Top 10 Customer Experience Improvement Tips — Know and Apply

Customer Experience is not a new term for any marketer.

However, the real essence of Customer Experience is in understanding how an interaction between the customer and your brand can help you win the utmost trust of customers.

This is because Customer Experience is directly related to their expectations of your company. According to Lucidpress, an average of 73% of customers assert that a good experience has raised their expectations of a brand.

This being said, any organization, willing to expand their customer base must know the art of Customer Experience Management, the appropriate Customer Experience Framework, the flaws in your existing CX efforts, and some Customer Experience Improvement Tips to overcome these flaws.

Without further adieu, let’s get into how to improve Customer Experience…

Customer Experience Management: What and Why?

Over the years, the concept of customer experience has gained motion.

A field of study dedicated to understanding customer experience journey and reacting to the varied customer touchpoints in a way that it meets, if not, exceeds customer expectations. This field of study is called Customer Experience Management.

The ability to manage your customers’ experience can help you reap many benefits for your brand. A few of these benefits can be listed as follows:

• Exceed Customer Expectations: CX can help you in gaining insights into what makes the customer happy and how to surpass their expectations. As per Wunderman, 63% of customers prefer brands that exceed their expectations.
• Edge over Competition: According to Gartner’s report, more than two-thirds of companies today compete based on Customer Experience. And in such an environment, not encashing on your CX will be a big blunder.
• Increases Brand Loyalty: Once a brand is able to understand customer’s problems and resolve them, their trust is pro-bono! That’s why Accenture’s research concludes that 51% of consumers have stayed loyal to businesses offering great CX.
• Cost Reduction: According to Harvard Business Review, retaining customers is 25 times more cost-effective than creating new ones. Brand loyalty from CX helps to reduce costs.
• Boosts Customer Engagement: A good CX helps in increasing customer engagement with the brand giving you more time to build a strong relationship. Engaged customers bring a 23% hike in revenues and profits, according to Gallup.

Now that we know the benefits of CX, here are some pro Customer Experience Improvement Tips that can help you create eureka customer moments!!

Top 10 Customer Experience Improvement Tips

When you start understanding your CX, you’ll find that there is a need to improve the Customer Experience strategy to encash the most out of it.

But the question of how to improve Customer Experience can be tricky.

There is no clear cut path for achieving maximum out of your CX. That is why you need some Customer Experience Improvement Tips to enhance your CX. These effective Customer Experience tips are:

1. Self-service: Today the customer appreciates privacy and leisure while making a buying decision. They dread having a salesman nagging them unnecessarily. According to Forrester, 67% of customers prefer self-service over interaction with sales representatives. Therefore, let your customers help themselves.
2. Be available: One of the important Customer Experience Improvement Tips is to be available for your customer, whether offline or online. It’s good to let the customer enjoy their space, but being there for them when they need will make problem-solving easier for them and reduce customer churn. According to a report by PwC, 1 in every 3 customers leaves the brand after one unfavorable experience.
3. Increase Customer Audibility: A grieved customer would seek your help through complaints, reviews, or feedback. Do not turn a deaf ear to such suggestions. Responding to these comments makes the customer feel that you actually care about them and that someone will help them out soon. This builds trust.
4. Consistency: An effective customer experience tip is to be consistent. Any marketing effort will take some frequent hammering to deliver results. Consistently focus on how to improve Customer Experience and it’ll add to customer satisfaction.
5. Knowledge: Another of the customer experience tips is to keep your salesforce updated with the latest knowledge and trends of the field. Only then will they be able to solve the customer queries.
6. Monitor Touchpoints: The overall CX of the brand is a total of the experience of the customer at various touchpoints. Identify and monitor these critical customer touchpoints to derive the best CX possible at these touchpoints. It’ll also help you to customize interactions wherever needed.
7. Staff Feedback: Just like customer feedback, staff feedback is very important. This is because the sales team is the first point of contact with the customers and hence, they have more knowledge about the customer’s behavior and nature than anyone else. Listen to their suggestions, it can help you improve customer experience strategy easily.
8. Reduce Customer Effort: Never let the customer repeat themselves. The lesser their efforts, the greater their satisfaction. Customer effort entails cognitive time and physical efforts which the customer invests in their transaction to derive value from the brand. The lower the effort, the happier the customer!
9. Surprise Them: Who doesn’t love a pleasant surprise? Use surprise as an element to enhance customers’ overall experience to generate customer delight. Remembering and celebrating small moments of the Customer Journey can be a great means for this.
10. Personalization: Not all the customers and their expectations from the brand are the same. Hence, it’s imperative to understand the varying customer needs and enabling the service delivery team to deliver as much personalized experience as possible. Analyze the pains of individual customers and address them individually. This makes them relate better to your brand resulting in customer loyalty.

However, to gain the advantage of these Customer Experience Improvement Tips, you need to have a strong Customer Experience Framework. Here’s how to create one!

How to Create an Effective Customer Experience Framework?

It is obvious at this stage, to ask how to improve the Customer Experience strategy? Well, the answer is simple! Create a strong Customer Experience Framework that fulfills all your CX objectives. And the pillars for a strong Customer Experience Framework are:

1. Defining Objectives: You need to know the purpose of your CX to be able to gather insights on the customer journey and personas.
2. Analyze Scope for Improvement: The insights you gather from each customer touchpoint will help you in the identification of the gaps in your customer experience. These are the areas where you can improve your CX.
3. Opportunities to Improve: When there is a scope of improvement, there are endless opportunities to cease. Analyze what your competitors are doing and use the aforesaid Customer Experience Improvement Tips to fill in the gaps in your CX.
4. Build on them: You will need to build newer strategies to utilize the customer experience improvement tips. Remember, these strategies should be in line with your core objectives.
5. Monitor the progress: Keep a track of your new CX strategies and analyze if or not they are making any difference to your CX. If yes, continue building hard in that direction. If the answer is a no, you need to restart the process.

These Customer Experience examples will make the concept further clear…

Some Marvelous Customer Experience Examples to Understand How to Improve Customer Experience

To understand the customer experience improvement tips in a better way, here are some customer experience examples:

The Bottom Line…

Customers always crave something better. Today, your product cannot be differentiated based on its features. You need to think out of the box and go a step further in understanding your customers’ needs and being able to provide them with a seamless experience. Hopefully, these Customer Experience Improvement Tips will answer your doubts on how to improve Customer Experience and encash on it!