“The goal as a company is to have customer service that is not just the best, but legendary.” – Sam Walton
There was a time when one came across the term customer satisfaction it could be associated with only the fields of hospitality. However, as the entire arena of marketing and shopping, on the whole, have changed, customer satisfaction is a parameter that almost every brand associated with.
I remember coming across a statement said by David Shaw, an expert of GoDissertationHelp, “a customer can manage without your brand, but a brand can’t manage without customers”.
Owing to this very statement comes the hard fact that today customer satisfaction is a box that needs to be ticked off by organizations of every size and type.
When you look at the market around you realize that the competition has gotten more fierce and it is one that constantly changes. What is it that your brand offers that the remaining hundreds don’t?
The day you can answer this question with the answer ‘customer experience’ is the day you can consider yourself different from those that surround you.
So, why is it that customer experience and satisfaction has become a hallmark for so many organizations big and small? The one clear answer is because the audiences, in general, have realized that they enjoy being valued and recognized when they choose to opt for your services and products.
At a time and era when there are so many brands available, it is only human tendency to remember those brands that make them feel special and gives that the WOW experience.
But before we get to understanding how brands can work on their customer experience strategy, let us take a look at understanding how different customer service is from customer experience?
When you get in touch with a brand your initial query is handled by a customer service associate and how well they handle your query is what is termed as customer service or in other words customer satisfaction.
However, in the case of customer experience, the entire life cycle of a customer is analyzed, starting from their initial point of contact, to all the other times they ever come to you with a query or an issue.
In layman language my initial contact and customer service will determine if I will buy their product or service the first time, however, the overall customer experience will determine how long one chooses to associate with them or get more customers to them via the channel of word of mouth publicity.
We are sure that by now you may have well understood why it is important to concentrate on your customer experience strategy in the long run. If you are looking for means of how to give your customers the WOW factor each time they come to you, here are some ways you can go about doing it.
Ways of WOW-ing your Way to Customer Experience
What’s your driving force
How do you expect to sell something to a second person when you yourself are not sure of the purpose and reasons why you are doing it? One may take their company mission and vision parameters as the least important, however, it is a big mistake to do so.
When you spend your time and efforts in developing a concept, you need to determine your vision and mission and be able to decipher why you are doing what you are doing.
Once you are able to do this, you will be able to have a clear understanding of who your potential customers are. Every core member who joins your team will be aware of these principles and this will help them guide their customers better, and this, in turn, will give you a better customer experience score.
Who are your niche audiences
When you work on a concept it is essential to understand who this product is for, otherwise, it is like shooting an arrow in the dark. One of the reasons why customer experience goes so horribly wrong is because the messages are unclear and so the wrong customers end up contacting you for all the wrong reasons.
Once your customer service team is able to understand your niche audience they will have a visible understanding of how to give them a better service each and every time.
Engaging the Emotional Quotient
When you are dealing with other people you need to keep in mind that they will behave the same way that you do. When a person chooses a certain product or service it is because they are expecting complete satisfaction, just as you as a brand expect brand loyalty from them.
The moment a customer has had a good experience with your brand after an issue they faced, they will associate you with the level of comfort you gave them and how effortlessly you were able to solve their concerns.
This will appeal to all their senses and will make them come back to with complete loyalty and admiration.
No feedback is the most dangerous
As a brand, if you are doing well it is great, but that doesn’t mean that there is no scope of things going wrong. As a team that is dealing with customers, it is very important to send real-time surveys at the end of every incident when customer service was provided.
It is through this channel that customers will be able to give you their feedback and this is also how you can know where you are going wrong. Make sure that you try solving the issue immediately as this hampers the overall customer experience of any customer.
Thank them like you mean it
When was the last time you thanked your patrons for choosing your services? As a brand it becomes increasingly important to tell their patrons time and again that they are valued and are important, and one way of doing this is by ensuring that you send them additional benefits such as discount coupons or even a personalized email thanking them for their association. Trust us customers will feel rewarded and that is one way of standing out from the rest of your competition.
Hire a Team that works for customer experience
Last but not the least, all your planning and customer experience strategies will go to complete waste if you do not have the right team that believes and drives on the same principles.
As a brand, your Chief Customer drivers are the ones who will deal with them day in and day out, and if you hire the wrong people who are not customer-centric, it will be a massive drawback. Make sure you train your customer service officers regularly on how to give customers that ultimate WOW experiences each and every time.
Author’s Bio – Henry Jones is a Content Specialist who loves to write content and working in GoDissertationhelp, an academic writing service which provides the dissertation help services in UK.