As customer service expert Shep Hyken says, customer experience is your business’s new brand. When it comes to standing out from your competition, customer experience is more important than sleek design or a cheap price. In fact, consumers are willing to pay up to 41% more for an excellent customer experience. CX (customer experience) is the lifeblood of a successful business. But, don’t be intimidated! With this handy guide, you can learn about five easy ways to improve your customer experience.
1. Engage with your customers
Are you only communicating with your customers when they need something from you? If so, you are missing out on a valuable opportunity. Instead of treating your relationship with your customers as purely transactional, try building an online presence to grow your brand awareness and increase your engagement with your customers. Here are three ways you can boost customer engagement today.
Be active on social media
Some great ways to build your online presence is by being active on social media. Many popular social media sites like Instagram and Twitter have fun options for customer engagement. Perhaps your company could do a fun poll one day a week that gets your customers’ attention. Let’s say you’re a clothing company, and every Wednesday you post a “Wayback Wednesday Poll,” with pictures of old fashion trends, and your customers vote on which trend was the best. Not only is this fun, but when you are creating engaging content, you stay at the forefront of your customers’ minds.
Another great way to improve customer experience is to encourage feedback. Let’s say you would like to know more about how one of your new products is doing. Post on social media asking your customers to share their experiences, and at the end of the day, you can pick the 3 best responses to win a discount on their next purchase. When you invest in two-way communications with your customers, you build brand awareness and brand loyalty.
Use text messaging
Consider using text messaging to engage with your customers. Studies show that text messaging has significantly higher open rates than emails. Using texts is a great way to promote new products, new services, and upcoming events.
2. Increase personalizations
Do you do something fun for customer birthdays? Do you address your customers by name in your communications? If you answered no to both of these questions, chances are your business can increase personalizations to improve customer experience.
Personalizations don’t need to be overly complicated. The easiest place to start is by always addressing your customers by name, regardless of the communication channel. Another simple yet effective personalization is to send your customers a fun email on their birthday with a small discount code or a free item. Something that doesn’t take a lot of effort on your part can really alter a customer’s experience with your business.
Here is how Ricki’s, a clothing retailer, creates a great customer experience for this loyalty club members on their birthday:
Another personalization tool that is a bit more involved is to learn your customer’s buying habits and market to them accordingly. This comes down to knowing who your customers are. Are they predominantly in one age group? Do they buy frequently or infrequently? Can you separate your customers into different categories based on their buying habits? By figuring out who your customer is, you can send them personalized offers, email them when relevant products arrive, and market the right product to them.
To recap, go the extra mile and improve customer experiences by addressing your customers by name, learning their buying habits and marketing to them accordingly, and including fun offers and promotions for them a few times a year.
3. Share customer success stories
It’s pretty difficult to have a bad customer experience when you feel valued! Share quality stories of customer success on your website, social media, or company newsletter. Your customers will feel important and know that your business values customer engagement. Even better? Customers are your best advertisers. Even if you don’t have time to create lengthy customer success stories, you can share shorter customer testimonials on your website. Prospects will be much more inclined to buy from you if they know that previous buyers have been happy with your business.
4. Respond quickly to customers
You rarely hear about a good customer experience for customers who have waited a long time to get in touch with a company. Chances are, there is more your company can do to respond to customers more quickly. How? Chatbots, templates, and a unified inbox are great places to start.
Set up Livechat
Livechat helps you give customers the answers they need right away. All your website visitors need to do is type in their question to a chat window in the corner of the screen. A live agent gets back to them with an answer almost immediately. This is great for questions that require a timely and subjective answer.
Chatbots are automated responses to commonly asked customer questions. With chatbots, customer questions are answered almost instantaneously, and your business does not need a live representative waiting at their computer at all times. Questions like, “What’s your address?” “When are you open?” and “What is your return policy?” are all examples of queries that chatbots can easily respond to. Oftentimes, these are the questions that representatives get most. By using a chatbot, you will save your employees time, and give your customers a quicker response. Worried about chatbot sounding too formulaic? Don’t! Chatbots can be set up with conversational language so that no response sounds artificial.
When a business is responding to a high volume of customer queries every day, it can be easy to either 1) have the quality of your responses vary from customer to customer, 2) have the voice of your responses change, or 3) spend a lot of time personalizing each response. With templates, all three of these issues can be resolved. You can create various types of templates for different scenarios so that your responses are always relevant, and the voice of your company doesn’t vary greatly from one employee to the next. Here’s how templates work.
Let’s say a customer has contacted you to ask about when their order will arrive. Here is how a template for that scenario could look:
Hello [Customer name],
I just looked up your order, and the estimated delivery is scheduled for [date and time]. If your package does not arrive by [date and time], please email me right away and I can personally look into it. Thank you for shopping with us! Have a great day, [Customer name]!
With this template, the employee only needs to insert the specific information relevant to that customer interaction, rather than having to write the whole email from scratch. This saves time, ensures fantastic quality, and with each employee having a similar response, the voice of the company remains unified.
Another way you can respond more quickly to customer questions is through a unified inbox. Customers are likely contacting you through various communication channels including email, SMS texting, webchat, and Facebook Messenger. With the proper customer interaction management system, all of these communications will be integrated into one unified inbox. Instead of sorting through messages in every single channel, your messages will be collected in one place. Another great perk of a unified inbox is that you can track all of your conversation history. With all of your customer communications in one spot, you will never miss another message, improving your response time and helping you keep track of your customer interactions.
The right customer interaction management platform will have chatbots, templates, unified inbox, and more to help you respond to your customers quickly and improve your customer experience.
5. Listen to customer feedback
The most important way to improve your customer experience is to listen to your customers. What are they saying? Is there a way you can improve? Have they been requesting a certain product? Is there a feature they wish your product had? Are these reasonable changes that would make sense for your business?
Surveys are a fantastic way to collect customer feedback. Be sure to send your customers survey requests after each transaction to sense what your customer experience is like. Even a short survey like the one below can be really helpful.
- Was our team helpful in assisting you with your purchase?
- Did you find the item you were looking for?
- On a scale of 1 to 10, how likely are you to recommend our business to a friend?
1 (Not at all likely) 10 (Very likely)
When done well, surveys are one of the most straightforward ways for businesses to understand their customer experience. Effective surveys help businesses know where they went wrong, and where they can improve. Some of the best ideas come from the people who love your product and your company, so be sure to listen to your customer feedback.
Improve customer experience with BirdEye
Want to improve your customer experience? BirdEye can help! With BirdEye Interactions, your business will have access to chatbots, templates, Inbox, Webchat, surveys, and more! More than 60,000 businesses use BirdEye to build closer customer relationships. Find out how BirdEye can manage your customer interactions, today!