Creating a perfect customer experience (CX) is definitely not an easy job. The consumer base is so diverse and demanding that not one solution fits all. Overcoming the challenges of CX may seem difficult, but you can start off by not making these few mistakes.
Not collecting feedback from the customer is an unforgivable mistake. What is worse is not acting on the feedback taken. Also, lengthy and cumbersome feedback forms do no good. You have to make it quick and easy for the customer always.
Thus, design a customer feedback survey successfully and ensure that it is not broken.
This is a cardinal sin, something that will be a big cost to the company. Customer feedback enables you in capturing customers’ needs, requirements and preferences at various touch-points – both qualitatively and quantitatively. In other words, customer feedback is a gold mine of information and insights; use it wisely and you shall prosper!
Your employees are the first points of contact that customers have with your organization. If you do not keep them happy, there is little chance that your customers are going to be happy. Treat your employees the way you would like them to treat your customers. Remember that a disengaged employee can never create an engaged customer!
There are several ways in which you can increase employee engagement at your organization – appreciate your employees, celebrate their success and milestones and make them feel loved and wanted. They will definitely pass the same vibes to your customers.
It makes your job easier to have a great team who is constantly wanting to help the customer and make his experience better. However, it is up to you to train them and empower them. It is always said that Customer Experience is not a department – it is the entire organization. Make CX the core and the DNA of your organization.
In today’s world of intense and cut-throat competition, it is very important to be connected to your customers. And what better way than the social media to do so. Both, good and bad word can spread exponentially fast and across boundaries, hence, you must be on your toes always – become a social media CX expert.
Also, never keep the loop open when you have a bad review. Deal with it; do all it takes to retain the customer and make him happy. Think of every dissatisfied customer as a wonderful opportunity of brand-building.
Are there any such mistakes that organizations must avoid? Do let us know!
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