It’s not rocket science to know that good customer service is essential for business. With every satisfied customer, they’ll be more inclined to tell their friends and family about you, and word of mouth (whether online or in real life) plays a big part in driving new business.
Customer experience can play a massive part in the make or break of your brand, so you must aim for consistency as well as high levels of impeccable service. To give you some inspiration, here are 3 ways to boost your CX!
1. Ask Your Customers For Feedback
There’s nothing better than asking your customers what they think about your business. It shows them you care about their opinions and value what they have to say. After all, they’re the ones buying your products or service, so it’s only fair you give them a say in things.
To ensure you are benefiting from the feedback, find out which methods will be the most rewarding for your business. For example, do you promote online reviews and testimonials? Or do you adopt more of an old-school attitude and personally ask your customers for their views? We’re talking face-to-face, phone calls, or writing to them?
This proves the importance of QA scores, too, as they literally let you know what level of customer support you’re currently providing. Not at the score you want? It means you’ve got more work to do. Not sure what it is you need to improve on? Ask your customers. However you encourage feedback, it’s a great way to improve your overall business success, not just customer experience.
2. Show Your Employees Some Love
As well as looking after your customers, you also need to make an effort with your employees, as well. It’s true – companies who treat their staff well have much happier customers.
In business, there’s a critical connection between happy employees and satisfied customers, because when a worker has a positive attitude towards their job, this positivity naturally channels itself into their consumer relationships.
Engaged employees have a reason to want to be the best and deliver the best quality service because they can feel they belong in that environment. They value their job, the company, and their manager, which means they’ll be as productive and helpful as possible when it comes to dealing with customers.
3. Embrace an Omnichannel Way of Working
In today’s world, you can’t just connect with your customers via one channel. The majority of web traffic comes from mobile and multi-devices, which means you need to be constantly on the ball.
Businesses need to understand that customers use both on and offline channels to connect with their favorite brands, and often switch between methods during every part of the consumer journey. When a brand uses an omnichannel approach in CX, it gives them the chance to enhance their sales and drive traffic. Plus, it improves customer experience by giving them more channels to browse and purchase, whether it be on a mobile, the web, or in physical stores.
Basically, the more channels available to the consumer, the more likely they are to buy. Also, it opens up your customer base to different types of people, all of whom will receive the customer experience of their choice.
Expand Your Brand
Customer experience is everything. Making sure your whole retail process is smooth, streamlined, easy, and stress-free is the perfect recipe for a happy buyer. So, taking note of the above points and integrating them into your business strategy is the ideal way to keep your customers happy and your sales high.