Keeping the customers happy and satisfied are two factors that make them loyal to a brand. Most people prefer a brand that offers a perfect product or service along with the an exceptional customer experience. Also, sometimes,oftentimes customers are very much satisfied when they get a product or service that exactly matches their needs. Either way, for any business to succeed and earn good ROI, it’s vital to achieve the best customer experience. But, it’s easier said than done.
This is why we have listed out some excellent tips that can help you offer the best customer experience every time.
- Build An Emotional Connection with Customers
Build An Emotional Connection with Customers
One of the best ways to provide top notch customer experience is by connecting with them emotionally. Here’s an example of such an instance. Zappos, once built an emotional connection with the customer. Let us see how. A customer delayed returning a pair of shoes as his mother passed away. When Zappos found it out, they not only made the courier partner to pick it up for free but also sent a bouquet with a note of condolences. It’s almost sure This almost ensured that the person will be stay loyal to them forever as they showed emotional connection are emotionally connected with him.
Collect Customer Feedback in Real Time
How to know whether if you are delivering outstanding customer experience? You do this It is by collecting real time feedback from the customers. Employ live chat tools, SMSs or emails to interact with them in real time and after each conversation, send personalised follow up emails to make them feel special. Also, you can make outbound calls to gather more insightful feedback on your product or service. It helps you understand how well your product and customer service is are received in the market.
Deploy A Quality Framework to Improve Your Team
With the above tip, you’ll come to know customers’ view on the quality of your service. The next step is analyzing those chats and calls to identify if any training is required for your team to provide more satisfactory customer experience. Most companies follow this process of by recording conversations to assess the employees and improve their skills by training, coaching, or e-Learning to give valuable customer experience in future.
Collect Regular Employee Feedback
Typically, companies conduct annual employee surveys to know overall feedback of the team on how actively they worked in growing the organization. But, it’s a yearly process and too many things happen in the gap of 12 months. Hence, you may miss out on some of the greatest ideas during this period. This is why it’s vital to collect employee feedback on a regular basis to unleash newer ideas to achieve the best customer experience. This process can be brought into practice by using social media tools or project management software in the company.
Take Action On Shipping
It is a crucial tip for product selling based companies. Shipping the products on time, especially during the holiday and festive season is imperative. Before putting anything for on sale, ensure that your shipping options are procedure is clear and fast. It helps you offer a better customer experience by not making them wait for too long for their product’s arrival. It also eliminates their need of calling customer support teams to enquire about the delayed parcels.
Conduct Regular Email Campaigns
In today’s digitally advanced world, companies are using the internet at full throttle and competing with each other to attract potential customers. So, it’s important to add email campaigns as a part of your customer experience. When the customers are valued above, then they prioritize your brand over other brands. To achieve this, make sure to send regular emails to greet them, follow up with them, and make them visit you to resolve their concerns or queries.
Engage With Customers on Social Media
Social media is a great platform to engage with the customers. When the companies actively interact with the audience, it’s more likely that their customers will like the product or service. It allows businesses to build cordial relationships with the users and consequently they get be satisfied with their customer experience.
Companies that offer great customer experiences will definitely get a huge number of customer referrals and noticeable word of mouth publicity free of cost. It results in more greater customer retention and growth in ROI. So, once you employ and follow through the above mentioned steps, you can provide high quality customer experience every time.
Author Bio: Jafar Sadhik
He is a digital marketer with nearly 4 years of hands on experience in different verticals of the domain. Currently, works at a customer success management SaaS tool providing company, SmartKarrot. He is a bike junkie and a great admirer of Agatha Christie. You can reach out to him on LinkedIn or Twitter.