Setting of customer experience goals is equally important to the setting goals for the engagement strategy for your business which involves social media in present pretext. You can not use social media haphazardly for this purpose like your other business activities. Even if it is fun and exciting to use social media for this purpose but while using it for setting your business related goals you should be focused on it only as it is not less than any other business activity. You should plan to use appropriate metrics and measurements for setting goals and executing them after considering their pros and cons.
In fact you can increase the number of your customers only after improving their awareness about your business. In this way awareness of your business is one of the most important features for setting customer experience goals without which you will not be able to increase revenue for your business. You can really improve awareness about your product by preparing people to try it so that they may buy it at least for once.
The repurchase of your product depends upon what your product delivers to its actual users. Is it as per your promise about it? If it is not as per the expectations of the customers then they will never repurchase it atleast after your trial offer is over. So in order to set goal for improving customer experience only publicity of the product can not help you in competing with other similar brands in the market. A bad word of mouth can risk your loyalty in the market.
Important Goals for Customer Experience
Your availability to take and answer phone calls or emails of your customers Familiarizing your customers with your products and services Understanding and resolving the problems faced by your customers Familiarizing your employees about the changes in procedures by communicating with them
Importance of Customer Experience
The importance of customer experience is not a new concept for business world. It was always important for business communities. But with introduction of new means of communication and sharing of conversations like social media and other mobile devices it more focused on these days.
Social media has made it easy to go through the scrutinized information collected by it and act according to their sweet will. The old concept of /word of Mouth has been redefined by social media in a steroidal manner. Bad words of mouth about customers experience have not remained the matter of general talk but now social media makes them viral all over the world within minutes. Any bad experience to any customer can go viral within no time through this media. The companies have to respond to these reviews either by retaliating on them or by apologizing for their faults and harm to the faith and pocket of the consumers. Usually smart business owners humbly apologize for their shortcomings and try to amend them as soon as possible to mould customer experience in their favor. Though it is not easy but still there are favorable chances.
Improving the Customer Experience
One can set customer experience goals after considering some of the main points that can help in making it possible in his favor. Brief information about these points is provided hereunder for your reference.
Thought leadership and marketing: website, online, in-person events, social media, online events, bloggers and thought leadership together can help in improving customer experience. Sales improvement: Listening to the needs of the clients, researching on their points of needs and maintaining relationships with customers can also improve experience of your customers alongwith the sales of your products. Performance of your product: Performance of product as per the expectations of your customers and how far you were able to respond their needs can help in molding customers experience in your favor.
Your product should perform as per the promises made by you as your customers will rely on it while buying them. After sale customer service: The promptness and effectiveness of the support provided by you after sale of you product and the rate of repetition of the problems can affect your customer experience target. Your after-sale support should satisfy your customers. Product design and intelligence: Creating better products after listening to and analyzing the problems of the customers and employing people to refine them accordingly can also improve the experience of your customers. It will help you in converting trials into real sales.
So in order to set customer experience goals you should evaluate your product on the basis of the points discussed above. You should also consider that if you were the buyer would you like to buy and try your product. You can also evaluate your product on the fact that whether your non-customers are buying or not buying it. Whether they automatically got interested in your product or due to some pressure on them and the type of performance given by it and the problems faced by the customers are some of the points which can help you in setting your goals for improving customer experience. Knowing the effectiveness of after sale services provided by you and your response about their loyalty for you can also help you in this direction.
Efforts to Know Customer Experience
You can know about the customer experience about your products either by listening to their reviews and problem in this regard which is not feasible for any company to listen, adopt and enact accordingly. But you can start with tracking the positive and negative reviews of the customers on various reliable social media channels.
You can set your customer experience goals after looking on the trends and making efforts to convert negative reviews into positive. You should make your product the best by comparing it with your competitors. You should be practical while solving the problems of your customers. If you succeeded in respectfully approaching interactions of each customer and humbly provide individualized solution to their problems then you can excellently improve the customer experience in this regard. You can easily convert your trial offers into real sales, opponents into favorites and buyers into repeat buyers by improving customer experience amazingly in this way.