Customer experience (CX) is the sum of all the interactions that a customer has with a brand, from the first contact to the final purchase. CX is a key factor that influences customer loyalty, retention, satisfaction, and revenue. According to a report by Forrester, a moderate increase in customer experience generates an average revenue increase of $823 million over three years for a company with $1 billion in annual revenues. Therefore, improving CX is not only beneficial for customers, but also for businesses.
Empower your employees to deliver superior CX
One of the ways to improve CX is to empower your employees to make decisions that benefit the customer. Employees who are on the frontlines interacting with customers are in a unique position to understand their needs, expectations, and pain points. By giving them the authority and autonomy to solve customer issues on the spot, businesses can reduce customer frustration, increase satisfaction, and build trust.
For example, Liveops, a virtual contact center provider, empowers its agents to use their judgment and offer discounts or other appropriate actions to resolve customer complaints. This way, the agents can deliver personalized and efficient service, while also reducing operational costs.
Leverage the power of artificial intelligence (AI) to enhance CX
Another way to improve CX is to leverage the power of artificial intelligence (AI) to automate and optimize various aspects of customer interactions. AI can help businesses provide faster and more accurate responses, offer personalized recommendations, predict customer behavior, and generate insights from customer feedback.
For instance, REVE Chat, a live chat software provider, uses AI to create self-service options for customers, such as chatbots and knowledge bases. These options can help customers find answers to their queries without waiting for human agents, thus improving CX and reducing service costs.
Create a customer-centric culture and strategy
A third way to improve CX is to create a customer-centric culture and strategy that aligns with the business goals and values. A customer-centric culture means that every employee, from the top management to the frontline staff, is focused on delivering value and delight to the customer. A customer-centric strategy means that every decision and action is based on customer data and feedback.
For example, SuperOffice, a CRM software provider, creates a customer experience strategy that involves seven steps: understanding the customer journey, creating customer personas, defining customer goals, mapping touchpoints, measuring satisfaction, identifying pain points, and taking action. By following these steps, SuperOffice can design and deliver a consistent and seamless CX across all channels.
Improving CX is not only a nice-to-have option, but also a must-have necessity for businesses that want to survive and thrive in the competitive market. By empowering employees, leveraging AI, and creating a customer-centric culture and strategy, businesses can elevate their CX and boost their business outcomes.
