Remarkable customer service is the lifeline to any business. Decision makers in business need to learn and understand that customer satisfaction is the key to business growth. It is a matter that should be treated with priority and urgency while taking into consideration its impact and direction.
One bad experience can lead to numerous disgruntled customers taking their business elsewhere. A great customer experience has many benefits such as a positive brand image, customer loyalty, relationship building, cost-effectiveness, better ROI, and better engagement.
With a vastly competitive business environment, there is a need to ensure that customer service strategy is perfect. If you are an entrepreneur and want to deliver an outstanding customer experience (CX) then here are some mistakes that you should avoid.
Trying to Deliver CX with no Real Vision Some business leaders tend to overlook the mindsets and behaviors of their employees when making customers experience transformation. Cultural changes must be implemented across all functions of the organization so that the customer can be on the top of every employee’s mind. The transformation should take place with a clear, ambitious, compelling, and personal aspiration of every employee.
Ignoring Employee Experience & Feedback in the Process Your employees are at the forefront of implementing and delivering the customer experience and strategy. Their experience needs to be heard to help them focus on delivering an excellent customer experience. You need to make sure that they understand your customer experience values and visions and know what to do in various scenarios.
Not Aligning your Organization to the Customer Managers need to ensure that every employee in the organization understands your customer experience KPIs. This way, everyone will work toward upholding the customer first before the other departmental responsibilities. When the customer experience change comes from the top, then it is easier to form a customer-oriented organization.
Focus on too many things Trying to instill transformation of your customer’s experience by doing everything at once leads to wasting money and time on things that don’t matter to customers. As an entrepreneur who wants to make successful customer experience transformations, you need to identify the things that matter most to them. This way you will focus on things that impact improved financial returns, better employee engagement, and operational efficiency.
Finally, if you want to improve customer engagement, then do not rely upon automation of the process. Technology rarely improves customer experience, thus you should insist more on retaining a human in the equation. You should also know that customer satisfaction and customer experience are two distinct things. The latter is the one that makes you prosper through customer retention.