Member Article

The Importance of Managing Customer Experience

Making your customers happy is the chief concern for any business. I make it sound like a simple task but there are only a handful of companies that have truly been able to master the art of customer satisfaction. These are the companies that have grown exponentially and have been able to retain a very loyal customer base. This customer base has been the foundation for their success. As said before, managing customer experience is an art and your organization has to work hard and follow certain principles to be able to master it.

Whether you choose to handle customer service in-house or choose to outsource it to a call center services company, the employees there need to be well trained and disciplined to satisfy the customers. There also needs to be a strategy in place that the company follows to achieve this. Below we will see some of the ways you can enhance customer satisfaction and customer experience –

Real-Time Solutions

We live in a fast-paced world and the modern customer cannot be expected to wait for you to find a solution and get back to you. They want quick results, real-time solutions and if they do not get it from you, they will go to your competition. For this, you need to have live chat integrated into your website. Through live chat, your agents can provide customers real-time resolution to their multiple queries. This reduces the time taken by you for a resolution and increases customer satisfaction. Real-time solutions should also be provided for the call as well. Train your agents well so that they have the responses to some of the customer’s common questions at their fingertips.

Proactively Identify Their Needs

Understanding the pain points of your customers goes a long way towards resolving those pain points. Once you gain insight into what your customers truly want, delivering on those expectations becomes relevantly easier. This step also gives rise to customer loyalty. Customer loyalty is extremely important because it is this loyalty that is the differentiating factor between your brand and your competitor’s brand. Loyal customers always bring repeat business to you and you have to spend less on acquiring new customers.

Integrating Social Media into your Strategy

Social media is so important for managing customer experience these days. It is where your customers go to complain about you, ask you questions and expect answers. Using a good social media strategy will help you win your customer’s hearts and even win over some unhappy customers. Make sure your team provides customers with a reply within 20 to 30 minutes. Do not ignore customers or make the mistake of removing any negative comment. This will tarnish your brand image. Deal with criticism in a positive manner. Social media helps businesses gauge user experience and get immediate feedback that can be implemented to increase customer satisfaction.

Good customer experience management helps you retain your customer which is so important in any competitive sector. It can also be useful for new customer acquisition. Word of mouth publicity can bring in new customers. This publicity is free and done on various online platforms by your satisfied customers. Utilising the services of a reliable Indian outsourcing company can also make customer experience management fruitful and streamlines.

This was posted in Bdaily's Members' News section by Neha Gupta .