Looking for winning customer experience strategies to emerge as business leaders? Shep Hyken’s research revealed that 58% of customers are open to paying extra for an elevated experience.
Hence, Let’s break down what Customer experience strategies you could deploy to get a sure shot at success. But first clarity on customer experience is needed.
What is Customer Experience?
Customer experience refers to a customer’s interaction with the company or an agent. It has many measurable metrics including a survey form, feedback form, rating scale, etc.
These come under a broader category of CSAT scores (Customer Satisfaction Score), and NPS (Net Promoter Score) which could be deployed to check whether your CX strategies are winning.
Defining Digital Customer Experience Strategy
With Gen-Z taking the lead on digital platforms CX cannot be limited to traditional calls and mails. It has now expanded to digital platforms, hence, the Digital CX strategy also needs to be added.
Digital customer experience strategy is how a customer interacts with a business via different digital channels. Some common digital platforms on which customers may reach out include social media, live chat, chatbots, web, mobile apps & more.
Majorly digital customer experience comes under a CRM (Customer Relationship Management) hence, a good CRM tool is necessary for any business if it aims at upping their CX.
Importance of CX strategies
Customer experience is now a key ingredient to make or break your business and brand equity. Along with price & product, the services are also included in key differentiators.
A good CX could churn in a good profit for your business. Therefore, providing a seamless and excellent customer experience is now vital for your business to thrive.
This implies that the agents and CX team need to be well-plumped with goodies including worthwhile CX tools and seamless integrations with their computer systems.
| 💡Also Read | The Economics of CX Journey: Why CX can be Worth Millions? |
Top 7 Winning Strategies for a Seamless CX
To create a winning strategy for CX the foremost importance should be given to the understanding of your customers.
Measure, track, and analyze what your customers are looking for, what are their pain points and what could be deployed to empower businesses in terms of CX.
After the hefty analysis your CX could be streamlined, but to go from an average 60-70 CSAT score to an exceptional 90 CSAT score deploying some of these strategies might be the trump card you are looking for.
| 💡Know More | Case Management System Software: Key to Higher CSAT Scores |
Empowering Agents
A good customer service leads to a good customer experience. Therefore an empowered agent is a crucial stepping stone for improving your CX.
To empower an agent, they should be supplied with complete information about the customer and the nature of their query. They should be able to check and analyze within seconds without the hassle of switching to multiple screens or going back and forth with their crucial information.
These could be achieved by deploying a unified desktop application that displays all the necessary information on a single screen.
NovelVox’s solution such as Unified Agents Desktop empowers agents and offers no toggle between screens along with the ability to customize the information to be displayed as per your business needs.
Seamless Integrations
A seamless integration between CRM and Telephony goes to great lengths to reduce an agent’s stress. Hence, any tool that provides an easy integration should be a grab on to improve CX.
NovelVox’s solutions such as CXInfinity and CTI Connectors offer 75+ seamless integration between CRMs such as MS Dynamics, Service Now, Zendesk, and Salesforce with leading contact centers such as Cisco, Avaya, Genesys & more.
Personalized services
A proven way to make your customers feel empowered is to provide them with personalized solutions and experiences.
A tailored experience for your customers not only just improves your brand value but also helps in customer retention leading to brand loyalty and better CX than the rest.
Target smaller segments with similar interests and provide them with the best products and services. Your business could thrive on the use of chatbots like Infibot to collect a knowledge base for your customers for custom services.
Reducing Resolution Times
A quick resolution leads to a happy customer. Therefore, reducing the AHTs and increasing the FCRs is a crucial step in maintaining an excellent customer experience strategy.
Solutions such as unified agents desktops, CTI Connectors, NV Desk, etc help with the above mentioned concerns.
Omni-channel Presence
Be limitless with your presence! Not restricting your products and services across different channels helps in broadening your brand value.
Omni-channel presence improves customer experience strategy by multiple folds because a customer can reach out to you on their desired platform.
With customers being the center of strategy the CSAT scores (Customer Satisfaction Score) and NPS would soar and the business would reach higher heights.
Consistent Optimization
The system is dynamic & so should be your customer experience strategy. Consistent optimization creates room to integrate AI advancements into your CX strategy, thus enhancing efficiency and effectiveness.
Focussing on the end-to-end customer journey and optimizing it to reduce the funk time could be your USP for a winning customer experience strategy.
Consistent optimization reflects a commitment to putting the customer first, as it shows that your business is listening and responding to their needs, streamlining its strategy, and striving for success.
| 💡Also Read | Disjointed Customer Journey is a Curse |
Listening to Feedback
Feedback is the gift a customer hand delivers to businesses to let them know what they lack!
A successful customer experience strategy requires the business to amp up its feedback game and actively listen to what the customer demands. Customer feedback helps the business identify its drawbacks, work on them, and emerge as leaders in their respective industries.
Customer feedback is the stepping stone on which any business can thrive. Businesses can identify their target audience, nurture their leads, score up their marketing efforts, and take a lead in sales as well if feedback is used constructively.
Wrapping Up!
As mentioned in the above sections, the customer experience is now a crucial part of business success, and shaping a brand’s equity and reputation.
With digital platforms growing exponentially, the customer reach needs to be widened too. Hence, businesses need to let go of their traditional business strategies to make way for better and newer strategies that allow much better customer experience and nurture valuable relationships.
This involves leveraging tools like CRM systems and focusing on key metrics such as CSAT (Customer Satisfaction Score) and NPS scores.
To truly excel, companies should implement winning strategies. By doing so, businesses can transform average customer satisfaction into exceptional experiences, setting themselves apart in a competitive marketplace.
