Give your customers the experience they deserve

While customer experience (CX) is considered the new silver lining, many companies are still struggling to understand what customers want and how to deliver valuable experiences on a grand scale. Unless you can narrow the gap, your relationship with the customer will continue to crumble.

To gain their trust, brands need to constantly talk to their customers, rather than just talk to them. It means being flexible, meeting needs, and proactively delivering personalized experiences across all channels. If you don’t understand this fact, you put more and more pressure on customers. But do it right, so you deserve the right to have another conversation and expand your relationship.

The question is: how do you do this directly for each customer?

If you’re looking for answers, join Andrew LeClair, Senior Product Marketing Manager at Pegasystems, during an on-demand training session at MarTech.

In this briefing, LeClair shares the five critical components of a CX in real-time:

1. Customers feel cared for.

2. Adapt to changing needs.

3. Provide relevant information.

4. Adapted to the current situation.

5. Consistent and connected across all channels.

Based on a survey of over 3,000 consumers, these five components are needed to deliver brands that their customers really deserve. Knowing how to act is essential to maintain your competitive advantage, increase your income, and promote long-term loyalty.

5 Ways to Give Customers the Love They Deserve

1. Solve your customers’ problems – don’t get prosecuted!

As a customer, it is not pleasant to face a problem and it does not inspire confidence in the company. Solving a customer’s problem is probably the most important step your business needs to take to satisfy customers and tell them “Hello, you can trust us”. By analyzing the types of problems your product or service is causing, you can identify the types of improvements. It is very important to provide solutions that best suit your goals.

How can I do this exactly? Start creating content to help people understand how to be successful with your product or service. Writing an email after purchase, using manuals or a short instructional video can be a quick fix for dissatisfied customers. If the solution needs to be more personalized, keep this line of communication open between you and your customer.

2. Talk about open communication, be accessible!

Do customers prefer email? Composing? Stay on social channels? Customers today use different forms of communication to talk to companies, and you need to be prepared for that. When customers want to ask a question or learn more about their latest blog post, they expect a response.

How can I do this exactly? Offer your customers different ways to contact you. It can be as simple as adding your phone number to your website, mentioning your Facebook in an email signature, or entering your Twitter username in a blog post. While these simple measures are effective, they also create contact with people. This could be a personal reply to a Tweet, a quick response from Facebook, or an instant messaging tool on your website.

3. Recognize your customers and characterize their success with your business.

Social media is your best tool for spreading the happiness of your customers. What’s better if a company contacts you personally after you’ve tweeted about your product or service? Valuing your customers and recognizing their success and interest in your business will show them that you really care. If your product or service has helped them be successful in business or has enabled them to get one step closer to achieving a personal goal, it is the confidence to recognize a positive customer experience.

How can I do this exactly?

Did your customer mention you in a positive tweet? Reply to mentions and tweet those that again indicate your success. If your customers have something good to say about your business, post it in testimonials, on your website, and on social media. Customer success stories are a great way to contribute to a positive brand image. Appearing on a company website allows them to respect customers.

4. Use emails to notify customers during the purchase process.

By providing customers with email support and valuable content, you can ensure your business is always there. A small reminder of your presence at your company can reassure customers and inform them more. Empowering existing and potential customers with educational tips in emails can create a positive experience for them.

How exactly do I do that? Various tricks are used via email to add value to the customer. Send an email with a customer review based on what you learned in the previous approach to recognize your customers. This is an easy way for customers to know what other people are saying about your service and get good recommendations. Another way to use email is to record an index or a call to action that interests the customer and sparks a conversation.

5. be human

Nobody likes to talk to a robot when they are frustrated solving a big problem. Be the source of knowledge your customers want to communicate with and learn from. Make sure every interaction with the customer is warm, welcoming, and warm. It can vary according to the activity, but the most important thing is to provide the user with real, personal, and human interaction.

How exactly do I do that?

 Make sure everyone in your organization communicates with customers on a personal level. Make sure each individual satisfies their customers and contributes as much as possible to their great experience. You also provide real, personal answers at every stage of the customer experience. Let your customers know that there is a real person behind the scenes.

Conclusion:

There are many ways to surprise and satisfy your customers. Ensuring that customers are treated well with meaningful solutions, sincere communication, recognition, helpful emails, and enthusiasm are some of the best practices to make every customer smile. Large companies should focus on creating an enjoyable experience in every interaction with the presentation.

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