One of the key lessons of marketing in the last decade is that customers value their experience with businesses. Customer experience has become such a significant factor in business interactions that avoiding it leads to lower customer retention.
The most effective way to keep buyers coming back is to give them a customer experience they aren’t likely to forget. How can a company seek to improve its customer-facing procedures? These 12 experts from forbes agency council chime in on a few changes that a company can implement to create an unforgettable customer experience for their consumers.
Photos of featured members
Members offer some essential tips for improving your brand’s customer experience.
Photos courtesy of the individual members
Consumer expectations keep rising. On top of wanting brands to be available 24/7 across their platforms of preference, consumers call lists expect to be treated as real people, not mere ticket numbers. Not long ago, personalization at scale might have sounded like a lofty goal, but with the rise of artificial intelligence and automation, brands can now scale their teams overnight to provide an always-on, white-glove service. – etienne mérineau, heyday.Ai
Be your brand evangelist
Brand experience starts with your front-line staff. Be your brand evangelist and lead by example. Reward behaviors that build your brand and constantly promote the importance of being brand-aware. Above all, be authentic with your staff and your customers. Give staff the freedom to use common sense and do what is right for the customer. – jason wilson, strategy, llc.
Let your customers be your guide
Let your customers be your guide. Customers are on the front line with your product. By taking the time to ask for and listen to customer IE Lists feedback, both positive and negative, you’ll gain valuable insights to continuously improve cx. And more importantly, you’ll strengthen relationships with your most engaged customers, who can then become advocates for your brand. – aliza freud, shespeaks, inc.
Improve the employee experience first
Businesses often fail to consider the correlation between customer and employee experience. When staff love their job and workplace, customers who interact with them will be more drawn to the brand. The passion of an engaged employee makes for better connections with customers and a stronger desire for them to become brand-loyal. Do more for your employees, and they’ll do more for your customers.
