In this era of extreme competition, if you are really willing to get ahead in the game, nail down an exceptional customer experience strategy.
A well-executed customer experience strategy holds an opportunity to improve the customer lifetime value, customer retention, and take off your organization’s revenue.
The best digital marketing company in Gurgaon recognizes Customer Experience as the single most exciting and important opportunity for any business in the upcoming year. So, in this blog we will help you to adopt some effective strategies to enhance your customer’s experience.
But before going any further, it is very important to understand how important Customer Experience is.
How Important is Customer Experience?
No business can survive without customers, and to keep growing, every business needs to move their focus towards customer retention and also attracting new customers at the same time by offering smooth and comfortable customer experience..
Surprisingly even after multiple efforts, many brands fail to offer effective customer experience.
A Bloomberg Businessweek survey has found out that “delivering a great customer experience” has now become a top strategic objective.
So, now let’s jump on to our main question, how can you upgrade your customer experience strategy?
Implement a Good Website Design: Every user experience starts with your website or app. Facts prove that almost 75% of your visitors will conclude your business credibility based on the web design.
With thousands of visitors per day, your website is your opportunity to boost your revenue by offering an effective website design, hence providing a seamless experience to your customers.
Here are some tip to improve web design as adopted by the best web designing company in Gurgaon:
a) Eliminate any unnecessary hurdles and options, and make the purchase process as simple as possible. Any required information must be easily accessible to the consumer.
b) Follow your brand style across all the channels (website, app, email and social media platforms). This will help you create a unique identity of your brand in the customer’s mind.
Understand your Customer: Before you move on to offer great customer experience, you need to first understand who your customers are. What are their motivations?
Your customer support team is a great source to do this. Profile the different types of customers your team comes across everyday. Once you curate enough data, it is now time to connect and empathise your customers. Solve your customer’s needs and wants.
Do not underestimate Customer’s Feedback: You make hundreds of efforts to improve Customer’s Experience, but, how would you if you have reached there? How can you claim if you are offering an amazing Customer Experience?
Ask your customer – in fact, we would recommend you to do this real time.
Make use of live chatbots to connect with consumers and do not miss to send a follow-up email using post-interaction surveys. There are other ways to receive customer feedback as well, outbound calling is also a good choice.
Create an Emotional Connection: Journal of Consumer Research has found that more than 50% of an experience is based on an emotion, as emotions are a leading factor in the process of decision making.
The leading marketing agency in Gurgaon understands that a good emotional customer experience has the power to earn a customer’s loyalty and keep them emotionally attached, and would have a positive mindset while using your products or services.
A study by the Harvard Business Review states customers who are emotionally engaged are:
a) At least 3 times more likely to recommend your brand to others
b) 3 times more likely to re-purchase
c) Much less price-sensitive
Keep your Team in a Loop: If you are trying to offer better customer experience, you must keep your employees in mind, every employee in your organization must be dedicated towards customer satisfaction.
Once your Employees are consumer-centric, you will witness constant changes in your customer’s feedback. You also need to identify the training needs of each member in your customer support team.
Customer expectations are higher than ever before and word of mouth travels fast!
You need to leave no stones unturned to offer the best experience to your customers and earn a life-long bond with your users.
We recommend you to get in touch with the best digital marketing agencies in Delhi NCR, The Marcom Avenue because we specialize in offering expert support to brands in improving customer’s experience, one of the leading factors in business growth.