Did you know that 54% of U.S. consumers believe that companies need to improve their customer experience? Furthermore, 59% will abandon a brand if they’ve had several bad experiences, even if they love the product or service.
The difference between a good and bad customer experience could be costing you half of your patrons. Even one misstep could lead customers to ditch your brand.
So, how do you master the tricky art of customer experience management? And is it really all that different from customer service?
We’re here to break it down for you. Keep reading below to learn four ways you can enhance your business’s customer experience.
1. Understand the Difference between Customer Experience and Customer Service
Before you can really build your brand’s customer experience, you have to understand how it differs from customer service. While the two are very similar, customer service often refers to a single interaction between a brand and a customer.
So, then what is customer experience? The customer experience encompasses more—from targeted branding to loyalty programs to customer assistance speed. The customer experience is all about creating a happy long-term customer through all of the interactions between a brand and its customer.
2. Keep It Consistent
It can be hard to create a well-rounded customer experience if your team is inconsistent in its approach. One of the best ways to prevent fractures is by holding company-wide classes, such as the ones at www.theleansixsigmacompany.us.
These courses will ensure that your team is providing the same quality of service, no matter their department or position. A customer experience specialist is skilled in helping brands seamlessly integrate good customer experience strategies and practices into their work.
3. Build Customer Profiles
How can you know what your customer wants if you don’t know anything about them? When strengthening your customer experience management skills, it’s critical to understand your customers inside and out. Customer profiles give you a clear idea of what to promote and what to avoid, depending on your target demographic.
These profiles will give your staff a better idea of who they’re working with and how to approach one-on-one interactions. It also gives you insight into how to curate the best digital customer experience and which marketing tactics will be most effective.
4. Humanize Your Brand
Sure, chatbots can help answer FAQs, but consumers are looking for more human-like connections with brands. Think about successful small businesses on websites like Etsy, for example. Many of these stores make handmade goods and add personal touches, such as handwritten thank-you notes or extra goodies.
Of course, larger businesses can’t always manage such time-intensive strategies. However, there are definitely ways to connect with your consumers and give them a more personalized experience. Social media has allowed brands to run polls, surveys, showcase their employees, and more.
Strengthen Your Customer Experience Management Skills
It’s hard to appeal to customers, and it’s often a matter of trial and error. However, you have to become skilled in customer experience management if you want to see your business thrive these days. With the tips above, you’ll have no trouble taking that next step!
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