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    Customer experience is the new deal for both big, small and medium-sized businesses. How you make your customers feel determines if they will repeat sales. Delivering cutting edge customer experience is super important when forming the identity of a business. 
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The customer experience (CX) is crucial to the success of any business and one of the most important components in developing customer loyalty. This is attained through heightened satisfaction, detailed communication of your brand values and a fewer churn rate, leading to better long-term relationships with your target audience. There’s no doubt that many businesses find it difficult to obtain and convert new customers. This is because the customer experience is sorrowfully low. The success or failure of your business lies in how you make them feel. If consumers feel uncomfortable doing business with you, you might find yourself struggling. Therefore, this article will show you five powerful customer experience tactics you can employ to increase your conversion rates.
  1. Know And Work With Your Customers’ Identity.
Knowing a larger percentage of your customers’ personalities,  persona, and other details can help you understand how to approach them and create the necessary customer experience that can suit them. Accordingly, customer profiles are important and while every customer is different, they can also be divided up into segments that reflect their behaviours. Marketing analysts and marketers should consider the following factors when creating personas:
  • Age
  • Location
  • Income
  • Job title
  • Buying habits
  • Pain points
  • What they expect from your product or service
By understanding who your customers are, you’ll adequately know how to create relevant and personalized content, targeted ads and posts on social media that convert.
  1. Pay Attention To Your Customers And Act Accordingly.
Knowing who your customers are isn’t enough, but paying attention to what they are saying, directly or indirectly and acting accordingly. Gathering data and feedback will help you relate and connect with customers on a personal level. You can easily address their pain points simply because you’re out for feedback. There are several ways to generate feedback: 
  • Customer feedback surveys to identify feelings towards the business and areas that need improvement
  • Follow-up emails once a product or service has been provided. They can be formatted as a poll, survey or questionnaire
  • Live chat to address issues on the spot
  • Social media in the form of direct messages, surveys, polls or comments on posts
  • Asking directly over the phone or face-to-face
  1. Develop A Seamless Online Experience.
Customers can connect with your brand through many channels, but none of them must be overlooked. In today’s business world, several businesses have successfully carried out a multichannel method. In creating a seamless online experience,  businesses must become omnichannel. That means customers can anticipate and obtain the same degree of service whether they get in touch over the phone, through emails, face-to-face or any one of the many online channels available to them. Not only this, but as they switch from one channel to the other, they should be able to experience that all information about their account is shared across departments and solutions can be found quickly.
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  1. Employ A Strong CRM.
It’s helpful for a business to assemble data about their customers; who they are, their likes and dislikes, their interests, their preference on content, their favoured methods of interaction and their contact details. When these details have been assembled, they can inform you on what kind of content you should put out there, or what modifications you should apply when relating with them. In an era of large and available information and big data, your company can implant a customer intelligence tool. This technology initiates speech tracking and the monitoring of phone conversations between customers and companies. The technology enables keywords to be picked up within a conversation, enabling a business to gather and analyze data that can continually inform a business what customers want which can help design customer experience strategy. These tools can also pick up specific algorithms, for instance, the click habits of a customer. This presents powerful marketing opportunities, like being able to re-serve an advert or message towards a customer.
  1. Don’t Overlook Human Interaction.
In the face of the intense digitisation of every business process, the human touch to business is gradually being replaced with automation and robotics. While this is a show of progress, it can have a great impediment to the effective connection between customers and businesses. Despite sporadic adoption of Artificial Intelligence and Machine Learning, studies have shown humans thrive on person to person interaction, with 67% of customers hanging up the phone out of frustration that they could not talk to a real person. Your customer service team, whether communicating via online chat, on the phone or face-to-face, are often the first, sometimes the only, voice, face or personality that your customer will engage with pre or post-transaction. It is, therefore, crucial to embed a companywide understanding of what constitutes great customer service and experience, and it is worth considering implementing a strategy that recognizes, celebrates and rewards exceptional delivery of customer experience in addition to any sales incentives that your business might already be engaged with. Featured image source: Commbox
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This article was first published on 23rd February 2022

nnaemeka-emmanuel

Nnaemeka is an academic scholar with a degree in History and International Studies from the University of Nigeria, Nsukka. He is also a creative writer, content creator, storyteller, and social analyst.

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