Customer Experience Strategy

As the public becomes more comfortable using technology to make buying decisions, your business must adapt constantly to remain competitive. A customer experience strategy aims at reducing customer effort and improves your sales by making your products and services more attractive. High Customer Effort Means High Costs The price of your products represents only some of the costs your customers pay. Transactional costs also add up. Limiting customer effort reduces those costs and incentivizes more purchases: Omnichannel sales give buyers more convenient ways to complete transactions. Simple pricing strategies make it easy for customers to estimate your product’s value. Good information educates buyers about your brand and offerings. A solid infrastructure supports through the entire product lifecycle. Providing a complete experience is a big task, and your customers are more than willing to give your competitors a chance should you fail. The Insights You Need Data analytical tools help you find your path. Customer Effort Scores (CES) are an increasingly popular metric that describes the overall experience you deliver with your product. ETECH insights provides an advanced set of data capture software that gathers information from customer interactions and evaluates your business’s performance. Analyzing your results often reveals insights about everyday issues. Identifying patterns and problems highlights areas you can change to improve customer experience. Example One: Emotional Intelligence Buyers are emotional creatures. They make their purchasing decisions based on how they feel though many will argue otherwise. Negative reviews from unreasonable people do just as much damage to your reputation as legitimate gripes. Your customer service representatives need to know what indicators to look for and follow procedures when faced with an overly emotional customer. Data captured in calls guides your agents and identifies emotional customers. Example Two: Self-Help Tech-savvy customers are adept at solving their own problems. Use data to predict their behavior and meet expectations: Providing manuals on troubleshooting guides online. Facilitating group discussions about your products or services. Automating returns and exchange processes. Self-help tools relieve the pressures on your customer services representatives and reduce the time your buyers spend frustrated with your product. Example Three: Empower Your Team Your team deals with the public regularly. Staff members already know what the typical concerns are and usually have ideas about how to address them. Data clarifies multiple opinions by providing objective facts. Your staff can get frustrated too. When your reps can’t work, it makes it difficult for them to resolve concerns while your customers wait. As a manager, you need efficient processes in place. Good information provides you the freedom and clarity to: Train and educate your team as experts in your products, business, and processes. Provide the tools they need to engage with customers in an omnichannel sales strategy. Trust staff to handle concerns without management approval. When your team can respond to all but the most extreme complaints, you reduce the time your customer spend waiting on the phone or transferring back and forth between representatives. Concluding remark Reducing effort is the fastest way to improve your customer experience scores and keep your business competitive. Identify the areas you need to work on the most with intuitive analytics from ETECH. Our software pairs data with your customer service personnel to produce a comprehensive analytics tool. This blog was first published on LinkedIn

You don’t need an elaborate strategy to survive the day, but neither do vegetables. Are you a vegetable? Set some broccoli on a plate in your call center and see what happens. Now let’s get serious. You need a customer experience strategy. When market competition heats up, your company must have an edge. A good customer experience strategy is the tool you use to distinguish your brand and carve out your niche. What Is Customer Experience? Customer experience is the complete interaction your buyers have with your company. It includes more than just product or service they buy It is any of the following: Searching for information on your website The quality of your goods over time How a buyer’s peers might comment on your product Your process for resolving complaints Anything that distracts from the enjoyment of your product or service damages the customer experience. While you can’t account for every contingency, you need to take control of as many factors as possible. Functions of a Customer Experience Strategy Your customer experience strategy can’t be just a few gimmicky marketing tools thrown together. A strategy has critical functionality that impacts your entire business: It defines a model for employee conduct and responses to everyday situations Identifies an ideal customer experience as a goal for your staff to work towards Focuses different departments by providing an overarching outcome for your company Good strategies remove unnecessary costs and make your business competitive in an increasingly technology-driven market. Creating a Great Customer Experience Strategy The goal is to create a positive impression with your business and goods. The human mind builds associations, and habits form over time. Use this psychology to establish a powerful connection between your brand and the buyer. Information – Freely educate your customers Easy Transactions – Make it simple to buy your product Fast Response Times – Resolve complaints as soon as possible Humanize – Treat your customers like people Customers want to make their purchases and go about their business. Simplify the things that waste time but do so in such a way that keeps human interactions the focus. Implementing Your Customer Experience Plan After you draft a strategy, you need to implement it. There are some common problems areas where might want to focus: Training – Your staff requires knowledge about your products and policies. Technology – Upgrade your call centers and integrate all sales channels. Trust – Empower your agents to take charge and proactively resolve customer concerns. A plan cannot succeed without clear processes in place. Make sure you have a strategy for each contingency and avoid forcing staff to rely too heavily on manager approvals. Benefiting from Your Customer Experience Strategy If you’ve done the job right, you should see some of these outcomes develop: Long-term relationships with your customers secure a base for your business. Integrated departments unify your company and drive toward a single outcome. Your business keeps pace with technological innovations in a changing market. Customer service representatives become innovative and solve problems organically. The key benefit is the realignment of the focus of your company. The customer’s experience becomes the end goal for your entire staff. So, how’s the broccoli doing? ETECH Insights provides the data you need to define your strategy. Capture live customer service feedback and identify key metrics. Predict customer behavior. Make intelligent decisions. Deliver superior results. This blog was first published on LinkedIn

As the public becomes more comfortable using technology to make buying decisions, your business must adapt constantly to remain competitive. A customer experience strategy aims at reducing customer effort and improves your sales by making your products and services more attractive. High Customer Effort Means High Costs The price of your products represents only some of the costs your customers pay. Transactional costs also add up. Limiting customer effort reduces those costs and incentivizes more purchases: Omnichannel sales give buyers more convenient ways to complete transactions. Simple pricing strategies make it easy for customers to estimate your product’s value. Good information educates buyers about your brand and offerings. A solid infrastructure supports through the entire product lifecycle. Providing a complete experience is a big task, and your customers are more than willing to give your competitors a chance should you fail. The Insights You Need Data analytical tools help you find your path. Customer Effort Scores (CES) are an increasingly popular metric that describes the overall experience you deliver with your product. ETECH insights provides an advanced set of data capture software that gathers information from customer interactions and evaluates your business’s performance. Analyzing your results often reveals insights about everyday issues. Identifying patterns and problems highlights areas you can change to improve customer experience. Example One: Emotional Intelligence Buyers are emotional creatures. They make their purchasing decisions based on how they feel though many will argue otherwise. Negative reviews from unreasonable people do just as much damage to your reputation as legitimate gripes. Your customer service representatives need to know what indicators to look for and follow procedures when faced with an overly emotional customer. Data captured in calls guides your agents and identifies emotional customers. Example Two: Self-Help Tech-savvy customers are adept at solving their own problems. Use data to predict their behavior and meet expectations: Providing manuals on troubleshooting guides online. Facilitating group discussions about your products or services. Automating returns and exchange processes. Self-help tools relieve the pressures on your customer services representatives and reduce the time your buyers spend frustrated with your product. Example Three: Empower Your Team Your team deals with the public regularly. Staff members already know what the typical concerns are and usually have ideas about how to address them. Data clarifies multiple opinions by providing objective facts. Your staff can get frustrated too. When your reps can’t work, it makes it difficult for them to resolve concerns while your customers wait. As a manager, you need efficient processes in place. Good information provides you the freedom and clarity to: Train and educate your team as experts in your products, business, and processes. Provide the tools they need to engage with customers in an omnichannel sales strategy. Trust staff to handle concerns without management approval. When your team can respond to all but the most extreme complaints, you reduce the time your customer spend waiting on the phone or transferring back and forth between representatives. Concluding remark Reducing effort is the fastest way to improve your customer experience scores and keep your business competitive. Identify the areas you need to work on the most with intuitive analytics from ETECH. Our software pairs data with your customer service personnel to produce a comprehensive analytics tool. This blog was first published on LinkedIn