How
customer experience
can be improved
Read more at: http://blog.locobuzz.com/how-customer-experience-can-be-improved/
As traditional marketing has evolved into digital marketing, customer generated media has replaced the mass media. Nowadays, users trust experiences of customers shared on social media platforms more than traditional marketing or advertised/paid messages. So, it becomes critical for all the brands to take customer’s experience seriously. How customers’ experience can be improved:
Read more at: http://blog.locobuzz.com/how-customer-experience-can-be-improved/
Active Listening • Active social listening has changed the whole game in the digital industry. But social listening differs from social monitoring. • “Monitoring sees trees; listening sees the forest.” Dan Neely • Brands should not just monitor what customers are saying, they should analyze the whole data and take corrective measures accordingly. With effective social listening, brands can go beyond seeing social media engagement instances with the intention of taking immediate action. With active listening, brands can analyze the data and integrate the learnings into effective and accurate social strategies. Read more at: http://blog.locobuzz.com/how-customer-experience-can-be-improved/
Real-time response • Nowadays, customer’s query/feedback is just a phone away. Empowered customers use their smartphones to search and inquire to make the best purchase decision. • Customers expect brands to reply to their queries in real-time, whenever they need it. By responding in real-time, brands can build up a positive reputation with the customers which further enhances the customer experience. A positive customer experience is important as customers are savvy and have the power to choose between competing companies, which offer varying levels of customer service from bad to brilliant. Read more at: http://blog.locobuzz.com/how-customer-experience-can-be-improved/
Engage with customers • Digital media is the perfect place to take note of what customers want. Brands should engage with customers, take their feedback and make them feel that they are part of the brand. It can be achieved with the help of smart listening platforms which help you in focusing on social platforms your customers frequent the most. • Customer experience will automatically be positive if brands engage with them in a productive conversation. This makes them feel they are being heard.
Read more at: http://blog.locobuzz.com/how-customer-experience-can-be-improved/
Provide personalized experience Experts agree that personalization is key to any good customer experience. Customers feel more connected with brands who provide
them
personalized
experience.
Brands
providing
personalized solutions and responses on social media are appreciated and trusted by customers more. It helps in building strong customer relationships. Read more at: http://blog.locobuzz.com/how-customer-experience-can-be-improved/
Act on customer feedback All brands know the importance of customer feedback but not everyone acts on it and make the changes customers are looking for. As it is rightly said, we should not waste customers’ time by taking their feedback, if we are not planning to take any action on it. Brands should take their customer feedback seriously to increase the number of satisfied and loyal customers. This will make customers feel a part of the brand. Read more at: http://blog.locobuzz.com/how-customer-experience-can-be-improved/
Thank you
Read more at: http://blog.locobuzz.com/how-customer-experience-can-be-improved/