Imagine you walk into a store to buy, let’s say, a new keyboard. You park your car in the underground parking, and one of the two elevators takes you up. The technology section is clearly marked, and as you make your way in, the assistant offers to help. There’s a wide variety of keyboards, readily available, and the register queue moves fast. Just when you thought it couldn’t get any better, your favorite song is on! How do you feel?
Customer experience Is what a customer thinks or feels about a brand which is the sum of any kind of experience with the given product or service. It is the most important part of a business to turn firstcomers into regular customers, and regulars into loyals.
Whether you are starting out now, or want to improve your customers’ experience, here are a few points to consider:
Walk in your customer’s shoes
Map out the customer journey and walk it yourself. Would you be happy? Are your expectations met? Try thinking out of the box, and creating the best possible experience. Review it as often as possible and get others to do it with you.
Listen to your customers
Your customers are your source for improvement. Take what they say seriously and implement all possible changes. Never ignore negative reviews and complaints. They’re the ones to take you further. Which takes us to the next point.
Ask for feedback
Get feedback in any way you can, either on-site or online. On a newsletter, or an event you organize. Depending on your business, there are many ways to obtain your customers’ opinions. Never miss a chance to do it. It’s free, it’s real, it’s precious.
Minimize friction, to maximize satisfaction.
You might have the best content, the best service, and the best idea. If it’s hard for your customer to navigate and find what they need, someone less fancy but more practical might get a bigger share of the pie. Make your service/product clear and easy to use. Show your customers how to do it in simple and easy steps.
OTEAcademy is open to all businesses and professionals who wish to train in personal skills, ICT, Sales, and Digital transformation. Events and online conferences and seminars are also organized for anyone who wishes to bring their corporate function.
We strive for a positive customer experience every day and have been celebrating CX Day since the very beginning 10 years ago.
Happy CX Month & Happy 10th anniversary! CX Drives Success!
The OTEAcademy Team