Improving the Customer Experience – 6 Essential Tips

Improving customer experience should forever be one of the prime directives of any company. It does not matter what any given service or product is, or what the target demographic is, regardless of age race or nationality, customer experience should forever be the primary goal with which standards of quality and efficiency are measured. This includes a number of variables, and as such, includes the quality of the product, as well as the effectiveness with which a demographic is catered to.

As a result, customer experience has become a bit of a science in and of itself, but one that is mystifying to many companies. This is why so many companies failed when it comes to customer experience, and why many companies ultimately go under. There are so many accounts of companies that have agreed identity, as walls a great product or service which fall short because of their customer experience. That shouldn’t be allowed to continue, but it’s nobody’s fault when it happens. As a result, we feel we would be remiss if we didn’t discuss some of the ways for improving customer experience in the modern age.

Today, we’re going to talk about six of the most important factors to accomplish this, and why so many companies fail to heed this advice. Anyone reading this should pay close attention, because even if your customer experiences exemplary, you are absolutely mistaken if you assume that there is not room for improvement, as there forever shall be.

#1 – More Effective Customer Service

Customer service is one of the primary things through which a company is judged. As said a moment ago, a company can have an amazing product or service, as well as a widely embraced identity, and still fall short. Often, this is a result of four, or non effective customer service.

The thing is, a problem or question is always going to arise with some percentage of customers. They may be unsure of billing, capabilities of a product or service, or something may quite simply break or not meet the expectations of a may have even mistakenly had to begin with. When this happens, they will wish to contact your company and address this.

Remember, from the eyes of the customer, this is an absolute crisis. As a result, they will wish for this to be resolved, or for their questions to be answered rather quickly, and they want definitive resolutions or answers at that. When they are on hold with a phone line, or they have to navigate complicated menus, or wait out lengthy help desk systems, they become quickly frustrated. They will deem your company not worth the hassle, own leisure services unique specifically to only your company, and that no alternatives are available. When this happens, this is not good customer experience. So, when your customer experience is showing itself to be less than standard, the first thing to always look at is customer service. If you’re using a help desk system, or a telephone customer service system, chances are the hold times, menus or response times are unacceptable, and something must be done for this.

#2 – Better Demographic Targeting

But other problem may be that you simply are reaching the demographic that you are intending to. If you are reaching out to a very broad, and big demographic range, then the customer experience is going to be hit or miss. This is for a number of reasons, the primary being that the service or product which you’re providing may not be ideal for a broad population.

Even companies that provide a product or service widely accepted by the general population do in fact normally select a specific set of demographics which they target when designing, marketing and identifying their product or service. Otherwise, the core demographics would find their product or service a particularly suited for them.

So, if your customer experience isn’t up to snuff, and your customer service is as ideals and possibly can be, reconsider your demographic targeting. Are you reaching out to two broad of a target, or do you not have an ideal demographic, or set of demographics picked out to begin with? These are problems that a lot of companies suffer with, and which are the downfall of many of these companies as well.

#3 – Incentives

Incentives are another problem. This is a shared problem with success of customer base, as well as what has come to be known in many fields as churn rate. Customers need to feel an incentive in order to remain loyal, and this incentive subconsciously becomes part of the customer experience.

Customers need to feel appreciated, and they need to feel a reason to not drift to competition which may offer similar, equally viable services or products. If you’re not offering incentives for them to remain, this will contribute to their view, be a positive or negative, of their customer experience with your service or product, as well as your overall company image.

These incentives are entirely up to the company, but they are important nonetheless.

#4 – Diversity

A mistake many companies make, which can cause for poor customer experience, is lack of diversity or flexibility in a product or service. While a core demographic is something important to target, it’s inevitable that a wider range of people will be drawn to a product or service.

When this inevitably happens, some flexibility or diversity will be necessary. Not every flavor or derivation of our product, or every type of account or functionality of a service will be ideal for all customers involved. If all customers feel bound to the same product or service, many are going to find themselves wondering if it is suited for them, and as a result, from their perspective, the customer experience is going to be negative.

It’s important to make sure that flexibility, or alternative there are variations of a product are worked into a design when a larger group of people with a higher level of diversity fills the slot of customer or user base.

#5 – Accessibility

Improving customer experience often boils down to accessibility. A service or product may seem for boating to some potential customers, or existing customers, due to complexity or abstractness of how it is presented or designed.

This is a specially prevalent software, but is not limited to it. But, if the above problems are not present, and they may in fact not beat, it may be due to over engineering or other issues preventing accessibility from being what it should be for a product or service. This can also contribute to four customer service, as Wells understanding of how to utilize a service or product as well.

#6 – Price Point

This is an obvious one, but one that bears mentioning. When a product or service is prohibitively expensive, this causes for bad customer experience. If a product or service is too expensive, or at least viewed as such by the customer, there are a few things that may contribute to this conclusion.

First, the customer may view the available features or usability or product or service as not justifying the cost. Another problem may be that competing providers offer the product or service for a lower expense, regardless of how exemplary your customer service or other facets may be in comparison to theirs. Finally, it may just be overall not accessibly affordable to average users. If this is an issue, consider the overhead and marketing model that you’re utilizing, and are likely culprits for the issue.

When it comes to improving customer experience, these are some of the more important factors to consider, and unfortunately, a lot of companies overlook these simple but extremely important factors when pondering why they are failing.

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Stefanie Amini
is Specialist in Customer Success and chief writer and editor of I Want It Now, a blog for Customer Service Experts. Follow her @StefWalkMe