7 Key Factors for an Amazing Customer Experience

Customer service is a critical part of any business, but how well you serve your customers depends on many things. To create an amazing customer experience, you must first understand what makes customers happy.

To create a perfect customer experience that excites customers and drives long-term loyalty, businesses need a roadmap that focuses on the interaction customers to have with all their support channels and products or services.

Jeannie Walters, a customer experience expert, notes that in today’s demanding world, buyers expect satisfaction at every step of their journey with your company.

But how do you achieve these expectations? Here are seven key factors that will help you create exceptional customer experiences.

1.     Happy Employees make Happy Customers

There is a link between a satisfied customer and a customer service agent.  If you make your employees feel valued, they are more than willing to delight your customers by creating a great experience at every stage of their interaction.

Building a customer-centric culture is important, but only possible if your frontline employees are happy, satisfied, and empowered to make tough decisions in resolving customers’ complex issues and complaints.

Goals Served

• Reducing employee turnover and hiring costs
• The customer and the employee are both satisfied
• Shortening the time to resolution of complex issues

2.     Listening to Your Customer – Why it is Important?

Listening to your customers’ voices across all channels enables desired outcomes for your customers as well as your business.  It helps you identify what your customers want, so you can design and improve their experience with your business.

Goals Served

• Reduced Customer Churn
• Increased Revenues
• Greater Lifetime Value

3.     Consistent Support

Today, customers use multiple channels, offline and online to connect with businesses, switching from one channel to another, multiple times during their lifetime.  They expect seamlessly focused and consistent service. Give your customer a level of confidence and support when they need it the most.

To cater the consistent support, the time is to implement Omni-channel support which is like dealing with only one person to take care of all your needs.  In turn, it will boost customer loyalty and save time.

Goals Served

• Consistent brand experience
• Ensuring the customer that in-store and online experiences are the same

4.     Can AI Help with Amazing Customer Experience?

AI enhances customer experiences by streamlining the processes and simplifying all tasks required in customer support. In this digital age, companies are adopting AI to provide amazing customer experience, influencing them to return repeatedly.

Goals Served

• Provide personalized search
• Helps in finding the best price for the product or services they need
• Quick answers to questions on all channels.

5.     Do you Serve Customers in their own Language

There are very few companies offering multilingual customer service due to the shortage of non-native speakers and the high cost of hiring, training, and retaining.

On the other hand, it is obvious that customers would be happier dealing with companies in their native language.  There are options available to implement this including outsourcing, multilingual support service, or using online machine translation services.

Goals Served

• Customers from other regions
• Increased number of loyal ambassadors of your product or services

6.     Customer Service Feedback

Customer feedback is important to the growth of the company. Unless the feedback leads to actionable change, it is useless.  Feedback can be obtained by using any of the following methods:

• Emails
• Surveys
• Digital channels

Goals Served

• A better understanding of customers’ needs
• Helps measure the level of customer satisfaction
• Helps in creating the best Customer Experience

7.     Self-Service Options

With the emergence of AI and Chatbots, self-service is growing rapidly. The main objective is to empower your customers to find answers to their queries and resolve most of their issues on their own, which in traditional customer support requires human interaction, comparatively costing more to the company.

Self-service becomes an important part of customer experience being able to speedily resolve without waiting in the queue hence reducing customer frustration.

For companies, self-service portals reduce operational costs as a few live agents are required.

Goals Served

• Highly satisfied customers
• Reduced customer frustration
• Time and cost-efficiency
• Increased efficiency

Conclusion

Amazing Customer experience is one of the biggest differentiators between companies. A company with a positive reputation for delivering excellent customer service will see higher conversion rates, increased sales, and better retention.

An outstanding customer experience is critical to the growth of every business.  If not done right can cost enormously to the business.  A carefully designed customer experience program can besides providing other benefits drive referrals and customer lifetime value. Don’t leave that to chance, work on designing a perfect customer experience program.