You shouldn’t just treat each customer of your business as a one-off transaction; you should treat them as a potential relationship you could foster for the long haul.
You can focus intensely on the customer experience (CX). The more satisfied your customers are, the more inclined they could be to keep buying from your business. Here are a few reliable strategies for strengthening your company’s CX offering.
7 Crucial Ways to Improve Customer Experience
Here are a few reliable strategies for strengthening your company’s CX offering.
1. Learn more about your customers
Without a solid insight into what your customers want or need, you could struggle to establish what kind of products you should offer or content you should provide. So, start by understanding your customers and their pain points. Some standard tools and parameters help businesses understand what their customers are looking for.
Holding surveys with customers is one obvious way to find out more about them, but be careful not to overlook the worth of tapping into such onsite analytics tools as Google Analytics.
Here are a few things you can do to understand your position better –
- Run Customer Satisfaction surveys
- Check out net promoter scores
- Understand customer effort scores
With these assessments, you get targeted feedback from your customers. They tell you about your business’s good and not-so-good aspects.
You can think beyond. Run usability testing on your products on digital platforms. Analyze online reviews and ratings and discover where the business needs something.
It’s more about experimenting and implementing solutions than just a one-off effort that floods your business account with money.
2. Build Personalized Customer Experiences
Personalization and targeted marketing give your business a competitive advantage. Start by personalizing your product recommendations, business communication messages, and other B2C interactions to give your customers a sense of familiarity. They must know you recognize them and understand their need, want, and love.
This could be a push notification, email marketing, and through better local SEO. Personalized content marketing helps your business leave a lasting impression in your customers’ minds.
Small businesses can hardly afford a marketing team. But you can do it with one employee or two on a smaller scale.
Start by creating a buyer’s persona. Use the free tool by Hubspot to visualize who your customers are.
Look out for customer feedback and requests on your various social channels. Even if it’s a small bakery storefront, LISTEN to what your customers say while leaving with a parcel of bread loaf.
3. Audit Your Customer Experience
Once in a while, your marketing strategy and content placement need to be checked for accuracy. That’s where you start by auditing your customer experiment.
Once you take stock of the entire CX strategy in place, you can pinpoint what among your marketing and content is working and what’s not.
Through a CX audit, businesses can also look at where the customers have discovered the business. Try to understand why your customers choose to buy from you. It’ll be great if you look at the customer service interactions and the delivery process. Do it correctly to complete your
If you do it correctly, you’ll have customer insights and data. You can use this data to reduce the friction points of your customers trying to buy from you. In addition, it helps your business develop fresh sets of content and optimize old ones for better performance.
4. Add Fresh Content and Refresh Old Ones
You might not give many customers enough reason to stick around if your online store consists of little more than a product storefront.
However, when you post a steady stream of blog articles to your website, you can help keep its visitors intrigued by your brand. According to research cited by CustomerThink, companies that blog attract 67% more traffic than those that don’t.
If you already have content on your business website, try updating them. Check your months-old article and update it with new information.
5. Go Big on Video Content
One simple reason is that it is immersive — and, besides, 43% of online users have expressed an interest in seeing more videos from brands they like.If you need more video ideas, you could fashion some from existing blog articles. Imagine, for example, how much easier it could be to learn a swimming technique if it is shown on video rather than just explained in text and static imagery.
6. Choose Relevant Content over Random Posts
Looking back at the example of the video teaching a swimming technique, this content should naturally be placed on the website of a company selling swimming gear rather than, say, smartphones.
You need to ensure the marketing content meets the needs of its site’s visitors.
Provide your customers with various means of contacting you
Of course, you might already be in the habit of interacting with customers via phone, email, or a live chat on your company’s website.However, by turning to a telecoms firm like Gamma, you could build a customer contact center that would allow customers to reach you through a webchat or social media. That way, it would be easier for customers to contact you in a way they would especially prefer.
7. Employee Training for Quick Customer Response and Enquiry
Naturally, the right technology can help your workers to do this. However, those people still need to know how to use that technology effectively.
You could arrange to meet your support team monthly so that you can answer any questions they have about how to improve their handling of customer inquiries.
Final Words
There’s more to improving your customer experience to get better sales and customer feedback. But once you start with the points we have gathered here, you will have an overall sense of what to improve, why, and how.
As you start scaling your business, you can opt for cloud technologies to maximize operational efficiencies. Use different innovative tech solutions ( at your business level) to operate faster and provide a better customer experience to your customer.
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