Amazing 'Customer Experience' (CX) is a culmination of Small Experiences (Part 4 of 4)

Hi Friends,

Greetings!!!! Welcome back.

This article is 4th and final part of the series - Amazing 'Customer Experience'?(CX) is a culmination of Small Experiences, where I will discuss final 3?'points of evaluation'?for an amazing Customer Experience (CX).

(Note: Please ensure that you have read the first three parts before reading this one)

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The 10th point of evaluation in creating an amazing CX is:

"Do make occasionally and outright comparisons with your competitors in a way that it addresses the problems customers have with them”

Often it happens that customers come across multiple problems with the companies they deal with but they are either not aware of the better alternatives or don’t know what to do to move away from them. At times they also suspect that other one might be even worse. In my opinion this is the right time when you can make an impact and difference. Ask yourself: ‘‘What is it that you do different than your competitors which will resolve the customers’ problems"? The answer will give you a competitive advantage over your competitors with whom your customers are doping or might do business with. This way you will win new customers and also establish yourself as someone who cares.

However; the question arises how do you ensure that you communicate your competitive advantage to the customers? One way to address this is to use the medium of advertising. We have seen some of the bold companies doing this where they talk about the benefits they offer over their competitors. (Please watch the video below).

“Respond to customers’ calls, e-mails, WhatsApp messages etc”

Customers would like to talk to you to seek solutions for their issues. To ensure that you are accessible and available all the times, firstly you must provide them multiple channels to communicate with you in a human way (not the chat bots) and secondly ensure that they are responded immediately, appropriately and adequately. For some reason, if this does not happen then ensure they are called back or responded in the most earnest way. It changes their perception about you as an organization, pushes them to interact more with you and they are sure to become your life-long advocates.

Majority of the communication channels have automatic response system (in case there is no one to answer) so please make sure that these are activated and responded in no time to avoid the customers think bad about you. If the gap of your response back is too large, it’s a recipe to deal with an even more irate customer. ?

“Collect feedback in the most unbiased way and personalize it so it doesn't become a mundane exercise”

Gathering customer feedback data is the quickest way to spot recurring customer issues or areas for improvement. It gives you a better understanding of just how well you live up to their expectations. Once they have filled the form, they might like to speak to someone for both bad and good experiences they have had with you. Therefore; direct them to a hotline if they mentioned that there experience with you was poor or to your review site if they had an amazing experience.?

To make this more fulfilling and enjoying exercise, customize the form with a thank you message at the end of the form to express your appreciation. Customers remember personalized experiences, and in turn, are more likely to keep coming back to you.

This brings me to the end of the "12 point of Evaluation" to provide an amazing CX. As we can see that - an amazing CX can be created by doing a few small things here and there. The 12 points here are just the start to evaluate where you stand in your CX policy and what can you do to make it better.

Hope you liked the four part series and if you did please don't forget to leave with your comments below. I will come with a new topic within the CX segment next week. Please do reach out to me If you have something which you would like me to include in the future articles.

Till then, enjoy reading the articles and stay updated!

Thank You and best wishes

(UMESH AGARWAL)