Treat your customers as people and not as numbers!
It is probably one of the most complex issues to define. In fact, many questions will be found on this issue and even more strongly, when the leaders of the companies have not decided to involve the client as the main and most important axis for the natural and progressive operation of their business.
What is customer experience?
Customer experience is how customers perceive interactions with your organization.
According to some experts, a telephone line will never be enough to respond to the requirements, complaints or claims, about what, usually, was not a good experience for your client.
What is the great customer experience?
Great customer experience means meeting or exceeding our customers’ expectations during all interactions with the company. The importance of this moment is decisive to identify if the organization will succeed over time.
If we think carefully; Do you remember the last time you had a great experience with a brand or company?
Now! … Think about the last time you had a really bad experience with a brand or company.
Surely it was easier for you to remember a bad experience than a good one.
This is because a bad customer experience generates a negative emotional impact on the person who is living the experience. We trust that brands or companies should always satisfy our needs and desires. Then, when bad experiences occur with customers, the news is spread on the different communication channels and by voice to voice, which turns out to be much more effective and with a greater social impact.
In this order of situations, if customers feel they have a good relationship with your brand or company, they will stay! Satisfied customers do not seek services or products elsewhere, and they will most likely miss you if one day you suddenly disappear. In other words, providing an excellent customer experience makes you irreplaceable. And this helps the results of your business.
¿Did you know…
- According to an Oracle international report, although companies consider customer experience to be one of the priorities of companies, only 37% have a formal initiative in the area of customer service.
- The consequences of a failed service strategy could cost companies up to 20% of annual revenues.
- According to the PwC, 73% of customers argue that service experience is the key factor in their purchase decision.
Let’s treat our clients as people and not as numbers.
What is customer experience management?
Customer experience management is the process of designing and optimizing customer interactions to meet or exceed customer expectations.
For the customer experience strategy to succeed, it needs two components: real-time feedback (along the entire customer’s journey) and data analysis to close the gap between what customers expect and their perception of experience that is currently being delivered.
Bases to consider for a good customer experience strategy
Leadership with impact: leaders within the company must be aligned with the importance of the service experience. This means that they operate consistently based on a clear set of values, holding themselves and their teams responsible for their particular ownership of the customer experience.
Committed employees: employees must be aligned with the objective and service strategy. They must also have the necessary tools and are encouraged to actively contribute to the customer experience.
Know your customer: customer information must be captured throughout the relationship to identify trends, problems and take action in real time. That knowledge must be immersed throughout the
organization, activating all actions to improve the customer experience.
Once this is understood, the solution to provide an excellent customer experience is building relationships. This means building trust with your client, understanding their needs and adapting to foster that link.
Fuentes:
https://www.portafolio.co/negocios/el-mal-servicio-al-cliente-le-puede-salir-muy-caro-507751
https://www.oracle.com/webfolder/s/try/LAD-CustomerService.pdf
Written by:
Lizeth Cardona