Customer satisfaction is what separates an average business from a brilliant business. Cultivating this excellent quality means more than doing a good job.
A customer experience program is how you take a pattern and turn it into usable data. Failing to do this can cost you valuable information that will propel your business into a success. If you haven’t created a customer experience program before, read on.
We’re going to map out the five basic steps that go into creating a customer experience program.
Why Do You Need to Establish a Customer Experience Program?
Let’s start off with this guide on what makes a customer experience program so necessary. You may be surprised by all the useful information you already have!
Did you know at least 40% of customers will search for another business after a bad experience? The function of a good customer service experience is to inspire your primary audience to come back again. Common reasons customers will seek out different businesses include details such as:
- Rude support desk
- Inaccurate product
- Faulty product
- Wrong pricing
- Delayed shipment (without prior expectation management)
Five Tips for an Exceptional Program
An exceptional customer experience program shouldn’t be too foreign to your business practices. It’s more than likely you have one or two of these steps already!
Number One: Map the Customer’s Journey
The customer’s buying journey is an art form mastered by marketers, business owners, and salespeople. Stepping into their shoes is essential for completing this number one step on our list.
Where does your customer first go when they have a problem? How do they go about solving this problem and where? This is how you map out the customer’s journey from awareness to consideration to decision.
You don’t have to complete this step alone. Consider asking past customers for their feedback on their buyer’s journey with a survey or an email. This valuable information will clue you into any areas you might’ve missed.
Number Two: Increase Company Engagement Across the Board
It’s important to remember that the customer’s experience affects everyone in the company. While a marketer or salesperson might deal with them more directly, your entire business is involved.
Your company engagement plan should have important elements such as:
- Executive buy-in
- Vision boards
- White papers
- Case studies
When everyone is involved, multiple skills will be combined for a better outcome.
Number Three: Establish Digital Customer Experience Know-How
Digital customer experience is the way of the future. While call centers are still highly important, more people these days prefer email or chatbots.
If your business is behind on digital customer experience, it’s time to catch up. Forbes revealed a staggering 87% of surveyed business leaders stated customer experience to be their growth focus. From cash flow to employee morale, focusing on the well-being of your customers will solve several of your business problems.
Consider reaching out to your customers and seeing which digital experience they prefer. Assess your competition to see how they’re excelling in addressing digital customer service needs.
How does a company improve its customer experience? It all starts with using modern tools. We at Visaya provide IT solutions, call center resources and strategies for today’s businesses.
Number Four: Use the Right Kind of Data
You can’t respond to your customers’ needs without data. Moreover, you need the right kind of data. A customer who states they like your product is still not providing you with essential details like why or where.
It’s imperative you analyze customer feedback on a regular basis. This can be every few weeks or every few months depending on your organization’s needs. Helpful analytical tools you can start using today include:
- Text analysis programs
Number Five: Employ Technology to Transform Data into Actions
When it comes to customer service, you don’t have to do all the heavy lifting yourself. You’ll save yourself a lot of time by using technology to transform your data into actionable steps.
Analytical tools are designed to take vital information about your customers and help you make more informed decisions. These tools can pick up on customer sentiments in social media or inform you of bounce rates on your website. If you have a need, there’s an analytical tool ready to meet it.
Even a simple spreadsheet can help you organize information and view it more objectively. You can put these spreadsheets in a cloud-based platform so they can be viewed by the entire team and updated periodically.
A customer experience program empowers you to make better decisions. If you don’t track your customer’s behavior, you lack the insight needed to provide solutions to their problems.
The 5 easy steps to creating a customer experience program are:
- Mapping out the buyer journey of your customers
- Increasing company engagement for your entire business
- Improving digital customer experience knowledge
- Using the right kind of data at the right time
- Employing technology to turn data into actionable steps
Do you worry about customer retention? Contact us today to improve customer engagement, implement call center solutions, and more.