Booklet

author

Seema Batavia

Marketing

Create an Unforgettable Customer Experience

marketing

Marketing

|

Create an Unforgettable Customer Experience

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?

Segment your customers
If you've got a wide-ish customer base, segment them into categories and personalize each.

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.

Get real-time feedback and work on it
Get feedback through phone/email/in- person meets and implement required changes immediately.

Give a consistent service experience
No matter what the channel or touch-point - -is in the buyer journey, make sure they are receiving a consistently good experience.

Don't use technology just because
Use technology to enhance human interaction, not replace it.

Don't make it hard for the customer
Don't make a customer jump through hoops to contact you (eg. Tag 3 people! Post on your stories! Call 5 other departments first!). Let them be heard.

Be committed to customer delight take it a long-term goal to serve your customer. Making customers happy should become a part of your DNA.

Make your brand personal
Put personality in your content and discover customer preferences to give them content they'll never forget!

Improve your training system
There should be consistent coaching, - learning, and group development of your team to provide the best customer service possible.

Measure your progress
Create your own tools or use one such as NPS (Net 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.

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