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7 Ways to Improve the Customer Experience

Customer experience includes many elements, but it really boils down to what people think of your brand. Each experience plays a role in how people perceive your business. Good and bad experiences are most memorable (and for different reasons), but there are also lots of “okay” experiences. By improving these “fine” interactions, you can help your brand stand out from the competition. 

Below are seven easy ways to improve the customer experience

1. Develop Customer Personas 

Take the time to understand who your customers are and what they expect from your brand. Use demographic and customer data to fill out your personas, and then use these profiles to tailor your marketing messages. 

2. Give Customers Choices 

Customers like having choices, especially when it comes to customer service. Offer your customers different ways to get in touch with you such as text support, social media, live chat, email or phone. Being on multiple channels makes it easy for customers to access support when they need it. 

3. Offer Self-Service Tools 

Self-service tools give customers various ways to help themselves. This takes pressure off your customer service team and offers customers more control over their experience. Examples of self-service tools include FAQs, explainer videos, how-to guides and step-by-step instructions. 

4. Pay Attention to Customer Feedback 

You can gather customer feedback by taking polls and surveys, reading comments and reviews and asking customers directly on social media. Pay attention to consistent issues that your customers are facing and use this feedback to improve your services. 

5. Use a Well-Organized CRM 

A customer relationship management (CRM) tool lets you manage all of your customer interactions and relationships in a single place. This allows you to develop more personalized greetings and responses, pull up customer accounts and implement automated tools for surveys and polls. 

6. Improve Call Center Efficiency 

To gain a competitive edge, improve your call center’s performance. Use analytics, call routing data and interactive voice response to segment customers and improve performance metrics. Also make sure that your customer service team understands the customer lifecycle and can view all customer interactions holistically. 

7. Reward Loyal Customers 

Loyal customers want to be recognized – and they should. Unless you have no competition, people are choosing you over other brands. Show customers that you value their business by rewarding them free content, discounts, coupon codes, how-to guides and more. Referral and reward programs also work well for this purpose. 

These are seven of the best ways to enhance your customer experience. Always remember that humans are emotional, so creating emotional connections is the best way to strengthen bonds and build better customer experiences.