A positive customer experience is essential, not only for customer retention and loyalty, but also for business growth. According to Accenture, to cite one study, while one may have thought otherwise, price is NOT the main reason for customer churn; it is actually due to the overall poor quality of customer service.
Unfortunately some companies are guilty of being lax in constantly raising their customer experience levels and coming up with common excuses, such as the high costs, time and efforts required, and the many variables involved that determine and measure customer experience. According to a CEI Survey, 86% of buyers will pay more for a better customer experience. But only 1% of customers feel that vendors consistently meet their expectations. Thankfully spending hours attending to a single customer is not necessary to leave a positive impression and to create a loyal customer.
As the New Year approaches, a new beginning awaits and offers a chance to fix deficient customer service strategies and tactics. It’s not that existing customers who feel they have been wronged will suddenly forgive and forget. Yet we can only look at what is ahead of us. Now, more than ever, it is essential for businesses to put the customer experience at the forefront which is why every business looking to improve their CX should consider making these seven following resolutions.
1. Define your CX Strategy
A business’s image, reputation, and values are reflected in the way their customers are treated which is why developing a CX strategy is crucial. Creating a method set in stone that outlines how your employees and managers interact and deal with your customers should be the first thing you should consider in your New Year’s resolution and will help you better adjust and alter your CX over time.
2. Invest in CX
Customer Experience is essential to a business because it not only reflects their values, but also can drastically change a customer’s perception on a product. Businesses with notably poor CX, or even simply mediocre CX, can easily remain stagnant in sales while others who put their customers first will often see high customer retention and increased sales due to word of mouth! CX investment is simply a good business strategy.
3. Improve CX Management
While initial training may have already been completed, you should work to further educate your CX managers with training sessions, seminars, and meetings. Perhaps the most important tool is performance support, which provides direct, step-by-step assistance to employees in the moment of need. Additionally, if your CX area needs drastic improvement, consider hiring a qualified individual to step in so as to help you with ways to address such improvements.
4. Engage Employees
Employee engagement ensures that your workers are not only less likely to be absent at work, but that they are more dedicated and have a higher satisfaction during the workday. Focusing on those who focus on your customers can massively boost sales and customer satisfaction!
5. Reevaluate Customers
Customers need and desire change over time. In order to stay current with your target niche, reevaluate how technology and other advances have affected your customers and see how you can best serve their needs.
6. Create a Sales Checklist
A sales checklist ensures that the crucial areas of the customer experience are touched upon on each call. Evaluate any checklist you have currently, or draft a new one for this upcoming New Year!
7. Always Call Back
After a transaction has been completed, it is always a good business practice to call the customer back to ask their opinion. Since many unsatisfied customers will never complain, making a resolution to call back can give you valuable insights on areas desperately needing improvement! Additionally you may be able to entice a customer to comeback by a delightful thank you call.