The customer experience (CX) is your customer’s perception of their experience they had with your brand or business.
CX is the outcome of every interaction a customer has with your business/brand, right from navigating the website to talking to the customer service support team and receiving the product/service they purchased.
Customer experience strategy is a plan that guides your business to work on building healthy relationships with your customers.
Make sure to answer the 5 A’s of Customer Journey Framework as listed below:
Attract – What are customers attracted to and how are they informed of the service or product?
Accept – Does your customer consider you to be a reliable company to enter into purchases and other dealings?
Adopt – How does your customer interact with your website throughout their journey?
Amplify – Is your customer going to feel content at the end of the interaction?
Advance – How do you follow up with customers and maintain the current relationship?
Ultimately, what counts as bad customer experiences in your business will be different and you will only learn about it after opening the door to customer feedback, and then work to reduce the influence of such factors.
It is very important to understand your customers. Who are they? What are their motivations? etc
There are two ways to do it:
Ask your business questions similar to these:
3 design tips for creating a great CX with UX:
It is very important to create feedback loops:
Analyze your competitors and the latest market trends to build a clear picture of what is going on in the industry/market. Use both internal and external tools. When you know where the improvement is needed, you can then use this to connect the gaps between where the brand is and where it is supposed to be. Create strategic goals and objectives to help when implementing a successful CX strategy.
Every stage in the customer lifecycle should have a support system in place.
Here are some ways to provide customer support:
Brand personality is like a framework that helps a company/ organization shape the way customers feel about the product, service, or mission. A company's brand personality extracts an emotional response in a specific consumer segment, intending to stimulate positive actions that benefit the brand.
Focus on quantitative metrics:
NPS - Net Promoter Score gives you the percentage of your customers who would/wouldn’t recommend your company to their friends, family, or colleagues.
CSAT - Customer Satisfaction Score is a transactional metric that shows how satisfied customers are with their recent interaction with the brand. This is often a purchase or a customer service call.
CES - Customer Effort Score is a type of customer satisfaction survey used to measure the efficiency of service experience with an organization. It asks customers to evaluate the efficiency of products or services on a scale of ‘very difficult’ or ‘very easy’ to use.
Companies are in a race to be at the top to follow the latest market trends, and also to adopt specialized customer-centric technology.
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