• 01 Apr 2022

Why customer experience is fundamental to your business and how to improve it

Why customer experience is fundamental to your business and how to improve it 

 

You can do so many things well in your business, but if your customers are not satisfied with their experience, you better fix the bugs ASAP!

 

The consumer experience refers to the cohesive set of cognitive, affective, sensory, and behavioural responses exhibited during all stages of the consumption process, including pre-purchase, consumption, and post-purchase. Thus, it is evident that it comprises more than mere customer service, which focuses on human interaction and directly supporting customers. 

 

Customer experience is crucial for businesses because it boosts brand recognition and loyalty, which also help you stand out among your competitors. Furthermore, it works as free marketing that can lead to an increased customer base, and it has the potential to improve your ROI. 

 

So, what can you do to improve your customer experience and make the most of its benefits? Check out the tips below!

 

1. Create a clear strategy

Everything starts from a good base. In this case, it translates to implementing a winning customer experience strategy. It shows that you have a customer-focused vision and value the relationship with your clientele. Start by drawing up a list of statements that serve as guidelines, then share them with your team to create consumer-oriented behaviour. 

 

2. Strengthen the relationship with your customers 

Since customer experience encompasses all the consumer journey stages, it is fundamental to establish close contact with your clientele. You have to understand who they are and their needs to work towards a better service and empathise with them in various circumstances, especially when challenges arise.

 

3. Improve feedback channels

To learn more about your customers, you need to hear their opinions. Therefore, it is crucial to stress feedback, so improve your channels to collect their experiences. For example, create live chat boxes for real-time feedback or establish a department designated for outbound calls and customer-experience correspondence. Value your regular employees' feedback as well, which you can collect through surveys or using project management software and social media tools.

Copyright © 2022 Harvard Business Council