A brand that provides a stellar Customer Experience (CX) has higher customer satisfaction rates and higher sales.
You need to create a strategy for this.
Think of a good customer experience like a dining experience. Would you eat again at a restaurant whose service you hated?
1. Segment your customers:
If you've got a wide-ish customer base, segment them into categories and personalize each.
2. Create an emotional connection:
Companies that leverage emotions grow 85% faster than those who don't. 44% of emotionally-attached customers repurchase from the brand.
3. Get real-time feedback and work on it.
Get feedback through phone/email/in-person meets and implement required changes immediately.
4. Give a consistent service experience:
No matter what the channel or touch-point is the buyer journey, make sure they are receiving a consistently good experience.
5. Don't use technology just because:
Use technology to enhance human experience, not replace it.
6. Don't make it hard for the customer:
Don't make the customer jump through hoops to contact you (eg. Call 5 other departments first). Let them be heard!
7. Be committed to customer delight:
Make it a long-term goal to serve your customer. Making customers happy should become part of your DNA.
8. Make your brand personal:
Put personality in your content and discover customer preferences to give them content they'll never forget!
9. Improve your training system:
There should be consistent coaching, learning, and group development of your team to provide the best customer service possible.
10. Measure your progress:
Create your own tools or use one such as NPS (New Promoter Score) to collect information with questions such as "Would you recommend this company to a friend or relative?" to see if you're on the right track.
The success of your brand will depend on whether you deliver a good customer experience or not. Make sure you don't ignore it!