instead, make it more manageable (and more achievable), by implementing these actionable tips.
#1 Keep your customers in the loop
If you want to give your customers an effortless experience, it’s important to keep them in the loop every step of the way. Whether it’s letting them know when to expect a delivery, or sending them an update on the progress of their application, by giving them all the information they need before they have to ask for it, you’ll reduce inbound calls and increase satisfaction.
#2 It takes two to tango... It takes two to communicate
There’s nothing more frustrating than receiving a message from a brand and having no way of responding quickly, especially if all the customer wants to do is make a simple change. By using a two-way messaging system, you can turn your communications into an intelligent conversation and increase your efficiency.
#3 Don’t throw away customer insight
There’s no point in asking for feedback unless you’re going to do something about it. Customers want to know that they‘ve been heard. Make sure that you acknowledge your customers’ comments and ideas by taking action, improving your products/services and communicating back any changes you’ve made.
#4 Break the Internet... with your Raving fans
You’ve captured your customers’ thoughts, taken action, and turned their good experience into a great one. Now it’s time to get them to spread the word. By identifying your Raving fans and encouraging them to share their positive views online, you can boost word of mouth referrals and increase retention.
#5 Under pressure... Empower your Employees to Make it Happen
Happy employees = happy customers, so it’s important not to forget employee engagement when looking at your customer journey. Make sure that they’re kept in the loop with company updates and capture their feedback too. You could even go one step further and use a solution like Frontline Engagement to gamify their experience and keep them motivated with inter-team competitions.
If you're interested in more practical tips to improve your customer experience, check out our Infographic:
