Maham Riaz (November 17, 2016)
Excelling at offering better customer experience is vital for retaining clients and building good brand repute. A successful client experience program needs proper planning and there might be several challenges that you face while doing so. Start off by inculcating a client-centric approach throughout your organization, make it mandatory for everyone in your company to put clients ahead of everything. Get enthusiastic staff on board who can exhibit empathy. Ensure that all departments are collaborating for delivering a delightful experience to customers across all touch points. Here are a few more tips to help you devise an effective customer experience management plan!
Define and Set Goals for Innovating Service Experience
Define your strategies and set realistic goals for your customer experience program. This could be offering more convenience to your clients or improving the standard of your service. For instance, you can define and set quarterly goals that may include adding a few new things to your service that can make your clients happier. It might be offering free delivery for your products to regions where you don’t have stores or introducing an app that makes it easier for your clients to check out your offers more conveniently.
Proactive Listening is Important for Managing Experience
Give value to the voice of clients on all channels. Make yourself accessible on all channels be it phone, email, social media, mobile or live chat; listen to what your customers are saying about your brand experience. Don’t miss out on a single channel where you expect to communicate with your clients, reach out to them and ask for their opinion. You are likely to get valuable data on improving the service experience based on your clients’ suggestions and hence you can significantly improve it by implementing their feedback.
Keep your Employees Happy to Make your Customers Happy
In order to have a devoted team, you need to give them job satisfaction and financial rewards. Without making your employees motivated and happy, you cannot expect to get contented customers. While devising your service experience management plan, make a strategy to engage and motivate your staff. Encourage team building, stress management, problem solving and creativity through training workshops. Incentivize your staff with bonuses and other perks to boost their productivity and encourage them towards serving clients in the best possible manner.
Improve Areas of Service that can Impact Overall Experience
There are several factors that can impact the overall service experience for your clients. If your service speed is slow or your support team lacks product knowledge, it will surely impact the overall experience for your clients. Customer journey mapping will help you identify issues and gaps in your service that can result in making your clients frustrated and unhappy. Make sure you track loopholes in your service, make a list of them and ensure they are fixed in minimal time so that your clients receive a seamless experience.
Add a Personal Touch to Every Customer Interaction
One of the essential customer skills that your staff require is emotional intelligence. Devise a strategy for adding a personal touch to every client interaction. Your staff should treat all clients in a special way, make them feel welcomed, remember their preferences and offer personalized service. Teach your staff to take every client interaction as an opportunity to win their trust, build personal connection with them and leave a lasting impression to keep them coming back to you.
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