In the digital era, customer experience is more important than ever. With increasing competition, the digital world making buying easier and consumers less likely to be affected by brand loyalty, the CX can make all the difference between conversion and customer is lost.

According to a survey from Supper Office, in the next 5 years, customer experience is the top priority of businesses. Businesses that focus on customer experience reduce uptime and increase sales, resulting in higher profits. A research by American Express has found 86% of customers are willing to pay more for a better experience.

 

This is why businesses need to review and improve customer experiences they provide in line with consumers' current expectations. So, how to improve customer experience? Today, in this article, we will show you 10 Proven Techniques to Improve Customer Experience (CX). Let’s explore it.

1. What is customer experience?

Customer experience is the impression that customers have of your brand as a whole in all aspects of the buyer's journey. It leads to their look at your brand and impacts your bottom line, including sales.

2. The importance of improve customer experience 

Customer experience is an important part of converting customers. According to The State of Customer Journey Management and CX Measurement in 2019, 87% say exceptional customer experience is very or extremely important to their organization. However, despite the benefits the customer experience brings, 11% say it is only partially important and 2% think it is not at all important to their organization.

75% of consumers are more likely to return to a business that offers a great consumer experience, and 56% of customers will recommend your company to family and friends.

Customer experience is important to a business's sustainable growth. It's important to ensure the best experiences are available to build loyalty and strong customer-to-brand relationships. They are the ones who will recommend products and services to friends and relatives with positive reviews. That will help businesses maintain revenue, gain new customers without having to spend any additional marketing costs.                

The reason why business should improve customer experience?

3. 10 Proven Techniques to Improve Customer Experience (CX)

If you are wondering how to enhance customer experience, below is the list of top 10 proven techniques to improve customer experience. Let’s explore.

1. Become the customer

To understand what your customers want, you need to see your business from the customer's point of view. You need to understand what they want, what they need, who they are. By getting into the mindset of your customer and tracking their journey, you can identify weak links along the way and then implement solutions that improve customer experience in general.

2. Personalize is the key

One of the ways a brand can provide an effective service to individual customers is through personalization. Most marketers and customers agree that an individualized approach is essential to support, drive purchases, and motivate follow-up purchases. The buyer wants the seller to have a clear understanding of them, their preferences and needs, and facilitate the exchanges between the two parties.

In fact, 48% of people said they would be willing to wait longer for a personalized product or service, and 77% chose, recommend, or pay more for a brand that offers a personalized experience to customers

3. Build an omnichannel strategy

Building an omnichannel strategy one of the ways to improve customer experience. It helps businesses provide insights into customer interactions with products and services and their behavior throughout their lifecycle. The strategy includes multiple sales channels, sales support and marketing.

Today's customers expect a seamless experience when interacting with a business. Regardless of the channel, customers will expect agents that are knowledgeable, friendly, and able to resolve their problems quickly. Our research also shows that 9 out of 10 consumers want omnichannel service. If a customer has interacted online via chatbot and then redirected to another agent on the phone, they expect the employee to have access to the previous chats and be able to continue the interaction without hesitation. 72% of consumers expect companies to know their purchase history regardless of the method of communication.

You can check out How to Create your Own Omnichannel Customer Experience Strategy

4. Implement customer service innovation

Customer experience is constantly changing and evolving. Usually, most companies will wait for a trend to happen first, and they will follow suit. However, it's much better to stay ahead of the trend. When you innovate on customer service, you have the ability to attract a bunch of new customers to your company.

5. Deliver superior customer service

To enhance the customer experience, you need to focus on every moment the customer interacts with you. Focusing on customers, not company.

Deloitte research has shown that customer-centric companies are 60% more profitable than non-customer-centric companies.

One of the best ways to enhance the customer experience is to provide real-time support. By using tools / media, you can interact directly with customers anywhere, anywhere and increase the customer experience. You can use live chat to answer their questions. Connecting with customers immediately helps to limit problems and promptly solve customer problems.

Besides, each customer needs a different way of serving, explore Different Types Of Customers And How To Approach A Customer

6. Training your staff

Training your staff is the best way to improve customer experience. Because your staff is the face of the brand. Employees are the first to have direct contact with customers. Therefore, conducting regular training programs can help your sales, support and marketing staff deliver the perfect assistance to your customers, thereby enhancing the customer experience.

Product knowledge

Your teams should have a great understanding of your business and products because that's the essence of dealing with customers. Conduct in-depth product training to help communicate credentials related to your products and services.

Soft skills

Cultivating soft skills, including communication skills, problem solving is an indispensable part of the way to improve customer experience. Training staff soft skills will help to understand customer problems better and support them faster. Reduce the contact point in the sales journey. Real-time customer support also helps increase sales conversions. At the same time, personalizing chats can help increase customer trust and loyalty.

Employees are considered the face of your business, and so is your website's interface. Do not miss 11 Top Tips For Outstanding Ecommerce Website Design

7. Leverage the power of Artificial Intelligence

Artificial intelligence is becoming ubiquitous and present in many aspects of life. And of course indispensable in improving customer experience. The deployment of chatbot can help businesses improve customer experience and achieve faster growth.

Chatbots can save up to 30% on customer support costs and can help save response time and answer 80% of frequently asked questions. Chatbots also help reduce the frustration of customers having to wait in line for answers. It also works 24/7 so it will solve the problem automatically and not miss any chats. Chatbots are also the main contact to help easily collect necessary information such as customer name, email, phone number, whatsapp, ...

You can check out: 15 Applications of Artificial Intelligence in Marketing

8. Create self-service options for better customer experience

Having a dedicated customer support team is a great thing. But, in fact, up to 70% of customers expect a company's website to include self-service options like support content, instructional videos, case studies, and more. Give them the way they can proactively solve the problem they face. In addition, self-service offers many perks for customers that traditional support cannot offer. Therefore, create self-service options for better customer experience

9. Simplify your process

These days, consumers are all busy. By simplifying the process or making it most convenient for your customers, you can help them get what they need from you in the most convenient way And this is one of the best ways to improve customer experience. This convenience also improves the customer experience. In fact, 27% of customers give up on completing the purchase process because of the complicated and lengthy checkout process. The goal is to ensure that your customers have an enjoyable experience trading on your website. So, reduce unnecessary steps in the checkout process. It is best to centralize all payment information on a single page. It makes it easy for customers to check their information one last time.

10. Using social proof

85% of customers trust online reviews as much as recommendations from friends and family, and 91% occasionally or regularly check online reviews before making a purchase. Customers trust your honest opinion more than your marketing content. Using social proof as a tool to enhance customer experience. Besides, it also affects the buying behavior of the buyer because it expresses the different emotions of that person after experiencing the product. By showing the number of current customers, subscribers, and reviews, it helps customers see the experience of other users, and it also gives them reasons to trust your company.

Conclusion

Improving customer experience is an area that needs constant nurturing and nurturing, and with more emphasis on customer experience strategies, companies will realize a positive impact on customer loyalty, higher customer retention and revenue growth. 

Hopefully, this article of 10 Proven Techniques to Improve Customer Experience (CX) has brought to you much essential information.

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