Customer experience is the secret sauce of customer success. It’s the difference between a good company and an exceptional one, but many companies don’t have what it takes to be successful in this area. Here are some tips on how you can make sure your company is ready for customer success.
The secret sauce for customer success
The truth is, customer experience is the secret sauce for customer success. It’s what makes a happy customer, and more importantly, it’s what makes a long-term loyal customer. If you want to create customers who love your business and keep coming back for more, then you need to provide an excellent customer experiences at all times.
Why does customer service matter?
You’re probably already aware that customer experience is important. But here’s a refresher. But you may not realize that good customer experience can make or break your business. When you have loyal and happy customers, they will be your best advertisements by sharing their positive experiences with their friends and family. That improves your brand awareness, which leads to more sales for you. Bad customer experience can cause the opposite effect—your customers won’t want to come back and take their business elsewhere.
Customer experience also affects overall customer satisfaction. A good customer experience is crucial in determining whether or not they would continue doing business with a particular company or brand again in the future —more than any other factor.
It’s not just about the technology
Technology is important, but it’s not the only thing. Customer experience isn’t just about technology. It’s about people, the customer, the brand, and their actual experience deaing with your company. Technology is a key part of that experience—but it’s only one part of many that make up an excellent customer experience.
Being prompt is key
Customers are looking for a quick response from your business. If they don’t get one, they will likely leave a negative review. And the more negative reviews you have, the less likely it is that others will take the time to read your positive ones and trust your brand. Make sure you have systems in place with reminders to ensure that no customer’s inquiry goes unanswered; every single one deserves prompt attention.
Look for holes in your existing customer experience structure
When you’re looking to improve your customer experience, the first step is always to take a critical look at what you’ve got. To do that, try asking these questions:
- Is your current customer service structure working well? If not, what are some holes you can fill in with the right kind of tools and training for my team members?
- Do you have systems in place to manage all those issues quickly and effectively? If not, how can you build them out as quickly as possible so you’re able to provide fast responses even during peak demand times (like Black Friday)?
Don’t overpromise
You know what they say: “under-promise and over-deliver.” Your customers will appreciate not having to wait around for something that was never going to happen anyway.This is especially true when it comes to customer experience via social media. If you promise a response within 24 hours, your followers will expect you to deliver on that promise—and if you don’t, they’ll let you know about it in no uncertain terms (including calling out the fact that their tweet is still unanswered).
Conclusion
Be sure to take the time to understand why you’re focusing on providing a good customer experience. If it’s just a matter of responding quickly, there’s no point in making all these promises or setting up systems that don’t work with your company’s culture. Instead, think about what customers want, and then work on giving them exactly that.