In this article you will find out…
- Why it is important to create a good customer experience
- What you should think about to create a good customer experience
A good customer experience exceeds expectations
Creating a great customer experience involves more than just providing excellent customer service. It is about creating a pleasant environment for the customer throughout the entire business journey and meeting, and preferably exceeding, the customer's expectations. You as a company must also think about attracting new customers while continuing to appeal to the existing ones. In this way you increase customer loyalty against your company.
Companies compete for the best customer experience
Today, it is not only about being able to offer the best product or service, but customers also compare companies based on the experience they offer. A really good customer experience could make a customer choose your particular company over another with a similar concept.
It is difficult but rewarding to offer a good customer experience
A company that manages to offer a good customer experience often has both happier customers and employees, which can also be financially profitable. For that reason, many companies focus on offering a good customer experience, but even so, the percentage that fails is very high.
5 simple but useful tips to improve the customer experience at your company!
Create a comfortable customer experience
First of all, it is important that everything the customer comes into contact with is simple and easy to understand. It must be easy to, for example, navigate a website, make a payment or return an item, because if something is difficult to understand or complicated, there is a risk that the customer will turn elsewhere. All elements that are part of the customer experience must therefore be comfortable in order to make the customer retain interest in your particular company.
Make the customer experience personal
As society becomes more and more digitized, personal interaction also becomes more important. Customers want to interact with other people and a personalized brand can improve the customer experience. It creates trust and gives the impression that you really care about the customer on an individual level. According to a study conducted by the Harvard Business Review, it is possible to measure and target the emotions that drive customer behavior. Since emotions shape the attitudes that lead to decisions, it can also be profitable to create a personalized customer experience.
A customer experience can also be personal even though it is a single occasion. With our interaction-based customer survey can you find out exactly what the customer thought about a specific interaction, such as a purchase, completed project, etc.
Design customer experience goals
In order to offer a good customer experience at your company, it is important to design and work towards clear goals, both large and small. In order to succeed in this, you need to have a clear vision of how you want the company to be and know what to do to achieve it. It is about having an understanding of how things are done at the company, so that you know how to adapt them to the customer's needs. However, be careful not to overpromise as unmet expectations can result in a poor customer experience.
Collaborate to improve the customer experience
Although many companies are well aware that a good customer experience is the key to success, a large percentage of them fail to provide one. It is important to remember that it is not only the employee or department that comes into direct contact with the customer that is responsible for the customer experience. It's about the company as a whole and everyone has to work together to create the best possible experience. All employees must also know what customer experience the company wants to offer so that they can work based on it. It obviously gets complicated when so many people are involved, but the key to success is internal communication.
A company that works very actively with customer surveys and creating a good customer experience is Com Hem. Here you can download their customer case to see how they do it!
Follow up to develop the customer experience
Things are constantly changing in the company and in the market, which of course can affect the customer experience. It is therefore extremely important to continuously follow up and find out what the customer thinks. A helpful tool for measuring customer satisfaction can be, for example NPS. Don't forget to also ask employees about the customer experience you offer, as it can be useful to find out what their attitude is and if they have any ideas on how the experience could be improved. All this can be done with the help of one Customer Experience Program.
Offer the best possible customer experience
So there are many factors that are important to create a good customer experience and everyone in the company needs to work together to deliver excellent results. With the help of these tips, we hope that you and your company can offer the best possible customer experience!
