Many organizations lose sight of the basic things that help build brand loyalty. For example, trying to improve the customer service experience is a simple, yet often overlooked, factor for improving brand loyalty. Customer experience is all about how customers perceive the buying experience.
Companies that focus on delivering great customer experience are able to increase revenues by 17 percent, according to a recent survey by a consultancy firm. A successful customer survey strategy should be effective and even delightful from the customer’s point of view. Here are five proven tactics that can help improve customer experience and engagement.
1. Conduct Regular Surveys
You should ask your customers how their buying experience is by sending them a survey through email. Also, you can post a survey directly on your website or on the social media sites. Consider asking your customers how they like the website design, store layout, product offering, and pricing. Getting to know your customers’ viewpoints will help you improve the customer service experience and make a positive impact on your customers.
2. Help Customers to Make Decisions
According to a study by Forrester, the majority of customers prefer online services such as FAQ, chat integration in the site, and knowledge base. Most of them carry on a research before making a purchase decision. You should make it easy for them to find the required information that will help in making an informed decision. If you improve the customer service experience in this way, you will inevitably see higher satisfaction levels.
3. Create an Omnichannel Customer Experience
Customers want to interact with a company across multiple channels before making a purchase. They want to know the company better before spending money on products or services. Consider creating a strategy that will allow your customers to interact with multiple contact points such as social media, email, website chat support, and phone. Above all, you must make sure that every contact point delivers a positive experience, which will improve the customer service experience overall.
4. Observe Customers
Measuring customers through surveys and using other tools such as Net Promoter Scores (NPS) can help measure customer satisfaction levels. However, they don’t present the real picture regarding customer experience. You need to observe customers in the natural setting to get a more realistic picture of how to improve the customer service experience.
5. Impress the Emotions
You need to focus on creating an emotional appeal. Most customers tend to select brands that resemble their lifestyle. In the majority of cases, customer shopping has an emotional component that influences purchase decisions. That’s why you should focus on customizing the customer journey around the emotional component that will improve the customer service experience.
Above all, you need to make sure that you hire trained customer service personnel including live chat agents. Make sure that customer service representatives are empathetic and committed to customer satisfaction. Ultimately, the customer experience is based on how satisfied customers are when interacting with the company through multiple contact points.