There’s no magic potion for delivering a better Customer Experience. There is, however, a formula. All magic aside, there are 4 ways to win over customers with a superior (and repeatable) experience — from increasing your customer data effectiveness to empowering your workforce.
- Find out what kind of Customer Experience your company is capable of delivering.
There’s more to cultivating a great Customer Experience than interacting with customers and collecting their data. In fact, it’s the way you do both — and the combination of the 2 — that can make or break your Worker and Customer Experience. The key questions are: Currently, how connected are your systems of data? Is the data from those systems accessible to the workers who most need it? Does the data currently enable you to make informed decisions about your Customer Experience? Chances are there are areas that need improvement.
Our Customer Experience Matrix can help you realistically determine what kind of Customer Experience your company can best deliver, better understand your target audience, and get you on track to increase the effectiveness of your customer data.
- Focus on your Worker Experience.
With the gig economy on the rise, the future of work requires more attention to building the Worker Experience than ever before. People are retiring later these days and currently one in 3 American workers are millennials, largely thanks to a major economic shift that favors virtual work. Changing demographics and the uptick in virtual/remote work pose a new challenge: find ways to engage employees on an individual, ongoing basis or lose them to competitors more attuned to today’s employee wants.
Before the internet, it made sense to hire for skills. But because the Cloud Economy moves at such an alarmingly fast rate, it now makes sense to hire for core values and the ability to adapt and learn new technologies and skills — not for existing proficiencies alone. Research shows that an investment in employee engagement directly benefits Customer Experience. In short, engaged employees deliver better experiences, which make happier customers.
- Reinvent your customer service model.
If you’ve ever worked in a call center or had a bad customer service experience — there, that’s everyone — you know how frustrating it can be to deal with gaps in customer information and hierarchical holding patterns. Surprisingly, the solution to this widespread problem is simple: give customer service reps the authority and tools they need to get things done. Customer service reps don’t like being yelled at and customers don’t like repeating themselves. Enable workers to toss the script when necessary and empower them (with the right technology and training) to solve problems when they first arise — not 3 transferred calls and a manager later.
- Survey your customers the right way.
Net Promoter Score (NPS) can tell you more than whether or not customers are happy; it can help thoroughly examine and build the relationship you have with your customers. And with the help of companies like Medallia, which specializes in operational Customer Experience management, you can create and send customer surveys, analyze the feedback, and gain actionable insights as a result. By asking the right questions at the right time, you get more valuable customer data.
Once the feedback has been analyzed, the data — along with user-specific recommendations — are delivered in a comprehensive report. Business leaders and managers can use these findings to determine a plan of action for their teams and implement critical changes to the current Customer Experience.
Get more information on current consumer trends and solutions to problems plaguing Customer Experience teams today from our ebook, Creating an Exceptional Customer Experience.