Understanding customer experience is important but often challenging. It includes how your customers feel about your brand throughout the buyer’s journey.
Do you know a customer experience is a critical aspect of your business?
The way we deal with our customers plays a vital role in the business’s long-term success. A happy customer promotes your business for you through different mediums, and people are more likely to trust them than your marketing.
What is Customer Experience
The customer experience (CX) is a term used for the processes and activities that customers experience when interacting with a brand, product, or service. In other words, it’s your customer’s perception of their interactions with your brand. Many different factors can influence it, such as your customer’s personal experiences, brand identity, and the quality of your products and services.
Consider it as a customer experience is the missing piece of the jigsaw for many firms, which can’t explain declining profitability, disgruntled customers, or even high staff turnover rates without it. The total of your client’s experiences at each touchpoint is referred to as the customer experience.
What is Customer Experience Management (CEM)?
CX is a part of the larger field of Customer Experience Management (CEM)–a set of processes and approaches that help companies manage customer interactions. Customer experience management is the summation of marketing, sales, customer service, customer relationship management, product delivery, problem management, and quality assurance.
What Is the Difference Between Customer Service and Customer Experience?
Customer service only refers to the part of the interaction where the customer receives advice/support about a product/service, whereas customer experience encompasses the entire customer journey from beginning to end — not just the part where they receive assistance from a team member.
Customer service is merely one aspect of the total customer experience. It is shown by chatting with a live person to obtain advice on purchasing a specific product.
Good customer service is only one part of a positive customer experience. However, many components of the customer experience do not require customer service at all, such as the ability to arrange an appointment using an online scheduling system.
Real-World Examples of Excellent Customer Service
To better appreciate what constitutes a successful customer experience, consider a few real-world examples from various stages of the customer journey:
Misereor, a German organization, uses gamification in its marketing approach to make generating awareness and donations for their cause memorable.
They designed the first-ever interactive poster ad that took credit card payments to assist donors in understanding where their money truly goes. The commercial included digital pictures of a youngster with their hands bound. When a donor swiped their credit card, the image changed to show the child’s hands free from the rope.
Airlines and Automated Callbacks in the Customer Service Phase
Good customer service shows that you value your customers’ time and give them options that put them in control.
Airlines such as JetBlue, United Airlines, and Delta have recently deployed automated customer callbacks to reduce record-breaking hold periods to contact a live representative. Customers will no longer have to wait on the phone until an agent becomes available. Instead, customers may select the optimum time for the airline to contact them.
This results in far more pleasant encounters between consumers and agents while providing customers with flexibility and choice.
Transparency and customer research save Dominos’ reputation during the Customer Feedback Phase.
In reaction to the outpouring of criticism, Domino’s launched their “Pizza Turnaround” campaign, which included a video commercial that highlighted negative customer evaluations and severe focus group comments.
The advertisement also included the firm’s President and leadership reacting to customer evaluations, presenting company history, and outlining the exact measures they took to provide customers a new recipe based on customer comments and concerns.
The advertisement concludes with Domino’s executives traveling unexpectedly to the house of a particularly disgruntled member of a prior focus group. They give her their new pizza, which she enjoys.
The location fully restored their reputation (and likely, the entire company.) Domino’s continues to evaluate consumer input regularly.
Amazon buying experience.
Customers will have a smooth experience – Converting a prospect into a customer is effortless. When customers are looking for a product, they may simply browse several possibilities and read user reviews to help them decide. When it comes time to buy, the consumer does not have to jump through hoops to get the product delivered. It only takes one click.
Simple communication – Dealing with Amazon customer care is never a chore. Unfortunately, this is not the case for the vast majority of enterprises.
Feedback on data – You may have noticed Amazon’s excellent product recommendations that appear when you make a purchase. How does Amazon have such astonishingly precise insights into what people want to buy?
Amazon analyses data from consumers all over the globe to determine what buyers like you are looking for. The firm uses this information to enhance product suggestions and deliver a better customer experience.
We have seen the best example of customer experience. Let’s know the main factors to a bad customer experience.
What Factors Contribute to a Poor Customer Experience?
In most cases, a negative customer experience occurs when a company fails to satisfy a client’s expectations.
The following factors cause poor customer experience:
- Long hold times for support.
- IVR menus that are too long make it impossible to communicate with a “real person.”
- Pricing inconsistency and hidden surcharges.
- Constant urge to buy new or upgrade old items.
- There aren’t enough self-service alternatives, such as online bill pay, self-help databases, forums, etc.
- Inadequate or irrelevant customer service.
- Having to repeat complaints to several customer service representatives.
- A faulty product, particularly one that does not come with a guarantee.
- Poorly designed websites that make it challenging to access product/pricing information.
- A general lack of consumer openness.
- Products/services that are no longer in demand by customers.
- Neglecting customer feedback.
- Inadequately trained employees/agents.
What is Customer Experience Strategy??
Your customer experience strategy is your plan for surpassing consumer expectations at every touchpoint and channel with which they come into contact.
The aim of creating your customer experience is to make it easy and fluid so that you can convert interested prospects into devoted advocates who will not only buy your products and services but also tell their friends and family about them.
Creating a customer experience strategy
Companies that prioritize the customer experience can minimize attrition while increasing revenue. A clear customer experience plan determines how a consumer is made to feel at each customer journey point.
Here are 3 stages to developing a great customer experience plan.
- If you’re launching a new customer experience program, create a customer experience intent statement.
- Use customer surveys to collect data on each of your touchpoints.
- Gather information about your competition. Use internet reviews to better understand some of your rivals’ strengths and flaws, and then use this information to shape your plan.
What is customer experience in automation?
Automation can make your job easier, but when it comes to customer service quality, you need to stay on top of it and monitor the process to understand what is working and what is not.
Good customer experience is a great way to keep your customers coming back and put your brand ahead of the competition.
Along with increasing sales and reducing costs, the ultimate objective of automation is to deliver a great customer experience. Today, businesses focus on providing a seamless customer experience by personalizing their interactions with customers. However, providing a great customer experience can be very difficult if you don’t have the right tools.
Get started with TransData.
Contact TransData if you want to provide a superb customer experience across all of your touchpoints. Our methodology is what allows us to be the most effective in our field.