Published on August 7th, 2020 | by Sunit Nandi0
3 Surefire Ways to Help Improve the Customer Experience (CX) in 2020
The global figures recorded as loss due to bad customer experience yearly go as high as $62 billion. Yet, you will find that most companies don’t give CX the attention it deserves despite its many benefits. The thing about customer experience is that it starts even before the first customer interaction with your brand, and continues to have effect as long as customers buy from your brand (which might take years if done correctly).
From making your website mobile-friendly to avoiding unnecessary designs like horizontal scrolling, every little detail counts when it comes to customer experience.
Now that you understand the importance of providing amazing customer experience to your customers, let us take you through some can’t-miss tips you can start implementing today for improved CX results.
Collect, Analyze, and React to Customer Feedback on Time
Customer feedback is one of the easiest data types you can utilize to improve your brand’s customer experience. Send a survey and welcome reviews and criticism. That way, you can get closer to your customers by hearing directly from them, and you will also learn about what to improve when it comes to your products or services.
When customers give feedback, they expect you to do something about it. Unfortunately, many businesses choose to ignore the problem, which is bad for the business. Once customer feedback or reviews are collected, you need to analyze each one, categorize them, and act accordingly.
Introduce Customer Loyalty Programs
Image credits: Nextiva
Customer loyalty programs are what businesses use to reward their customers and keep them coming back for more purchases. Almost anyone can join the loyalty program of their favorite brand. Your local grocery store might even have one without you knowing.
Loyalty programs go a long way to improve customer experience because they show your customers that you care about them and appreciate their loyalty to your brand. A loyalty program can be in the form of a coupon code, a freebie on special occasions, or free delivery.
Provide Omnichannel Experience to Your Customers
An omnichannel experience refers to streamlining and unifying all customer interactions across multiple touchpoints to deliver a consistent customer experience, regardless of devices or platforms customers use for interaction. The importance of omnichannel experience can’t be emphasized enough.
A consumer may visit a physical store, check out reviews about a certain product on a smartphone while still in the store, go back home, access a company website to view the same product, and add it to a shopping cart using a laptop before completing the purchase on a tablet. Notice how many devices were used to view the same product from the same company by just one person? That’s what happens in real life. Therefore, businesses must strive to maintain a seamless experience across all devices.
Over the years, customer experience has become an essential feature that businesses use to stand out from the competition. However, not every company understands the concept of CX and how deeply it affects business success. The tips discussed above show why every company should invest in CX as soon as possible if they want to stay relevant in the business world.