The encounters and experiences your client has with your business along the whole customer journey, from the initial contact to becoming a happy and loyal customer, are defined as customer experience (also known as CX).
Customer Experience (CX) is an important component of Client Relationship Management (CRM), since a customer who has a pleasant experience with a company is more likely to become a repeat and loyal customer.
According to Oracle worldwide CX research, 74 percent of top executives feel that customer experience influences a customer’s desire to be a loyal advocate. You must invest in your CX if you want them to remain loyal!
Let’s look at some instances of how to build a fantastic customer experience plan that can help you enhance customer happiness, minimize churn, and boost revenue.
Create A Clear Customer Experience Vision
The first stage in developing a CX plan is to develop a clear customer-centric vision that you can share with your team. Creating a series of statements that serve as guiding principles is the simplest method to establish this vision.
Zappos, retail company, for example, employs their core family values, which include providing admiration via service, being humble, and accepting change, and these principles are entrenched throughout company culture.
Understand Who Your Customers Are
The next stage in implementing these customer experience standards is to illustrate the many sorts of clients that interact with your customer service representatives or the people on your team that are responsible for handling the account/client retention. If your company wants to truly comprehend consumer requirements and desires, it must be able to connect with and sympathize with the problems that they confront.
Segmenting your consumers and creating personas is one method to achieve this (or customer profiles). Make an effort to give each character a name and a personality. Margaret, for example, is 35 years old and enjoys new technology. She is tech knowledgeable enough to follow a video tutorial on her own, but Paul (42 years old) needs the ability to follow simple instructions on a web page.
Create An Emotional Connection With Your Customers
Have you heard the expression “it’s not what you say; it’s how you say it”? The finest customer experiences occur when a member of your team establishes an emotional bond with a client.
According to the Journal of Consumer Research, emotions form the attitudes that drive decisions, and emotions account for more than half of an experience. Customers have higher expectations than ever before, and word of mouth travels quickly! And as the consumer of the product or service gains more power, the customer experience becomes increasingly more important.
Here at The Endurance Group, we understand that UX is a fundamental to creating an experience that satisfies and retains clients. Our sales team knows how essential it is to have effective, engaging conversations that address customer needs and pain points.
CX is an area that requires ongoing nurture and care. Companies that place a larger emphasis on CX strategy will see a rise in customer loyalty, retention, and overall revenue growth.