Customer Experience Complications — Why are you losing your customers?
Customer Experience stands for the way the customer feels throughout their journey with your brand giving you a holistic view of your interaction with the customer.
CX is not limited to sales. It starts way before actual sales and continues even after.
Customer Experience is an important component of marketing today.
In fact, according to the Walker report, CX is a bigger differentiator for brands than price and product combined. Its importance for brand value cannot be neglected.
However, creating a strong customer experience strategy is not an easy task. It has its own share of challenges resulting in Customer Experience Complications.
Timely identification of these challenges is a must to be able to rectify them at the earliest before the brand image gets affected.
In this blog, we’ll get a detailed knowledge of customer experience complications and the strategies that can help cope with them by understanding the importance of customer-focused culture.
Problems with your CX: The Customer Experience Complications
Furthermore, according to a study by SoDA, about 52% of marketers admit that they lack the right roadmap and investment plan for the implementation of their CX strategies.
This results in challenges for the organizations creating customer experience complications.
Below are the most common reasons for customer experience complications:
Data accessibility and structuring
Customer Experience is based majorly on understanding your customers. And this understanding requires information. But, companies may lag in being able to access such data.
According to Global Commerce Research by Sitecore, 65% of marketing executives lack enough customer data to understand customer journey properly. And even if data is available, it becomes difficult to organize it to draw insights.
Dependency on legacy technology
As customer expectations rise, newer technologies are required to make their experience memorable. However, companies still rely on their existing technologies for delivering CX.
As per Bain.com, only 19% of companies around the globe have tried new CX tools since 2013. And this results in lower value creation causing customer experience complications.
Delivering customer experience comes at a cost. And the decision-makers are too skeptical to make any such investment decisions quickly.
According to statistics from GetFeedback, 48% of CX leaders believe getting investment for CX initiatives is harder due to a lack of understanding, risk capacity, and evidence for improved ROI. Slower decisions lead to lost opportunities.
Customers feel more comfortable with self-service. They want their queries to be answered by the website content without the need to contact personnel.
However, the collaterals and documents on your website get outdated with time. But updating these can be tricky for two reasons.
One, there are too many documents to keep track of, and two a single change may affect many of them. And without changes, fresh content is unable to reach the customers timely. This results in poor CX.
Managing the consistency of CX across multiple channels is another one of the customer experience complications. According to a study by SmartCX, 41% of marketers find it extremely difficult to cope up with customer experience across digital and traditional channels.
But maintaining a seamless experience across multiple channels is necessary for satisfying the customers. With minimal effort, customers must be able to continue their journey across channels.
Difficulty in measuring improvement
Lastly, organizations may lose track of their CX efforts. They might implement the best customer experience strategy but how to measure the amount of improvement from these changes is still an unsolved mystery for most.
And without actually being able to capture these insights, it won’t make sense to invest time and resources in improving CX.
To deal with customer experience complications, your organization needs to develop a customer-focused culture. Let’s talk about the importance of customer-focused culture.
Importance of Customer-focused Culture
Customer-focused culture means putting the customer as the center point of every task and decision in the organization and making the customer experience the ultimate goal to be achieved.
Such an ideology would resolve half of your customer experience complications.
Here are some reasons highlighting the importance of customer-focused culture:
- Building long-term relationships: an organizational culture that focuses on customer needs is likely to build longer relationships with them.
- Loyalty and trust: understanding your customers helps you create trust. Customers are content to know that you understand them and offer them the right solutions to their problems.
- Revenue generation: loyalty results in repeat purchases generating greater revenues. Also, it is more cost-effective to retain existing customers than attracting new ones.
- Differentiation: another reason highlighting the importance of customer-focused culture is that it becomes a differentiating factor for your brand. Customer focus in your activities puts you ahead of your competitors.
- Brand awareness: customer-focused culture results in better CX. Satisfied customers share their positive experiences with potential customers. This generates word of mouth promotion creating brand awareness.
Knowing about the importance of customer-focused culture, it’s time to dwell upon some amazing strategies to cope up with customer experience complications.
Strategies to deal with Customer Experience Complications
Challenges with Customer Experience can be a roadblock in building strong customer relations. Some of these challenges are very difficult to resolve.
But, with some research, investment, and efforts, companies can cope up with such challenges efficiently.
Here are some solutions you can use to manage problems in CX:
After understanding the Customer Experience meaning and importance of customer-focused culture, it is important to analyze and resolve the challenges that come forth in dealing with CX.
Customer Experience Complications are real. And many strategies can be used to deal with them. The only requirement is to remain consistent and patient while results show up!