Many believe the terms “customer service” and “customer experience” are used interchangeably. But, they are not the same thing, but they are related. The difference between these two are; customer service is all about the human interactions and the business’ support for your customers. Meanwhile, customer experience is about all the experience that your customers have with your business.
Hence, customer experience can be seen as the most appealing opportunity for all businesses because the companies that focus on customer experience will see retention in customers and an increase in revenues.
It’s safe to say that good customer experience will affect all areas of your business. Here are the 5 ways on how you can create an experience that your customers will always talk about.
1. A Clear Vision About Your Customer Experience
Before you decide to do anything, you need to have a clear vision of customer experience that you can communicate with your organization. In other words, you can think of this vision as a set of statements that act as guiding principles.
2. Understand Of Who Your Customers Are
The next step is to understand different types of customers that your business has dealt or are dealing with. In order to do this is to segment your customers and create personas. By doing so, your customer will be able to identify who they are and understand them better.
3. Have An Emotional Connection With Your Customers
The best customer experiences will be achieved when a member of your team creates an emotional connection with a customer. According to the Journal of Consumer Research , more than 50% of an experience is based on emotions as they shape the attitudes that drive decisions.
4. Have Customer Feedback In Real Time
Live chat tools are great to have real time conversations with your customers to get their feedback. After doing so, it is great if you send a follow email using post-interaction surveys and similar customer experience tools.
5. Optimize The Customer Journey
It’s important to consider your customers’ entire journey when creating a great customer experience. Research by McKinsey suggests that customer journeys are significantly more strongly correlated with business outcomes than are touchpoints.
All in all, customer expectations are increasing more than ever and people will talk about their experience either online or offline. With more people getting access to the internet, customers become even more empowered. Hence, increasing the importance of customer experience.