The world of business today is nothing like it has ever been before. Companies are having to become more customer-centric, help portals are opening up to streamline help via self-service support solutions online, and businesses are finding that even something as simple as implementing a customer portal software not only makes business happen quicker, but things stay regimented as well.
This led us to dig deeper at how entrepreneurs can adapt in a world where the customer experience (CX) has finally taken the front seat. It doesn’t seem to be giving up anytime soon either. So that leaves us with just one more choice in our arsenal of solutions, and that’s to dig into the ever-evolving world of customer service in hopes of uncovering further enhancement opportunities.
1. Get the attention of your customers and keep it.
One of the best ways to grab anyone’s attention, no matter who it is, is to serve them up nothing but the best experience. This means being polite, having a quality product, simplifying online/digital processes, and much more.
Believe it or not, around 70% of the buying decisions made today are solely based on the customer experience alone, and it’s quickly growing. This is because as customers, we know what we can settle for and what is just simply bad business. With the internet came a smarter world and access to information many thought wouldn’t ever be so easily accessible.
So, when you start evaluating your overall customer experience, it is the perfect time to also fully evaluate the product experience. This will ensure you manage not only the customer’s experience as a whole but their specific experience with the product as well. For example, a customer may love your company, brand, mission, etc., but if they can’t easily use your product, whether it’s your software or online platform, you can easily lose them to a competitor.
2. Digital Experience Management: Grasping the Basics While Furthering Growth
Whether customers are using your software for the first time or the thousandth, their experience matters. The ability to manage this experience and provide the best service is what can make or break a company. Thankfully, Forbes published a comprehensive guide that covers many aspects of digital experience management.
Essentially, the digital marketing experience is every, and any, contact a customer has with your brand/company. To aid in this, especially when it comes to online formats and/or software, you will want to make sure not only your customers are able to use it with ease, but your employees as well. What’s the point of a great software if you don’t have a team able to provide support?
Of course, over the past few years we’ve been forced to pay closer attention to the customer experience and now we have finally allowed it to flow into every nook and cranny. This way we can ensure businesses know how to easily take the modern route when it’s time to do so.
3. It’s in the numbers. Thankfully, we now have customer experience analytics/data.
The proof is always in the numbers when it comes down to it. We already know we live in a more complex world now too, so there are all kinds of numbers and cryptic strings that stand for something unique every time.
Thankfully, we also have dedicated developers on the scene ready to make things as simple as possible. Software developments help us gather, interpret, and store data to be used as a tool in enhancing either the product experience, the overall customer experience, or both if drastic measures must be taken.
Don’t forget though, now that the Internet has changed where and how we do business, it’s a lot easier to market and promote businesses than ever before. So take advantage of the opportunities modern technology offers and ensure your customer and product experience are top-notch.