Customer experience is basically the product of the interaction between a customer and the organization. It is all about the perceptions and feelings of the customers about you and your product.
The success of a business largely depends on the customer experience. If a customer has a good experience with a brand, he will prefer your brand again and suggest others also to go with the brand. Whereas, if a customer goes through a bad experience, he will not only stop using your brand but also suggest other people to avoid using products and services of your brand through a bad word of mouth.
Customers tend to share bad experience more proactively than the good ones.
So, you should focus on customer experience and try to improve it through these ways:
1. By taking Customer Feedback
Capturing Customer Feedback is one of the most important method for improving customer experience. You're wondering how? Well, there's a lot you can do when you get customer feedback. With Customer Feedback you get real customer insights about how the customers think and feel about your brand and what are their expectations are. Knowing your customer's thoughts and experiences can give you actionable insights on how you can improve your customer experience.
2. By measuring the right Customer Experience Metrics
Measuring customer experience and feedback is very important. But it adds more value to your brand and business when you measure the right Customer Experience Metrics - that are scientifically researched and are popular in the industry, metrics like NPS (Net Promoter Score), CSAT (Customer Satisfaction) and CES (Customer Effort Score). These metrics will give you quantifiable data as well as help you benchmark yourself in the industry.
3. By making changes based on Customer Feedback
Collecting customer feedback and measuring customer experience is only useful when you make use of customers' opinions, views and complaints and take corrective action. Always pay heed to customer feedback and make business decisions based on that. When you follow this approach and close the feedback loop by inform the customers that their feedback is taken care of, it boosts the customer experience and they feel motivated and respected.
4. By focusing on all stages of Customer Journey
To improve overall customer experience, you should focus on every stage of the customer journey so that you can to engage with customer at every touchpoint and ensure a good customer experience at all stages. For instance, at a retail store, only the product quality or pricing isn't important. It is equally important to focus on staff assistance while the shopper is in store, the billing process, as well as the after-sales service. Each customer interaction with your business is equally important.
By focusing on each stage of Customer Journey, you can measure and access customer needs and expectations for all touchpoints. This will help you from preventing a bad customer experience or knowing exactly what to fix when something goes wrong.