One of the important elements of assuring positive growth and development of a business enterprise is to develop an effective customer experience strategy. CX strategy is considered a crucial aspect of understanding as well as improving quality customer service leveraging on feedback and potential expectations. A successful CX strategy can ensure organizational growth, improve service quality and generates a positive brand image which significantly impacts on achieving business goals.
Having a customer-centric mindset is crucial for developing CX strategy; along with sound knowledge about social media platforms, brand strategy and business functions. Needless to say, an effective framework of customer experience management contributes in reducing customer churn, increasing Customer Lifetime Value and improving satisfaction rate.
5 Factors for an Efficient CX Strategy in Customer Experience Management
Crystal Clear Buyer Persona
Deep understanding of targeted audience, their behavior and expectations will help to establish buyer persona. Majority of the companies who expanded their revenue utilize clear buyer personas for business growth and development. An in-depth knowledge about customers will help an organization to deliver personalized services and appropriate marketing strategies, which in turn will create a strong base of loyal customers.
The following factors need to be addressed for establishing buyer persona:
- Views and motivations of targeted audience
- Their desire and expectations
- Fundamental causes of their satisfactions
Superior Customer Service
To deliver a superior customer services, organizations should understand that customer service should be focused on customers and not on companies. A survey conducted by Deloitte states that companies focused on customer-centric vision is 60% more profitable than companies who are not. A better customer service leads to more satisfaction and more chances of loyalty as well as retention. Also, it minimizes occurrence of customer churn and contributes in developing a positive “word of mouth” about brand image.
Some of the ways of providing an effective customer experience:
- Real time support using digital platforms
- Live chat for more engagement
- Feedback from online platforms
Omni Channel Strategy
In the modern digital world, creating an omni channel strategy is an effective way to enhance customer experience. The strategy considers multiple online channels for collecting customer data to understand crucial insights of interactions and behavior. Leveraging on online customer experience, omni channel strategy delivers seamless journey through all channels, providing smart solutions for sales, marketing and customer support.
Omni channel strategy includes every touchpoints; including web, mobile apps and even brick-and-mortar establishments. The idea is to deliver an integrated experience to customers and thus, creating a positive brand image. Interconnected touchpoints within this particular strategy ensures brand connections, enhanced customer experience and better workflow.
Leverage on Artificial Intelligence (AI)
AI-powered chatbots are utilized for delivering continuous customer service and better experience. According to Invespro, chatbots are capable of saving up to 30% costs for customer support and answering 80% of FAQs, thus reducing response time.
AI-powered solutions are used for:
- 24×7 support
- Digital customer experience
- Intelligent automation
- Data analysis
AI provides real-time responses to user queries about simple FAQs to keep them engaged and convert them into potential customers.
Customer Journey Optimization
Careful observation and optimization of the entire customer journey is important for delivering enhanced user experience. For this process, one needs to map the entire journey from the first to final step so that organizations can clearly understand consumer end-to-end experience. An effective optimization process will identify each interaction, potential gaps and improvement areas.
Deep understanding of customer journey provides new opportunities by identifying existing issues along with chances to establish new strategies related to customer experience for improving user experience and business relationships.
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