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7 steps to improve the customer experience with your company

When talking about customer experience, it is common to think of the countless hours that the buyer spends in contact with customer service services (SACs). There are several telephone conversations, in which the customer is transferred to various sectors and, many times, he even loses hope of having his request answered.

There are other situations, however, in which doubts are resolved in less than 1 minute, and the consumer has the enormous satisfaction of having someone attentive to his request. While completely different, both scenarios are part of the customer experience.

This area has gained prominence in the business world. Therefore, several sectors of the company are already thinking about who truly matters to the organization: the customer! After all, it is from this experience that he will create an image about the organization — by remembering the hours spent in the Customer Service or the problem solved in 1 minute — and sharing it.

Increased retention, cross- or up-selling opportunities, and customer satisfaction are key reasons to invest in customer experience. In this post, we explain its importance and give you seven tips to put it into practice or improve it. Follow up!

Customer experience and its importance

Customer experience is the consequence of the interaction between him and the company or how he perceives it. For many companies, it is seen as face-to-face contact, customer service and multi-channel communication.

However, it goes far beyond that: referrals and word-of-mouth marketing are important tools to spread it. After all, a customer is more likely to recommend a product or service when they are satisfied with their experience.

Plus, if she exceeds his expectations, he’s likely to stay loyal to the brand. That is, there is an increase in the retention rate. In addition, a good experience is a point of distinction, which adds competitive advantage to the organization.

How to put it into practice 

A good interaction between customer and company can pay off. And how to improve the customer experience? Here are some tips to improve it and thus ensure business success.

1. Seek feedback

Find out what customers think about the company, what their complaints are, if they want to suggest something, and so on. Also, make sure the feedback gets the attention it needs. All information should be treated in the same way: after all, both a complaint and a compliment have the same value.

From this information, the company can have valuable suggestions for change. Just listening, however, is not enough: the company needs to prepare an action plan for the changes to be implemented, so that the information is not forgotten. This helps to increase interaction, improve the customer experience and make them feel important, as the organization has stopped to listen.

2. Communicate actively

Communicating in a genuine way and treating the consumer as a friend is another way to improve the relationship with him. The exchange of information conveys the image of a responsible organization, which gives it more credibility and increases its financial results.

This is because, from the moment that the public strengthens its relationship with the company, there are more chances that it will receive good indications.

3. Customize the service

People like to feel unique. And the best way to do that is through personalization of service, so that customers feel important to the company. Call them by name and offer them products or services based on their shopping profile.

This shows that the organization cares about it and, consequently, it gains more credibility. Thus, the business will achieve the best possible performance and results.

4. Invest in technological resources

To increase efficiency and broadly outperform the competition, companies have increasingly invested in technological resources. Technology reduces the time the team spends on tasks and allows professionals to use their skills in more strategic activities for the business. In addition, it allows consumers to interact in different ways with the brand.

5. Identify problems and offer solutions

Detecting problems before they even happen is a great competitive advantage for companies. Therefore, it is important for the company to talk to customers, extract feedback, seek to look at products, services, processes and situations from different angles and ask for opinions until detecting flaws and obstacles.

Identifying a problem before it happens gives the organization time to find creative and innovative solutions and add value to the product or service offered. If, on the other hand, the problem is not identified until later, it is important to offer a solution to the customer – the negligence damages their experience.

6. Put yourself in the customer’s shoes

Have you ever purchased a product or service from your company? Or, at least, have you ever imagined yourself doing it? Are the processes intelligent and guarantee the best care and service delivery? It is important that all steps are agile, and the best way to check this is to experience the purchase.

Question the way the company works. This helps to create new perspectives and helps those who are served or who need to solve a problem quickly leave satisfied with the result.

7. Map the customer service journey

It is necessary to understand how the consumer relates to the company, which channels he uses and the reason for the contacts. After all, it is from this interaction that credibility and satisfaction with the organization are built. Bad service can destroy a positive experience with the product, just as good service can change a bad experience.

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