Customer Experience Strategies
Posted by Abdeali Vohra on February 24th, 2020
”Customer Experience is the next competitive battleground.It’s where businesses are won or lost.”-Tom Knighton
Customer experience (CX) refers to a customer’s perception of their overall interactions with a company. Since customer expectations are higher than ever, customer experience has become a key driver of customer retention and acquisition. Comparatively, customer services refers to specific touchpoints within the experience, where a customer requests and receives assistance or help.
Customer Experience Strategy
1. Understand your audience & create buyer personas:
2. Work backward from the experience you want to deliver:
3. Hire team players and get them invested in the process:
Here are two tips to hire and initiate the right talent to enable great customer service –
Focus on the skills that matter – interpersonal skills, the ability to interact and connect with people, presentation, hospitality and the ability to maintain a cool mind through crises.
4. Be attentive to customer needs & use feedback loops:
That’s why it’s essential to create feedback loops. Here’s how you can –
Use post-interaction, real-time feedback surveys. You can even follow up with customers over the phone for more details.
Customer experience is one of the biggest opportunities that businesses have to capture prospects’ interest, get them to act and stay with the brand as loyalists. There is no limit to what a good customer experience strategy can enable, and this post is a great start.
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About the AuthorAbdeali Vohra
Joined: December 31st, 2019
Articles Posted: 12
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