The customer experience is the way your customers feel about their interactions with your company. It includes the quality of your service, the ease of doing business with you, and how satisfied they are with what they receive.
The importance of customer experience can be seen in the numbers: 99 percent of all businesses do not have an automated response system, according to Alexa.com. Customer experience can help ensure that your customers will be happy with your product and keep returning for more. In the long run, the cost of a good customer experience solution can be the best investment for your business.
A happy customer base translates into brand loyalty. The customer care department can help create a loyal clientele. After all, customer satisfaction is a major reason why people will come back to your business for more. A satisfied customer who has lots of confidence will make sure that other customers do business with your company.
Difference between customer experience and customer service.
Customer service is about managing customer interactions. Customer experience is the sum total of the interactions with a particular company, over time. Customer service involves answering questions and resolving issues. Customer experience is about how the customers feel when they interact with a company – whether it was through live chat, email, phone or social media.
The difference between customer service and customer experience can be summed up in one sentence: “A good customer service will help you fix your problem quickly, while great customer experience will help you fix your problem permanently.”
How to achieve customer satisfaction?
Customer experience is important to improve customer retention and satisfaction. For many people, one or two negative experiences can cause a customer to shy away from your business and stay away for a longer period of time. At GOIP we understand that investing in a good experience service can create brand loyalty.
You should remember that customers buy your product for reasons other than price. Most of them use it to improve their daily lives, to fulfill a need or to indulge a whim. So, if your business is focused on building a strong customer base, you must ensure you have a good customer experience service. The real challenge is to keep customers satisfied throughout their shopping journey.
What should you do if a customer has a complaint?
Having a good customer experience can be a challenge, but that’s not to say you can’t win at it. Following these tips can help you to create a culture of customer experience.
- Focus on the core value of your business: what’s your customer value? What is it that your customer needs? How can you solve their problems and better their experience? This means first determining what makes your business unique and what customers will want to buy from you.
- Maintain a ‘Customer First’ Approach: Always be listening. It’s not just about listening to the customer. It’s also about asking them questions to learn more about the experience they had with you, and then finding out what they want to know next.
Effective customer experience.
When it comes to customer experience, our minds are mostly conditioned with all the negative experiences of not receiving products when we’ve paid, or being left waiting endlessly for a problem to be solved. These negative experiences can seriously affect a customer’s opinion about your business.
However, in reality, the best customers always come back for more. In fact, in 2016, according to Statista, more than half (57%) of people surveyed believe that a good customer service experience is an essential factor when deciding where to shop. So, you need to provide excellent customer service or you will miss out on potentially being the best place for customers to buy from. Some customer care skills include; answering queries promptly, resolving complaints quickly, and providing clear tracking information for orders.
How to Improve the quality of the customer experience?
Understanding how to improve your customer experience is just one of the many lessons to learn when running your business. There are so many lessons to learn. Getting feedback from customers on how they are feeling about your business, how they see you and how you can improve is a must for all business owners. Here are some important pointers from our experts on how to improve customer experience.
- Have a reliable customer experience solution
- Ensure minimal response times
- Improve your employee training
- Improve your overall call center operations
- Make it a habit to receive and answer customer complaints promptly.
- Don’t just stick to the standard email response; respond to customer inquiries via calls, WhatsApp, or SMS.
- Do have a dedicated team for customer care.
- Keep track of the percentage of complaints about each employee.
- Handle complaints in a friendly and conversational manner
In conclusion, having a good customer experience service is important for your business. Your customers will be happy to know that you care about them and their experience with your products, and this care can translate into loyalty and future purchases.
- Have a reliable customer experience solution
- Ensure minimal response times
- Improve your employee training
- Improve your overall call center operations
- Make it a habit to receive and answer customer complaints promptly.
- Don’t just stick to the standard email response; respond to customer inquiries via calls, WhatsApp, or SMS.
- Do have a dedicated team for customer care.
- Keep track of the percentage of complaints about each employee.
- Handle complaints in a friendly and conversational manner.