Customer experience (CX) moves beyond just one transaction from start to finish and instead is the overall perception consumers develop after an encounter – of any kind -with your brand. So, if you want to improve your customer experience, you need to make sure you are offering them your best possible service every time and at every touch point throughout the customer life cycle. Here are some ways to provide convenience to your customers:
Chat support – remove scripted language
Appeal to the human touch through chat and provide real-time immediate communication. There is a lot of chat service available these days that offers seamless communication between customers and your sales representatives with lots of intelligent features.
Multiple social channels – is a must
Your customers do not use the same form of social media, therefore, you need to get in front of your customers where they socialize. Being there on social channels humanizes your brand and customers feel more comfortable communicating over the social channel they prefer.
Add video – we are more visual than ever before
Videos are way more attractive and easily consumable than any other form of marketing content. Add video to your website to display your products/services. Add a how-to video and boost sales.
Consider AI and VR
Artificial intelligence is quickly growing and becoming affordable for small businesses. Virtual reality allows customers to engage with your products/services.
Empowerment – give your employees power
Quickly resolve customer concerns by empowering the 1st line responders with some decision making ability. A happy customer will share their experience which will lead to new customers.
Look ahead of the curve and help your new customers to overstep any issues that might arise on the customer’s journey. Anticipate future needs and analyze trends.
Offer an integrated experience
It’s imperative to offer a smooth, consistent and integrated customer experience across all retail channels whether its brick & mortar, online, mobile or social. Even your after sales team should stay true to the promises you have made before selling.
Deliver the “WOW” factor
Make sure your store deliver the “wow” factor – whether it’s in your merchandising, staff friendliness & knowledge or in-store promotions, you need to offer an in-store experience that will keep them coming back.