One bad experience is all it takes for a loyal customer to jump ship. Providing exceptional service to your consumers is vital to the success of your business or organization. So don't overlook the power of going above and beyond to make sure your customers are happy and their needs are met. You want to create lifelong loyal consumers to your brand, right? Wellthats going to take much more than the bare minimum of exchanging goods or services for cash. Here's our definitive list of the 6 best tips to take your CX game to the next level.
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1. Anticipate the Consumers Needs
Have you ever walked into a busy supermarket or restaurant and immediately felt lost? You never want your customers to feel this way when navigating your business or website. AI assistants have been growing in popularity for a while now. They are an excellent tool to help direct customers directly into the sales funnel. Develop an AI assistant to pop up on a users screen when they navigate to your website. You can have them say something like, " Hi and welcome to (name of your site)! What can I help you with today?" Or, 'Hi I'm Jane your personal assistant, what questions can I answer for your?" Essentially, you just want to make sure your anticipating what your customer needs and aren't making them work too hard to find it.
2. Go Mobile
If you haven't jumped on this band wagon you might be living under a rock. Sorry folks, sometimes the truth hurts. It is absolutely essential in 2018 that your consumers be able to easily reach you through a mobile app, social media platform, or at least a mobile version of your website. Many of us don't have desktop computers anymore and rely heavily on our smart phones for many of our daily tasks. You could potentially miss a huge pool of potential consumers if you don't have a mobile presence. So if at all possible, invest some budget dollars into having a simple easy to use app for your business. If this isn't in the cards, at least hire a web designer to optimize your website for mobile devices.
3. Create A Seamless Experience
Don't make the mistake of making your customer do the leg work. They shouldn't have to work to give you their money. If you make the process of purchasing your goods confusing or clunky, expect to lose sales. You want to make the experience as seamless, intuitive, and painless as possible. Don't put any unnecessary barriers in the way of the consumer and ultimately, the sale.
4. Sincerity Goes A Long Way
You can tell when someone is being inauthentic right? Well your customers are smart and so can they. People want to feel like they are having an authentic interaction withsomeone who genuinely cares about them and their needs. No one likes feeling like they are being herded through the sales funnel like cattle. So take the time to genuinely interact with each and every person that comes into your office or establishment. If you can establish a connection with a person you're that much closer to making a sale. Sometimes this is all it takes to create a great experience for someone.
5. Be Truthful
Repeat after me: never make promises you can't keep. If a customer asks you for something and you don't carry it or don't offer it, never say that you do just to appease that customer. It can be easy to fall into the trap of wanting to just be a people pleaser, but this will hurt your reputation in the long run. If you fail to deliver on a commitment you made to a customer, you better believe they're going to post all over social media about it. Instead, tell the customer you don't carry the product and help them figure out another solution. Better yet, do some research while the customer is still with you and figure out if it's something you can special order for them.
6. Use Data To Inform Your Strategy
If one of your customers complains that your website is hard to navigate, chances are there are numerous other customers who had the same problem but didn't speak up. Your CX strategy needs to be constantly tweaked and improved based on data and feedback from consumers. So take everyopportunity to encourage your customers to provide brutally honest feedback based on their experience. Additionally, this is an excellent opportunity to put the good ole' fashioned A/B test to work. Use data to get into the heads of your customers and find out what works and what doesn't.
So there ya have it. Great customer experiences don't have to be complex, it's actually a very simple formula. Just make sure you follow these six tips and you'll be swimming in happy loyal customers
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