A business brand is defined by the customer experience or the overall impression customers get from the business.
Businesses are of the opinion that it is the power of their products, service and features that attract customers. Instead, they should focus on putting customers experience first by conducting activities such as: customer service, customer engagement, customer satisfaction and customer success to ensure a seamless customer experience.
Smooth Customer Experience & User Experience
1. Customer Experience.
Smooth CX is being there for your current and future customers; when they need you— and most importantly where they need you.
Lay down plans to always be there for your customer; make follow-up phone calls, give fast responses to their problems through chat, and give answers to their comments on social media. Also, you can deploy the use of virtual agent.
Companies should give detailed info about their products to help customers familiarize with the technicalities.
Company identity and company tone should be instantly recognizable and consistent towards your customers even when competition becomes stiff.
2. User Experience (UX).
UX has to do with the kind of experience a customer goes through when on a company’s website.
User experience deals with user interaction with product, service or website. On the other hand, CX is focused on the overall customer experience a client goes through.
It is the general view of the customer on; the ease of navigation, arrangement of products, simplicity of the checkout processes which can be made easier when the business uses virtual agents — and how friendly and responsive your interfaces are.
Both user experience and customer experience must work together for a company to grow steadily.
The Importance of Smooth Customer Experience
CX is the sum of all the interactions between a customer and an organization.
Good CX can bring growth to a company and increase revenue. The best marketing that money can buy is a customer who will promote the business to their families, friends and colleagues— free of charge.
To help your business grow to the next level, review your current business-client relationships and adopt the universal rule of exceptional CX.
The Customer Journey
Seamless CX is all about engagement, availability and the depth of the ongoing connection and interactions.
To make a smooth the journey with your customer and reduce abandonment , answer the following question:
- What is the momentum when customers come into contact with your brands?
- Can you define the communication process between your brand and the customer?
- What is the depth of the engagement between the brand and the customer?
Interaction- companies get confused between customers interaction and customers engagement. Both mean the same thing, but engagement means commitment or a promise to work. Customer interaction is the message from the potential users.
Engagement- customer engagement is when there is a two-way communication between the customer and the company—and a business’s technical support team commits to a customer.
Engaging with a customer can either be through signing up for a free trial, watching videos on the web channel or even downloading a company’s e book. All those actions improve customer engagement.
Understanding customer Pain points -this is being available to your customer when they need you, and most important, where they need you.
In a nutshell;
Customer interaction is the message posted on the company’s website by a potential user.
Customer engagement is when the company’s technical team engage in a two-way conversation with their customers or when they answer questions posted on the company’s website by a potential user and engage in a kind of a conversation.
Apart from just buying the products, the engagement with customers on the website could also be to watch a live online presentation by the company on multichannel topics.
Customers can view videos, submit questions or leave comments. Another form of engagement is when they engage with the company by downloading and reading the company’s e-book.
As for meeting customers at their pain points, a company must seek to understand customer concerns and lay down a plan to meet them. It also has to do with immediate response and the ability to solve problems when they arise.
How to Offer Smooth Customer Experience
Customer experience is the sum of all the interactions between a customer and an organization. Desirable customer experience will make your audience happy, increase purchases and bring growth to a company.
Businesses that prioritize customers, listen to them, and respond to their wishes both with the excellent CX and product or service quality.
In other words, you should respond to the reactions of your customers and refine your products and services to suit client needs.
Here’s how to go about it
1. What experience do you want to deliver?
Begin with the customers experience and work backward to the right piece of technology. Working backward is a method designed to focus on the customer’s needs. In essence, you should not point out at a random piece of tech, rather seek to understand the impact of each technology on your business.
Backward methodology results in features and products that hold the intrinsic value to the customers. This is because they are rooted in solving shopper problems.
2. Design customer journey map
A customer journey map is the company’s design to a client’s purchase process. The customer’s journey helps managers, copyrighters, and marketers walk in the shopper’s shoe better. It focuses more on the task and questions users have when going through the purchase journey.
3. Get to know your customers and create personas.
It is important to note that customers are not just the numbers, they are real people with real needs and problems to solve. Before designing a new product or service, it is important that you strive to understand your customers.
Follow these steps to get a better understanding of your customers
- Make a profile of users that your employee deal with every day.
- Compare your profile with the insight from your industry.
Finally, create several buyer personas from the gathered information such as age, social status and hobbies.
4. Acknowledge that customer needs change.
One last thing to remember is what may be a priority to customers today may not mean much tomorrow. For that reason, it helps to understand that customer needs change from time to time, and prepare to evolve with the times.
Every client matters!
Every client matters. Therefore, you must treat all your customers with respect! However, create your business rules and operate by them. Always maintain a strict policy and maintain honest relationships with your customers.