You said increased revenues; we hear improved customer experience. Yes, you read that right!
One of the top business goals, and probably the toughest one, is to maintain a stable and positive customer experience (CX). If your business fails to provide quality service, it is going to cost you a lot, from decreased sales to decreased revenues.
And we are sure you wouldn't want your business to falter just because of the inability to provide better and the lack of a customer experience strategy framework. But hey, don't worry, as today's blog post is all about enhancing customer satisfaction.
So sit back, relax, get your popcorn, and keep reading the post right till the end as we streamline the guide to gain better customer contentment.
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What Is Customer Experience Strategy?
Customer experience or CX strategy is nothing but an action plan that can improve your business's overall customer satisfaction rate.
The action plan contains intuitive methodologies, ensuring you retain your customers and provide an enhanced customer experience. It helps your business to have a positive impact across all your touchpoints between your brand and clients.
Now that we know what a CX strategy is, let's find out why it is important for your business.
Why Is Customer Experience Strategy Important?
Serving your clients with quality service is extremely crucial. According to a recent study by Zendesk, 66% of B2B leads terminate doing business with other companies just because of unsatisfactory customer experience.
Again, another study from PWC says that 32% of old and new clients decline a brand just after facing one negative experience, even after having a bucket full of previous positive experiences.
So, this is actually enough for you to understand that your business actually stands at point zero if you aren't providing quality experience to your clients. Let's head to the following section to know about some of the elements that can accelerate better customer service.
Factors To Improve Customer Experience
CX's strategy isn't only about meeting customers' expectations. It is a broad spectrum that ensures that your clients are getting the best possible products and interaction. The following mentions some of the crucial factors that you need to consider in order to improve customer service.
- Knowing and noting customer expectations
- Faster response
- Meaningful follow-ups
- Showing empathy to the needs of customers.
- Acknowledging mistakes and handling them promptly.
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Best Examples Of Customer Experience Strategy
#Example 1: Uber
Strategy: Get Detailed Feedback From Clients
Uber, the popular ridesharing app, often invests in things that can help them understand every pain point of their clients. They offer a built-in feedback feature in their app that allows them to instantly identify their flaws and work on them.
From availability issues to payment management and higher customer waiting issues, Uber ensured they were solving each of them.
With their fine feedback-taking strategy, they gained over 93 million active monthly users, which is revolutionary in every way. Strategies like offering different pricing plans and easy payment methods can also help businesses provide their customers with the best value deal.
#Example 3: Farfetch
Strategy: Give Priority to Customer Preferences
Again, Farfetch uses technologies that allow it to easily get access to customers' previous history and preferences.
This streamlines the customer's shopping experience and shows relevant data and products to potential clients. Prioritizing customers' needs accurately helps them gain clients who buy their product repeatedly without any trials.
Strategies like providing a demo before your client purchases can also play a significant role in motivating them to buy from your brand.
#Example 3: Paypal
Strategy: Utilize The Insightful Data And Ensure Faster Response
Paypal arranges internal research and often implements new tactics and guidelines to ensure they are providing faster service to their clients.
Not only this, but they invest in building an entire review team that works on analyzing security data, transaction data, user-friendliness data, support team's response status, etc., so that each of their departments has a consistent performance status.
Smart investments like engaging conferences can also help you motivate your target clients and market.
#Example 4: Gucci
Strategy: Connect With Customers Via Social Media
The Covid times had greatly hampered Gucci. But they were reluctant to decrease sales.
And since most of the customers in this digital era are tech-savvy, they utilized this strategy and started serving their clients from potential online channels. They hired online advisors moderators who would assist the clients in real-time.
They started serving their premium services online and became legendary in the e-commerce world as well.
With this strategy, they ensured that their customers could conveniently shop from them even while staying in their homes. The strategy allowed Gucci to get a staggering record revenue of €9731 million in 2021.
Tips to Optimize Customer Experience Strategy
- Be responsive and proactive when solving your client's problems.
- Know what your competitors are doing and how their content is making an impact on clients, research the marketplace, and outline your missions.
- Ensure your products are simple and easy to purchase with interactive manuals. Self-directed Services like IVR are also greatly admired for improving customer experience.
- Remember to personalize your brand as much as you can. The more unique your product will be, the better it will perform in the long run.
- Arrange routined team training so that agents can improve their way of serving clients with the day-to-day changes in trends.
- Plan a workflow to maximize the efficiency of your management. This is because if you have a disciplined workflow, serving your clients will eventually turn out better.
- Ensure continuous monitoring of performance in each of your departments. If, in any case, any of your business departments have reduced growth, try identifying the loopholes in it.
This is because, be it the sales department or the support, if any of them fail to serve with quality performance, it can degrade the customer experience as well.
- Ensure that regular campaigns are made so that your targeted customers are aware of your brand.
Final Words: The Best Examples Of Customer Experience Strategy
So, there you have it all on: the best examples of customer experience strategy.
We hope today's blog post has provided you with enough context and that you now have a better understanding of how to improve your customer experience. Don't forget to let us know your thoughts on how you liked our today's content! Sayonara!
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