Capitalize on your Customer Experience
Having the right customer service team behind your brand is essential to engaging potential and current customers. Oftentimes, a phone call might be the one and only decision as to whether he/she does business with your company. Are the people answering your brand’s incoming calls engaging, patient and supportive? Are they carrying out your company’s policies and brand identity?
Even if you have an automated phone system in place, you can engage customers with the right voice over volume and inflection, appropriate speaking speed and the right options for your audience. Are they getting frustrated in the process of asking a question? Does it take too long for your customers to receive their answer? If they pass their correct option, is it easy to go back? Improve your customer experience management by making it easy for consumers to contact your business and receive quick responses to questions and concerns.
Younger generations have proven to shy away from the phone calls and resort to online chat features. Do your website, app and other online platforms allow for quick and easy communication via chat, push notifications and/or email?
Providing these features is an easy way to increase customer engagement and retention and allow your business to appear accessible 24/7, approachable and up to date with the latest industry trends.
Even with responsive websites on mobile devices, many brands are learning to offer a mobile app for smartphone users. Creating an interactive experience that is easy to navigate can lead to more loyal and returning customers. Can they upload a picture to see what a product would look like on? Can customers easily read online reviews of individual products? Is there a way to try before they buy?
To encourage more app downloads and increase customer engagement, you may also consider offering personalized discounts and incentive programs specifically for mobile app users.
No matter which channels your brand is present on, one of the recurring questions you must ask yourself is, “Am I representing my brand in the same manner on every platform?” If you offer quality customer service in person, but consumers can’t contact you online, or they receive bad customer service over the phone, your company reputation as a whole will decrease.
While it’s important to meet your audience where they are and be present on the platforms they use, remember this – quality over quantity. If managing 6 online platforms is causing the quality of your customer service to plummet, audit your channels and your customer engagement strategy and focus in on the most important ones to your customers. Your brand will benefit in the long run when it offers the same brand image and messaging across all of its platforms.
Through a consistent omni-channel presence, your brand will be able to create a seamless interaction for all customers on all channels. This streamlined approach will support stronger customer experience management, allowing you to close gaps in your customer service while forming longer-lasting relationships with your current client base.
Staying ahead of the competition by providing a great customer experience starts with analyzing your current CX efforts and customer retention strategies. Mystery shopping programs with secret shopping agencies allow you to evaluate your brand’s current standings, as well as those of your competition. Discover how various kinds of SeeLevel HX mystery shops (i.e., audits, customer experience, compliance monitoring and UX/UI assessment shops) can help your brand capitalize on its customer experience.