The customer is at the core of a compelling customer experience strategy. When you’re mapping your customers’ needs with your business goals, forget about your bottom line. Instead, focus on what your customers need and want, and figure out how to help them achieve their goals.
If they need more information, make sure they can access it quickly and timely. If they’re ready to buy, help them with discounts and make sure they’re well-informed at all times. Make every step in the buyer’s journey easier and smoother for your customers by offering personalized care at each touchpoint.
As you help out your customers and hold their hand at every step, you most likely won’t have any issues moving them along the sales funnel because of the bond created due to your prompt and on-point service.
The companies that provide a seamless, extraordinary experience to their customers every time follow a well-planned strategy — it never happens spontaneously or by accident.
It takes a lot of thought to build a stellar customer experience strategy and implement it flawlessly. The infographic from GetVoip below breaks it down into four strategic steps that you can easily follow to create your customer experience strategy.
It may look like a lot of work, but it’s well worth the hard work because research shows that 86% of buyers are happy to pay more for a great experience. Similarly, data from 2020 shows that more than half of the customers expect personalized offers from brands.
Offering customers personalized care or customized offers is possible only if you know your customers well and have systems to identify and meet their expectations as soon as they arise.
That’s why the first step of creating an ideal CX strategy is to gather as much information about your customers as you can. The more you know your customers, the more personalized strategy you can create. Customer care, sales team, and marketing teams can offer valuable insights in this regard.
Once you’ve created your strategy, you need to implement it company-wide and not just in the customer service department. Customer-centric company culture is instrumental to the success of any customer experience strategy. From the top management to the salespeople, everyone should remember to keep the customer goals, and not the sales, as the focus of their attention.
This advice may sound counterproductive, but data shows that only a 5% increase in customer retention can increase profits by 25% to 95%. Furthermore, by keeping the customers’ interests at the heart of your efforts, you will build a rapport with them (and prospective clients) for being genuine, trustworthy, and dependable.
That’s the ultimate goal of any business, to win the trust of their customers, but to achieve it, they need to take the first step and start building their customer experience strategy.