Monthly Archives: December 2017

The 3 Unbreakable Tips for Great Customer Experience

By | CCM, Changing Technology, CRM, Customer Communication Management, Customer Engagement, Customer Experience, Customer Experience Strategy, Customer Insights, Customer Journey Mapping, Customer Relationship Management, Customer Satisfaction, Customer Service, Digital Customer Engagement, Digital Transformation, Enterprise Information Management | No Comments

Delivering a great customer experience is a crucial element of success for any business, but it’s easy to over think it. With so much information available about the different customer experience strategies, you can get bogged down in the finer details to the point where it’s hard to dig your way out.

To make it easier, we’ve put together three overarching tips that every organisation should abide by if they want to deliver a fantastic customer experience. While the details are certainly important, by following these overall tips you can set yourself on a strong path to providing a great experience for your customers:

  1. Understand your customers. If you’re going to get your customer experience strategy right you need to start with the basics. This means understanding your customers and what they really want from your organisation. The better you know your customers on an individual, personal level, the easier it’s going to be for you to deliver them a fantastic, tailored experience that will impress them, every time.
  2. Prioritise your customers across the board. If your customer experience strategy is going to be effective, you need to put your customers at the centre of your organisation. Many businesses still put their own needs first, and this often leads to an inconsistent result. Your employees should have a shared vision, which focuses on the customer and ensures that at each touchpoint, your customers will enjoy a consistent experience that’s focused on their needs.
  3. Deliver amazing customer experiences as you grow. Scaling up can be a challenge for customer-focused organisations. It’s common for start-ups and smaller organisations to be able to deliver a personalised customer experience but this is often lost as the business gets larger and processes and systems take the place of personal interaction. The trick is to create systems that can scale easily while you keep your focus on your customers and delivering a great experience.

If you can deliver a great customer experience across your organisation, you can get ahead of the competition and create a loyal following for your brand. Customer experience has never been more important than it is now. Follow these three tips to ensure your customer experience strategy is moving in the right direction.

https://blog.sprinklr.com/wp-content/uploads/securepdfs/2016/03/20150320_WP_EN_The-Survival-Guide-To-Customer-Experience_V01.pdf

Why It’s Crucial to Take a Holistic View of Customer Experience

By | CCM, Changing Technology, CRM, Customer Communication Management, Customer Engagement, Customer Experience, Customer Experience Strategy, Customer Insights, Customer Journey Mapping, Customer Relationship Management, Customer Satisfaction, Customer Service, Digital Customer Engagement, Digital Transformation, Enterprise Information Management | No Comments

Outstanding customer experience can’t exist in isolation. Everyone in your organisation needs to play a part in your overall customer experience strategy if you’re going to ensure a fully integrated, streamlined approach.

Too many organisations still take a disjointed approach to their customer experience strategy and this can lead to an inconsistent experience for your customers, which can in turn lead to frustration. Taking a holistic approach to your customer experience management is no longer an option, it’s essential if you want your organisation to survive and really stand out for the right reasons.

Here are a few reasons why you should prioritise and take a holistic approach to your organisation’s customer experience:

  • Build trust: If your customers get fantastic service from you most of the time but not all the time, it’s going to make it hard for them to trust you. All good relationships are built on trust, so if your customers can’t trust you to provide them with a consistent experience, it’s going to be difficult to gain their loyalty over the long term. On the other hand, if your customers feel confident that they’ll get a great experience every time, this can form the foundation for a long lasting, mutually beneficial relationship.
  • Understand your customers’ needs: A holistic approach to customer experience management means communication across different departments and teams and the sharing of information about your customers. This helps you build up a full picture of who your customers are, what they value and how they interact with your brand. This in turn will allow you to offer them a better experience and find ways to meet their changing needs and expectations in the future.
  • Make your customers feel appreciated: A crucial part of great customer experience is about making your customers feel important and valued and taking a holistic approach will go a long way to making your customers feel appreciated. When everyone in your organisation knows who your customers are on an individual level it will enhance their experience each time they interact with you.

Customer experience management is not just a job for one or two departments, if you’re going to do it well you need to get your whole organisation on board. By putting your customers at the centre of your business you can help build trust, make them feel valued and gain a better understanding of their needs.