Welcome to the business world today where essence of old times is preserved with use of modern technology and strategies.
In olden times, business highlighted the customer experience as their core strategies for development on mutual terms.
Moreover, the business in the rural regiment were based on dealing with the people near them and people they knew.
This type of market resulted in people being more concerned towards customer satisfaction and proper service.
The origin of this strategy is not new, but it is certainly significant more than ever.
A business cannot exist without its customer.
That is undeniable fact when our business is driven on their needs and satisfaction.
Every business has customer who influence their product or service that they manufacture and distribute.
Even if the other criteria of business are average but the customer likes your product that means your product is not average to begin with.
Main source of a successful company and its product is the customer’s behavior and reaction to your service and product.
Brand image and product’s quality is determined by customer no matter how much extraordinary or common the brand’s performance is actually.
In fact, a study by Oracle found that 74% of senior executives believe that customer experience impacts the willingness of a customer to be a loyal advocate.
If you want your customers to stay loyal, you must invest in their experience!
Keeping these facts in mind, you can develop an excellent Customer Experience Strategy through these ways.
Create a clear vision
Whenever you introduce a new idea to your loyal customers or new customer, you must acknowledge your vision that you can maintain.
Customers are the reflection of your service and product.
So, you want to have a clear customer-focused vision.
That vision must be permanent even if the product or the service changes.
This creates an unhinged and unambiguous base of customers.
To start, you can brainstorm set of statements as your guiding principles.
For example, you have heard of apple, whenever a customer has to go visit an Apple Store to get a repair done, they get an appointment to ensure complete satisfaction by an Apple Genius.
So much so, they have a secret handbook for their customer support professionals, called the Genius Training Student Workbook.
This creates a loyal bases of customers who believe in Apple.
They are ensured by apple that even if their product is damaged or stops working, Apple will fix it.
Apple’s employees and customers both have mutual agreement on this basis for long term service.
Understanding your customer
If you know your family, you know their habits and their interests. Customers are your family and their interests are also yours to follow and cherish.
This may take long time depending upon your experience and dedication.
If you are only starting, then you must first test your product or service to small group of people.
Work your way around their reaction and get their feedback.
Don’t hesitate to change or remove the product or service if they don’t like it.
At the end of the day, it is them who will use it.
If you are already established in the market, then you know your customer.
Not only their interests and habits but their behavior.
You have gained enough knowledge that your customer will try out new things.
Most important fact is to acknowledge that nobody knows better than your customers.
So, even if you fail, then don’t get stuck, they are just reflecting their personal experience with your product.
As long as it aligns with your customer experience vision, experimenting is fine.
Connect with your customer
If your vision for the customer experience is received well by your employees and your customer, you can start to build up your network of loyal customers.
This connection depends upon your vision and values as company.
Whether you have an emotional connection or faithful connection, your service must be consistent and for the customer.
This connection defines your network and your overall image in the eyes of customer.
For instance, when a customer was late on returning a pair of shoes due to her mother passing away.
When Zappos found out what happened, they took care of the return shipping and had a courier pick up the shoes without cost.
But Zappos didn’t stop there. The next day, the customer arrived home to a bouquet of flowers with a note from the Zappos customer service team who sent their condolences.
This type of emotional approach to the customer’s experience and their well being creates a label of loyalty and trust.
A brand which could be trusted is worth much more than the brand which is expensive or even good. Its all about that level of connection.
Capturing Customer Feedback
Customers are the mirror of the organization.
This statement is highly underrated as the existence of any organization depends upon this mindset.
Whenever customers provide feedback, they are just telling you about the experience of the product or service that you own.
You can develop live chat tools or follow up emails to get access to their feedback in real-time.
This feedback acts as your areas of development or areas of expertise depending upon the feedback.
Moreover, you can showcase this response of customers in your products to show that you are truly communicating to them.
This results in development of customer relationship and trust.
Customer expectations are higher than ever and word of mouth travels fast! In today’s world customers are not waiting for anything.
You must be fast to act and give them a shimmer of hope and trust through your product.
Customer service is that area that needs constant nurture and care.
It will dictate the customer’s future in psychological reasoning and emotional attachment.
Its just like Steve Jobs said, “You‘ve got to start with the customer experience and work backwards to the technology.”
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