Imagine booking a vacation over the phone. Is the person you speak to friendly and helpful? That’s good customer service . But if your tickets arrive early and the hotel offers you an upgrade, that’s a great customer experience . That’s where the difference lies.
The big question now is: how can your organization implement a strategy to create great customer experiences? I'd like to share 7 steps.
To help you get started, I'm sharing seven steps that will help you improve customer satisfaction, reduce customer churn, and increase revenue.
1. Create a clear vision
The first step in creating a customer experience strategy is to have a clear vision of customer experience. Your organization must also be able to communicate this vision. The easiest way to define this vision is to create a set of statements that serve as a guideline.
Once these principles are implemented, they should usa telegram data also be leading within your organization. Every employee should know these principles by heart and they should also be embedded in, for example, training.
2. Know who your customers are
The next step is to map out who your customers are who interact with your customer service agents. If your organization really wants to understand the needs and wants of their customers, they need to be able to empathize with the situations your customers are facing.
One way to do this is to segment your customers and create so-called personas . Try to give each persona a name and personality. By creating personas, your customer service agents will be able to recognize these customers and understand them better. It is also an important step in becoming truly customer-centric.
3. Make an emotional connection with your customers
You may be familiar with the following statement: 'it's the tone that makes the music.'
The best customer experiences happen when someone on your team has an emotional connection with a customer. A Journal of Consumer Research researcher found that more than 50% of an experience is based on emotion . Emotions shape our behavior and are one of the most important drivers in our decision-making process.
