Unhappy customers can harm your brand. What’s one of the most common things an unhappy customer mentions in an online product review? Their user experience.
A recent Forbes article, Digital Transformation Trends for 2017 talks about the growing importance of the user experiences. Because the fact is, cranky customers can – and do – have a big impact on your success.
Disappointed people often freely express their dissatisfaction with the difficulties they have faced to get whatever they purchased up and running – whether it is a simple toaster or a sophisticated piece of electronics.
These days we expect everything to be easy. And, that extends to our work lives. Business processes that are painful or worse yet, senseless, get users (customers and employees) frustrated and in a mood to vent…
The danger is that feeling “cranky” is sometimes enough reason for them to stop working with you altogether.
It is no wonder the author of the aforementioned Forbes article listed customer experience (including employees) as the ultimate goal when it comes to digital bliss.
“Every touch point matters, and those leading the transformation should constantly be asking how are we removing friction and enhancing every experience…”
With this in mind, we would like to share with you four ideas on how you can easily boost your own Customer Experience (CX) through the use of technology.
- Create a customer-first digital vision (that is actually customer-first, not just pretending to be). Plan your business vision and goals around the customer, not your products and services. When you’ve created it, test it on an unbiased person who can give you an honest appraisal of whether it really is customer first.
- Think about ways you can introduce self-service into your customer service and support offering. It’s a great way to pre-empt problems. It could be a simple as making helpful support articles and FAQs prominent on your website, or you might decide that connecting customers with each in a digital community is a great way to capture tribal knowledge and encourage peer support.
- Become at one with your business data. If you can do it, you can measure it. The advantages of gaining greater visibility into business operations are boundless, including understanding your customers better and keeping them smiling, and having the ability to measure your own success.
- Provide consistent customer experience no matter how customers interact with you. Decide what that looks like for you, and what technology you need to make it happen. Maybe that’s a commitment to responding to customer on all channels. Maybe it means switching out manual processes for digital ones to offer accuracy and time guarantees and make dealing with your brand refreshingly easy.
Whatever you do, don’t miss the opportunity to become the champion of change in your company through reassessing your business processes’ ‘customer delight factors.
Gartner Research has found that by the end of 2017, 89% of companies expect their customer experience to be their primary differentiator. This includes the process interactions between teams and internal departments.