9 Fail-safe Ways for Businesses to Improve Customer Experience
Creating a winning customer experience can make for a significant competitive advantage for businesses. On the other hand, providing an inferior one can tarnish chances for your company for good. According to a study by Gartner, 81% of businesses expect to create a competitive advantage based on customer experience. Increasingly advancing technology requires companies to come up with solutions that can make CX more wholesome and satisfying. From providing fast customer service to automating business verification procedures, there are numerous ways a company can provide an exceptional customer experience. Although improving CX may seem an obvious point of scoring, a lot of businesses still fumble around getting it right. Nonetheless, figuring out ways to enhance experience can be challenging and implementing them even more so.
CX matters for a number of reasons, the foremost of which is the fact that it can be solely responsible for driving up revenues for a company. 60% of consumers are willing to pay more for better customer experience. This alone should be enough for companies to take steps to provide a better overall experience to customers. Some of the best ways for businesses to improve customer experience are;
1. Take Time to Understand Your Audience
Understanding your audience is the first step towards providing the best product or service in the market. Take time to understand your customer – their perceptions, motivations, preferences and concerns. It can give you an in-depth idea about what your customer wants and help you to create a product centred around their needs. This can be done by interviewing sales and customer service teams and inquire about what concerns customers the most about their services. Market surveys and focus group studies can be a lot of help as well.
2. Develop Customer Experience by Working Backwards
The founder of Apple, Steve Jobs upheld the fact that companies should focus on working backwards from customer experience to the development of technology. The first step in initiating this is to list down every stage of the CX and where the customer is most likely to be impressed. Each of these should be worked on individually to create a better CX, as well as pushing the company’s USPs in the process. The next focus should be for businesses to resolve genuine issues faced by customers in using their products or service. Companies must continue to tweak their service offerings in order to increase satisfaction.
3. Increase Personalisation for Customers
In the day and age of online businesses, the importance of personalisation has increased tenfolds. Customers now expect their services to be customised. Companies that make an effort to provide customised products and services are more likely to develop a better overall CX. Increased personalisation gives a sense of ownership to customers about their services and gives them a feeling of being valued by the company.
4. Implementing Automated Business Verification
Companies, particularly online businesses, frequently become victims of internet frauds including identity theft and credit card fraud. This causes businesses to face chargebacks and fines, resulting in losing revenues. Not to mention, the reputational damage caused by not implementing with proper customer verification procedures. However, with a business verification service like Shufti Pro, businesses can automate their KYC (Know Your Customer) verification procedures. Implementing digital ID verification can not only ensure a smoother onboarding or transaction process for customers but can also improve the accuracy of the process. Businesses can choose to either verify their customers through identity verification or phone verification, depending on their requirements. Through an automated system for fraud protection, companies are able to provide a seamless CX for customers. Instant identity verification also reduces hassles for customers to avoid long authentication processes.
5. Appreciate Your Customers
While a lot of companies have ways to identify repeat customers, not all of them make use of such information to enhance their CX. Simple appreciation e-mails or personal messages often suffice in such cases. Simple thank you e-mails for returning again to the store can go a long way to make customers feel special. For a business looking to go the extra mile, sending discount offers, coupons and vouchers can be a great marketing tool for enhancing the client experience. More loyal customers should be made part of special programs that allow them to access amenities and discounts that other customers don’t get.
6. Provide Seamless Customer Support Services
Customer services is an integral part of exceptional customer experience. Developing customer service teams is no longer enough. Using tools that can help enhance support services is equally important. Customer support services are now available that can help sales and support teams manage leads and respond to them effectively. Automated chat tools allow companies to provide round the clock customer service and enable them to save costs for hiring elaborate support teams. AI-enabled chatbots also collect data from customer interactions to analyse it to provide better insight into what problems are commonly faced by them and what improvements can be made in services or product design.
7. Respond to Customer Needs and Feedback
Customers can be very expressive about their needs, however, it takes an attentive business to listen and fulfil those needs. According to studies, nearly 80% of companies think they are being attentive to customer needs, while only 8% of their customers agreed with them. It is, therefore, important to receive feedback from customers through different channels including social media, feedback surveys and chat support. People are particularly active on social media these days. It is important for businesses to check what their customers think of them and their service, and look for holes where it can be improved.
8. Build a Meaningful Brand Personality
Every marketing manager is aware of the importance of building a brand. Positioning a brand and building a personality around it the way you want can be one of the most challenging tasks in marketing. While there may be a lot of other equally decent smartphones, there is a reason why brands like Apple and Samsung have a good enough consumer perception to generate massive revenues. Both Coca Cola and Pepsi have a loyal customer base, despite offering potentially the same product. It is because they provide a memorable experience and have made the effort to build a lasting impression of their brand. Whether they know it or not, people want to be linked to a brand they can relate to or remember.
9. Leverage Technology to Improve Customer Experience
Modern technology tools have been instrumental in helping companies build exceptional CX. AI and machine learning tools have enabled businesses to interact with customers 24/7, implement more robust fraud protection, increase engagement with customers across different channels. With the market flush with millennial users and people becoming increasingly used to mobile devices and tech-based tools, improving CX by leveraging AI and other modern tech tools, seems only sensible. Customers now expect their services to be fast and their experience to be effortless. Building advanced tech interfaces can only help businesses in providing that experience to customers.
How does Shufti Pro Help You Enhance Customer Experience
Ever gone through long and arduous onboarding procedures in banks? Or has your business faced chargebacks and fines as well as reputational loss due to insufficient fraud prevention measures? Or worse, faced legal ramifications for not properly verifying the age of your customer online. All this can be extremely detrimental for a company’s customer experience. Shufti Pro is an all in one tool that can help you verify your business as well as provide a fast onboarding process for your clients. It can also provide age checks and address verification services for online businesses.
hufti Pro provides business verification services through an AI-powered tool that has been monumental for many businesses in improving their CX. You can now secure your business by providing instant identity verification services to verify users. Businesses can now provide seamless onboarding procedures by performing automated KYC verifications and AML screenings.
Shufti Pro will also help you keep out fraudsters by verifying customers in real time through ID verification and facial recognition checks. Online businesses can also verify billing and shipping addresses through its address verification feature. With its universal language support, Shufti Pro is able to provide global business verification services. It is the perfect tool for businesses to reduce hassle for customers and provide valuable customer experience.