If you missed any of the tips, please find all of them below gather in this handy blog post for your convenience.
Tip 1: Focus your resources in the ‘Delight’ stage of the sales funnel.
In the recent years there has been a growth in referrals by existing customers among their friends, family and colleagues. Investing in ‘Delight’ motivates customers remain loyal, to buy more and refer your company to others feeding the sales funnel at a fraction of what marketing costs. We call it Organic Customer Acquisition!
Tip 2: Design your customer journey from the beginning of the relationship.
It is the first time a customer is likely to hear of your customer promise and you need to make sure to meet or exceed your promise from your initial marketing right through to a heroic resolution after a complaint is made.
Tip 3: Don’t over-promise.
Trust can be affected when the customer expectations differ from the delivery. If you over promise and under-deliver, it creates a negative customer experience. If you under-promise and over-deliver, it creates a positive customer experience.
Tip 4: Do The Right Thing!
Always do the right thing for the customer. What’s good for the customer is good for the company.
Tip 5: Create a highly motivated CX Action Task Force.
Ensure that the CX Action Task Force is made up of dedicated staff, from different department and different seniorities. To deliver great CX, arm them with key benchmarks on how the company is currently performing in the eyes of the customer.
Tip 6: Design a clear Customer Promise.
The Customer Promise should not just engage the customer but is also motivating to all staff within the company.
Tip 7: Use CX for Differentiation.
CX is now the only way companies can differentiate themselves from competitors. Where customers can’t differentiate between the offerings, they will make their decision based on who offers the best experience.
Tip 8: When handling an issue, listen intently and solve the customer’s problem exceptionally.
When a company listens, the customer feels valued, respected, understood and their trust in the company grows. All of this leads to increased loyalty and a deeper emotional bond.
Tip 9: Turn problems into opportunities.
A Harvard Business Review study showed that that the customers who received an appropriate response to their negative tweet, were willing to pay more for a product or service from that company after the fact.
Tip 10: Empower Staff
Provide the right tools and empowerment for your staff. This creates trust which is a great motivator for them to carry out their tasks exceptionally.
Tip 11: Delivering CX Excellence Reduces Costs.
Acquisitions Costs, Costs to Serve, Recruitment and Training costs are all reduced when you invest in CX.
Tip 12: Keep your language simple.
When companies use complicated words and jargon, customers may start to believe that the company they are dealing with have something to hide.
Tip 13: Personalise Customer Experience (CX).
Using the customer’s name, actively listening and making the customer feel special will help build trust and loyalty.
Tip 14: Customers are busy, so make their time with you as pleasurable as possible.
Ensuring that customers don’t have to do all the work themselves, keeping the process down to three steps and letting the customer speak to someone after no more than 2 minutes will have a great impact on customer satisfaction scores.
Tip 15: Show Empathy at every step of the customer journey.
Understanding each customer’s circumstances and being able to deliver the right emotional response to improve things for the customer, will build a strong emotional bond.
Tip 16: Educate your staff about timings.
When you educate your staff about timings for different processes and empower them to inform the customers of updates, there is confidence and consistency in how they inform and manage customer’s expectations, which creates trust.
Tip 17: Utilise feedback to your advantage.
Customer complaints and feedback offer a huge opportunity for companies to identify issues and design better solutions.
Tip 18: Invest in Employee Experience.
When you invest in EX you will ensure that your employees are happy to help customers, stay with you longer and recommend the company to their friends and family.
Tip 19: Don’t Overuse Technology.
Technology is there to make it easier for the customer and not for the company!
Tip 20: Get the CEO Buy-In
The first stage for any company to deliver CX Excellence is the CEO Buy-In. CEOs need to support CX Excellence, understand that CX can help differentiate the company and that it increases profitability.
If you would like to learn more and become a high;y skilled, fully qualified CX professional, enrol today in our Professional Diploma or Certificate course.
