by ethosplc | September 1st, 2019
The customer service journey needs to be continuously improved so that your business can stay ahead of the game. Competition is high!
Here are 5 steps that you can take to make sure that your customer journey is continuously improving.
1- Customer Experience Analytics
We often believe of customer service as a department that is particular to the client. But in fact, the best thing you can do for your clients is to get to understand them by monitoring behavior-based analytics and reacting to that behavior through what they do versus what they say.
2- Personalize Your Packaging
The Toppers pizza store provides a distinctive lesson. Toppers places special drawing demands on their pizza boxes and then adds a custom message. You can take a lesson from Toppers whether you are shipping a physical item with packaging or simply providing a receipt.
While it takes an additional minute or two, it sends clients the signal that they are seen and heard — that they appreciate their choice to offer you their company. This is particularly crucial during a period of trial. Taking time on a private level to communicate with the client generates a bond between the user and the brand they will remember when the trial is over.
3- Fix Problems Before They Happen
Not only are you prepared to proactively fix issues and generate a seamless customer experience by remaining one step ahead of the client, you are able to plan and customize your client outreach. For instance, if you notice an issue with a specific user section, you can take their contact data and user history into a custom email or dynamic message in the app. Being proactive enables you to always stay in command of the experience of the user.
4- Give Away Free Stuff
Giving them something for nothing is one of the simplest ways to make clients happy. But there is a distinction between offering away trinkets of no value and offering added bonuses to clients that add value to their lives or company. For example, Mailchimp offers free marketing guides, and a startup advice guide was launched by Clarity, a resource for entrepreneurs.
These businesses know that offering their users free products enables them to deepen their contacts with their clients, enhance their credibility and strengthen the importance of their paid offering. The significant thing to remember is that the free offer you offer should be personalized. Not all clients want the same data kinds. Use a web customization approach to assist you determine what kind of free content or offers should be submitted to various client sections.
5- Take Customers On a Trip Down Memory Lane
Nothing is as convenient as going to a website for the second or third time and having the content, products or information that you are looking for immediately made clear to you. When a user visits your website, by highlighting prior purchases or interactions, make it easy for them to build on past experiences. As a customer, not only is your experience simpler when the site recalls your preferences and previous behavior, it also makes you feel valued and appreciated.
Customer experience at the end of the day is about human interaction and establishing a connection between the consumer and the brand. It’s about making a commitment to knowing how your product affects your users ‘ life favorably and actively looking for possibilities to maximize those advantages.