Seven Ways To Improve The Customer Experience, Part 2
Retailers from Target to Tiffany's invest a large amount of time and dollars into creating the right customer experience. This type of investment is prevalent as well among business-to-business companies such as PwC to Salesforce.
Creating the right customer experience means that you create a sense of stickiness or engagement with your customers. When they invest in your business, they invest in the value you deliver.
Yesterday, Promotional Consultant Today shared three key reasons to invest in developing an exceptional customer experience. Today, we'll share four more reasons, from SuperOffice, the developers of best-selling customer relationship management software.
1. Capture customer feedback in real time. How can you tell if you are delivering a wow customer experience? You need to ask—and ideally you do this by capturing feedback in real time. Post-interaction surveys and similar customer experience tools can be delivered using a variety of automated tools through email and automated calls.
It's important to tie customer feedback to a specific customer support agent, which shows every team member the difference they are making to the business.
2. Use a quality framework for development of your team. By following the steps above, you now know what customers think about the quality of your service compared to the customer experience principles you have defined. The next step is to identify the training needs for each individual member of your customer support team, including coaching, e-learning and group training.
3. Act upon regular employee feedback. Continuous employee feedback can play a role using tools that allow staff to share ideas on how to improve the customer experience and help managers to see how staff is feeling towards the business. By using project management software or social media tools, you can create a closed environment where your organization can leave continuous feedback.
4. Measure the ROI from delivering great customer experience. How do you know if all this investment in your teams, process and technology is working and paying off? The answer is in the business results.
Measuring customer experience is one of the biggest challenges organizations face. One common measure for engagement success is the "Net Promoter Score" or NPS, developed by the consulting firm, Bain and Company. Many companies have adopted this methodology as a standard customer experience measurement.
Customer expectations are higher than ever and as they become more empowered, it increases the importance of the customer service experience and its impact on customer loyalty, higher retention and increased revenues.
Source: Driven by a passion for customer relationship management (CRM), SuperOffice makes award-winning CRM software for sales, marketing and customer service. As the leading European CRM provider, SuperOffice is trusted and used by more than 6,000 companies.