Five simple ways to improve the customer experience

Here are the best practices that drive a #customer #experience strategy in an organization to improve customer #satisfaction , reduce churn, increase revenues & build a #customercentric organization.?

1. Understand Your Customers?

It is imperative to know your #stakeholders (customers, users, employees, influencers, investors, business associates, partners, and suppliers). It is all about understanding customers’ perceptions related to the organization's products and services offering that are truly important, and beneficial to them. The most important aspect that an organization needs to understand is their employee first since they are the organization's ear and mouth and the ones who will help an organization deliver products and services.

2. Define customer experience journey with involvement of target customers

It is paramount to involve the target customer while designing the customer experience journey so that an organization understands the customer expectations (rational and emotional) at each step (#touchpoint ) to align the organization's actions with the customer’s expectations. This will also enable us to seek feedback during each step of the journey and help the organization to establish a win-win situation leading to a principle of “progress iteratively with feedback” and “focus on value” throughout the customer experience journey. This principle further helps the organization build a culture of customer centricity at levels across the organization and helps to adapt and adopt to dynamically changing ecosystem

3. Establish a Heart to Heart (H to H) connection with your customers

Establishing robust communication (internal and external) is key to building a good one-to-one relationship with customers, which helps an organization to understand the customer's requirements/needs (feeling, thinking, and expectations) from the organization every time the customer connects with the organization. This further lead to building progressive and continual, customer engagement, transparency, and good relation with customers. This enables the customer to become the organization’s brand advocate and brand ambassador.

4. Solicit regular customer feedback?

Feedback is key to understanding customer perception (feeling, thinking, and expecting) about the product and service delivered by the organization. The feedback needs to be solicited consistently throughout the customer journey at the transaction level, through periodic surveys and periodic empathy sessions. This helps organizations align with customer expectations through continual improvement of their products and services.??

5. Measure Revenue Growth and Profitability by delivering a consistent customer experience

This helps organization evaluate their performance of delivering a consistent customer experience through periodic ascertaining, the effect of customer experience on revenue and #profitability #growth . These measures and metrics typically include Net promoter score, customer effort score at each touchpoint, Customer Satisfaction (#CSAT or #CST ), balance bundle, #balance #scorecard , etc.

Conclusion

In today's experience economy, digital transformation, and hyper-competitive market environment an organization can only differentiate themselves from their competition by offering “WoW” customer experiences. Today the existence of organizations depends on their customer base, which makes delivering the customer experience more significant every time the customer connects with the organization.?