Every year, customers’ expectations for their experience with an organization are rapidly rising. According to a recent study, by the year 2020 customer experience will surpass price and product as the key brand differentiator. It is essential to invest in customer experience to stand out from your competition and win customer loyalty.
And customers are asking for improvements – 87% of customers think brands need to put more effort into providing a consistent experience. Most organizations are listening. Gartner predicts that by 2018, more than 50% of organizations will redirect their investments to customer experience innovations. In the midst of all this, are you working to improve your customer experience? Here are a few ideas.
Here are 5 Ways to Improve the Customer Experience For your Organization
Improve organization efficiency by Using a Scheduling Tool
Adding an online scheduling tool that can easily be accessed by your customers is a great way to improve your customer experience. In fact, 61% of consumers expect and prefer a business that offers online booking. With an online scheduling tool, customers can have more control over appointment start and end times. This also allows your organization to spend more time on other important customer activities, and less time on the back-and-forth of scheduling appointments.
Personalize your Customer Experience
“Shoppers expect brands to remember who they are, whether they’re on a digital channel or in-store,” says Peter Reinhardt, CEO, and co-founder at Segment. “However, very few companies can actually deliver on these tailored experiences.” Allowing customers to create login accounts on your website, especially if you are an e-commerce, is a simple solution to collecting key customer information to personalize the customer experience. Using the information you collect through a customer portal or community will help you personalize your customers’ experience, and provide additional consideration for their key needs and preferences.
Integrate Live Chat on your Website
Adding a live chat feature to your website allows customers to easily communicate with your support team. A study by Forrester found that: “Many online consumers want help from a live person while they are shopping online; in fact, 44% of online consumers say that having questions answered by a live person while in the middle of an online purchase is one of the most important features a Web site can offer.” An online chat system provides customers immediate access to customer service reps who can help quickly address customers pain points. Wait times are often much less than a call center, and customers can easily multi-task while waiting. In addition, as live chat representatives talk to multiple customers, they have direct access to information about products and services.
Let Your Customers Help Themselves with Self Service
Modern customers don’t want you to help them – ideally, they want to help themselves. According to CRM Magazine, 45 % of companies offering web or mobile self-service reported an increase in site traffic and reduced phone inquiries. Posting resources, e-books, and FAQs on your website enables customers to find their own answers and solutions. Because, would you rather wait in line for an agent to answer your query, or browse a forum to look for the answer? Having the resources to browse as well as integrating live chat gives your customers the option to use both.
Especially in the early stages of a growing business, not every experience will be perfect. However, sending a survey to every client after they have interacted with your organization is a great way to learn how to improve the customer experience and solve any issues that may arise in the survey.
Have you tried any of these tips? Or have you tried something else that improved your customer experience? Let us know in the comments below or tweet at us. And feel free to contact us if you have any questions on how adding a scheduling tool to your business strategy can improve the customer experience.