The customer is king. The buying power that customers have these days won’t be compared to the last decades. There was no such competition amongst the brands as it is now. Every day a new brand comes to the market with its own unique competitive advantages. Even if you want to buy a jacket and go to the mall. You may find several brands in a row. You can choose whatever best satisfies you. Moreover, If you are doing business with XYZ company. And if it happens to you to have a bad experience with them, you will start looking for the other businesses of a similar industry.
The market is very saturated and good customer experience is the only way to keep your customers with you. Customer switching is one of the reasons you need to put your great efforts in devising strategies for good CX.
If you are not good at responding to your customers need and unable to make them satisfy then it’s not too late. Here are the ways in which you can improve your customer experience.
1. Incorporate the customer experience vision internally
If you want to see the change then you need to change the things internally first. Later you will see the outcomes. Similarly, to provide good customer experience you need to keep your internal processes in line. Drive the wave of your customer experience vision internally. So, your staff would know what the customer wants and how to respond to their queries.
If you streamline your process then your customers would also feel acknowledged. For example; if your customers are sending queries via email then engage a team to respond to them. When your customers get an instant response then they will feel happy.
2. Best use of technology
As this the modern world where everything is right at one click. The first thing that you can do is to get their feedback. But getting feedback is one thing. There are several other ways in which you can get an advantage over your competitors.
For example; Who wants to leave the comfort of their bed when they have an opportunity to get the thing right on their doorstep by just single click. Start using technology at its best. Give your customers the option to buy online. Social media is the best tool with which you can engage your customers and provide the best user experience.
Moreover, make sure when you plan to put some technology in use, that either your customers want it or not. It has happened for many times that companies invest in technologies and their customers don’t even care about them. So, first, analyze the technology that your gonna put in use that either they satisfy the customers need or not.
3. Acknowledge your customers by giving Rewards
You must acknowledge your existing customers by giving them certain rewards. This is the best way to keep your loyal customers with you. However, the rewards must be same for both the customers i.e. existing and new. But, when you give your loyal customers an edge they gain a sense of acknowledgment and a feel that they are not being taken for granted. So, they will stick to you.
You don’t have to give them something big but a token of appreciation like a discount, gift voucher or any other thing that you think would please them.