The development of the customer experience has shifted to the agenda of more and more companies, as they have grown to understand its importance. NPS, one of the most commonly used metrics to measure customer experience, has not been unnecessarily called as the “One number you need to grow.”
As competition intensifies year by year, developing customer experience has become a necessity rather than an opportunity in many areas.
However, few companies are on the map about how customer experience should be improved or even measured.
In this blog we will go over 7 concrete things to help you improve your customer experience.
7 Ways to Improve Customer Experience
1. Measure customer experience
Developing customer experience always starts with measuring. It is difficult to develop customer experience without knowing what to develop. You can get started quickly with measurement, for example, with the free version of our application.
2. Get to know your customers better
The better you know your customers and their needs, the easier it will be for you to respond to your customers’ needs.
This should be self-evident, but rarely seems to be the case, as customer surveys we do invariably bring up issues that the company wasn’t aware of.
3. Define an ideal customer experience
By defining an ideal customer experience, you are concretizing what your business has to offer and who it is suitable for. Once you have a map of what your ideal customers want and how you want to meet their needs, the noise from outside your target audience will no longer interfere with your customer experience development.
4. Improve customer experience with new customer testimonials
Potential clients need relevant information to support their decision. And while testimonials and customer stories improve your closing, they also improve a customer’s customer experience when he or she is can identify with the person in the testimonial.
5. Optimize flow rather than resources
Flow thinking helps significantly in developing customer experience. If you think of your business only from resource perspective, you will never achieve the kind of customer experience you can achieve by optimizing your flow.
6. Interact with your target audience where they are
If your target audience is actively using Twitter, interact actively with them there. If they use Reddit, you better be active there. No social media has an intrinsic value, but for the customer experience, it’s useful to be reachable through the channels your customers use.
7. Personalize and / or segment your marketing
Marketing has a role to play in the customer experience and if you treat all your contacts as one mass, the customer experience will never be optimal. By intelligently segmenting your mailing lists and target audiences, you guarantee a better customer experience.
In summary, developing the customer experience
Customer experience can be developed in many different ways, but any universal wisdom that would make a big difference is difficult to give in a blog.