5 Ways to seriously boost customer experience

If you’re looking to grow your business, then you need to invest in the customer experience. This means generating positive emotions through a buyer’s entire journey from the moment they discover your brand to after they make a purchase. Research from the Temkin Group revealed that investing in customer experience can boost your revenue by 70% within 3 years.

Sounds good? Here are five ways to implement a customer experience-focused strategy.

1 - Automate Your Online Systems

Customers hate waiting around. The days of being put on hold after making a phone call are long gone. Customers expect to go online and get instant answers. This means that on top of making sure your website works well by working alongside a team of IT support experts in London, you should seek to automate as much of your customer support as possible. Automated responses aren’t always the most personal, but they do have the benefit of being immediate and hassle-free.

Hassle is a customer’s worst enemy so your job is to make the buyer’s journey with your company smoother and more convenient than it is with your competitors.

2 - Invest in Your Team

Hold regular feedback sessions with your staff. This will help you keep on top of concerns so that they feel respected by the management. If your employees are kept happy, then this will be reflected in how they interact with customers, creating positive experiences for all involved. Make sure your workforce really believes in the values of the company. A paycheque can only go so far in acting as motivation so try to create a positive and inclusive work culture.

3 - Create Emotional Connections

A customer’s decision is 50% rational and 50% emotional, according to research by the Journal of Consumer Research. You may have all the facts about why your product or service is the best but it’s how you convey this information that matters. Make sure your communication with customers makes them smile, laugh, or feel excited.

4 - Collect Customer Feedback

There’s no way of knowing how much customers enjoy working with you if you don’t collect feedback. This can be done after any interaction — not just a purchase. A simple email asking for responses is enough. Find out whether customers generally had an easy and hassle-free experience or if they were let down. If it’s the latter, then carry out more research to discover the cause of the problem.

5 - Measure Your Results

Companies that invest in customer experience can expect to see increased profits but, of course, results vary. The Net Promoter Score is a way to see how your customer experience has improved and then measure this against sales figures. Every time you make an improvement to customer experience, collect the feedback, do the calculation, and check to see if it’s positively impacting the Net Promoter Score.

These are just five ways that you can see your customers enjoy a happier and more hassle-free experience as they interact with your brand. In the modern world, this is the key to succeeding as a business. Invest in technology, employees, emotional strategies, and market research to help create a strategy that prioritizes the customer.

Once you’ve built that loyalty, you’ll only see your brand go from strength to strength.