Making a customer happy is really complicated but if you can, you will have a loyal person who will feel part of your family and will have gained trust for your company.
I have thought of 4 ways you could use to retain your customers through the customer experience.
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1 -What is the customer experience? 2. 4 actions to improve your customer experience 3. How can you improve your customer service? |
What is the customer experience?
To answer this question, I ask you to think of yourself, firsthand, in a classic delicate moment in the customer experience process (aka "customer experience"): customer service.
If the customer service of a company you are asking for support ignores your calls or fails to solve your problem, how do you react?
The answer seems obvious.
Much more frequent than you might think, this situation occurs in all sectors: several entrepreneurs, in fact, do not give enough weight to customer service, they think that problems can be solved quickly and instead this is not always the case.
The customer experience can be defined as the way in which customers perceive the entirety of their interactions with the company.
The perception that consumers have of their relationship with the brand, however, depends on the different touchpoints (therefore on the interactions they have with your product or service, both online and offline).
However, how is it possible to optimize the different points of contact to ensure that the customer experience becomes a strength of the company and perhaps a factor of distinction from its competitors?
THE 4 ACTIONS TO BE TAKEN INTO PRACTICE TO IMPROVE THE USER EXPERIENCE
Offer each of your customers a personalized and constant experience over time, always keeping the most important thing in mind: in every action, always put the customer at the center. Her needs, her needs and her wishes.
1 - Be transparent
It is the key that allows you to create and maintain trust in both your company and your product.
Being transparent means admitting mistakes and taking responsibility for them, but it also means admitting that you are not perfect. This attitude has the double advantage of making your company see much more human and close to the customer, but also of making it real and positive.
Always remember that admitting mistakes should be an incentive to do more, not just an excuse. In this way the customer will appreciate the fact of being honest and having solved the problem quickly with excellent customer service and therefore also having put the customer at the center, giving him importance.
2 - Create experience, not process
It aims to create an unforgettable experience for your customers, especially for those who are more interested in learning more about your product or service.
For example, in the case of services with additional features, the self-service mode of the app stores allows for deeper interaction with your company and the ability to free your employees from tasks that can be performed in an alternative and smart way.
3 - Build trust, in any way possible
Creating trust means showing your customers and potential customers that they can trust you first, then your service. By following this path you can create loyalty and bond customers to you in a lasting way, so that they are not just ordinary customers, but real brand ambassadors.
Remember that trust can be created during any contact with the customer: this is why it is essential to give your best in every interaction with users, whether they are calls, emails, video conferences or physical meetings.
4 - Don't be afraid to ask for feedback
Ask for reviews, feedback, involve the people who use your products and services every day: you will find in their ideas and suggestions on how to improve the perception of what you offer and you will be able to offer an unparalleled customer experience, worthy of positive notes.
THE PRIMARY GOAL FOR CUSTOMER LOYALTY? SATISFY IT!
If you really want your customers to build loyalty and keep buying from you, you only have to pursue one goal: to satisfy them throughout the purchase process.
It might seem simple, but the experience with customers is really complex from some points of view: customers are all different, you have to understand their needs, desires, character, and talking to each of them is a continuous discovery.
By knowing the needs, needs and desires of each customer as well as possible, you will be able to offer a unique experience that they will want to repeat.
IS THE CUSTOMER ALWAYS RIGHT?
Think of the phrase “the client is always right ". We prefer to rephrase it like this: “The customer must always be at the center”. The centrality of a customer is essential to make his experience unique and satisfying.
Advice, detailed information, answers and the cancellation of any doubts are the very first actions to take if you really want to satisfy your customer and lead them to buy and build loyalty.
Only when you have completed these steps will you be able to find yourself in front of a person who will want to buy from you again and who can suggest to colleagues, friends and relatives to buy from you.
Why?
Because you will have met all the needs and expectations, you will have been able to offer a different experience than the companies you had previously addressed and you will have provided noteworthy assistance.
HOW CAN YOU IMPROVE YOUR CUSTOMER SERVICE?
Today I want to offer you a new perspective, a different vision of a tool that is used in customer care for practically the entire duration of working hours: the telephone.
The phone connects your employees with your customers, creating a bridge between those who need assistance and those who provide it.
What technology can improve this communication and optimize information exchange and speedy problem resolution? A cloud phone system!
At Voxloud we have created a telephone system able to meet the needs of every SME and to improve the performance of its telephone infrastructure, in order to create an innovative, fast purchasing and customer support experience. It is simple and immediate.
A cloud PBX like Voxloud allows you to answer your customers' calls from anywhere: office or home, mountain, sea or lake, there will be no limits to your imagination.
Do you know what you need to make Voxloud work best?
A good internet connection and the smartphones, tablets or personal computers that you already use regularly.
You will be able to activate the cloud phone system in 59 seconds by yourself, without the need for cumbersome technicians or assistance services; in addition, you can completely customize the interface and features, adapting them to the needs of your company and the needs of your customers.
What if I need support in this process? We are at your disposal 7 days a week.
Do you want to find out more?
All you have to do is find out how a cloud phone system is able to improve the performance of your company and build customer loyalty by increasing both their expense and their duration over time.
