Customer Experience is all about the perceptions and feelings of the customers about your company and your product. It is basically the product of the interaction between a customer and your organization.
Seven Main Components of Customer Experience
- Omnichannel Experience
- Good Quality
- Emotional Contentment
- Productive Solutions
- Building Customers' Trust
- Serving Above Expectations
There are basically seven components of customer experience where you should focus and work to create a better Customer Experience.
1. Omnichannel Experience
Nowadays, it has become a necessity to offer the customers an omnichannel experience because most of the customers expect it and explore different channels while investing on a product or a service. Your brand should be visible on different offline as well as online channels like your own website and application, different shopping websites and social media. For instance, if you have a retail store, along with providing your products from a physical place, your products should also be available on shopping websites and apps so that customers can easily place the orders and get home deliveries.
2. Good Quality
Quality creates experience and make brands. If you provide good quality products and services, it will create a lasting impression on the customers and will surely help in creating a great customer experience. But if the quality is not good, customer will have a bad experience with your products and will affect your brand value negatively.
Customers are diverse and so are their needs and expectations. So it is important to know your customers and provide them personalized experience by offering them customization of your products and services. Providing a personalized experience is the key to create a great customer experience. in order to provide such experience, you need to communicate with the customers and obtain customer feedback so that you can know the customers and their expectations. Then you should provide tailor-made goods and services to the customers to create a great customer experience.
4. Emotional Contentment
Providing an emotional contentment to the customers is one of the cornerstones for an effective customer experience. For this, you need to put yourself in the customers' shoes and have an empathetic approach to understand what their needs and expectation are and what issues they are facing. Customers feel great when you listen to them and connect to their values and emotions.
5. Productive Solutions
When you follow an empathetic approach and understands customers' needs and concerns, next step is to offer them productive solutions to resolve their concerns. The solutions must be useful enough to cater to their needs and fulfill their expectations.
6. Building Customers' Trust
It is the most important component of an effective customer experience and essential for the success of any business. If you are able to build customers trust, you are on the way to success whereas if you break customers' trust, it will create a worst customer experience and customer will not only stop doing any business with you but will also spread a bad word of mouth in the market. A great way of building your customer's trust is measure customer feedback, respond to their issues and make changes to keep your customers happy.
7. Serving above expectations
If you serve the customers even a bit more than their expectations, it will enhance customer satisfaction and will create a great customer experience. Customers feel delighted when they get something more than expected and it improves their overall experience with the brand. To know customer expectations and to understand them better, you can set up a multi-channel feedback system where customers are able to appreciate and share their happy experiences and vent out their feelings regarding dissatisfying experiences.