4 Ways to Improve Customer Experience Anjuum Khanna
In 2017, United Airlines learned a hard and expensive lesson in customer experience. The airline lost over $1 billion dollars in value because a passengersâ&#x20AC;&#x2122; customer experience went viral on social media.
â&#x2014;? In this digital age, customer experience is more important than ever. â&#x2014;? With the presence of social media and the consequent ability of a customersâ&#x20AC;&#x2122; experience(s) going viral in a matter of minutes, more companies and organizations have recognized that the way a customer feels about their interaction with the brand can make or mar the business.
1. Respond ● Everyone wants to be heard and appreciated. Your customers are no different. ● Hence, listening and responding to the concerns of your customers is one of the most important steps in improving your customer’s experience. ● It might be hard work, but endeavor to respond to all the feedback you get from your customers. Doing this can work wonders for your customer retention.
2. Be Proactive
â&#x2014;? According to a report in the Harvard Business Review, your customers are left satisfied and develop a sense of loyalty when they spend as little time and effort as possible in getting their problems resolved. â&#x2014;? Thus, to improve your customer experience, ensure ease of access to help. Actively seek ways to reduce the time taken to receive help.
â&#x2014;? Actively seek ways to reduce the time taken to receive help. Constantly be on the lookout for product and services that can make their lives easier. â&#x2014;? Your customer feedback is a great means of identifying new needs and generating more ideas.
â&#x2014;? Customers appreciate customized experiences. Although technology is a great tool in business and service delivery, customized service build relationships that last. â&#x2014;? Your customers want to feel like they are your only customers; they want to feel valued and special. â&#x2014;? Hence, bulk, imprecise emails will not help. Give them personalized content and watch your bond grow stronger.
3. Reward Loyalty
● Rewarding loyal customers is a great way of improving customer experience. ● You can show that you appreciate their loyalty in various ways from personalized giveaways to sending greeting card to promotions and discount offers. ●
If your customers feel that you are saying ‘thank you for your service’ this increases the chances of retention.
● Moreover, rewarded customers often become advocates for your business and can attract more customers. ● Customer experience is an important facet of your brand. Use the tips above to improve it and enjoy the immense benefits it can bring! ● Reach out to me or read more on CX, Automation & Digital Transformation on my blogs and website.
Iâ&#x20AC;&#x2122;am Anjuum Khanna. Iâ&#x20AC;&#x2122;am an Indian Blogger, Writer and Tech Consultant. A strategic leader with a proven track record of over 19 years in spearheading profitable ventures within Fintech, eCom Startups, BPOs, Telecom & D2H, spearheaded domestic & Global Business Operations with large team sizes. Championed change mngt. & enterprise wise automation initiatives within organisations in India & Middle East. Presently working as Vice President at Mswipe Technologies. Visit Me: http://anjuumkhanna.in/