Here are 3 reasons why investing in an enhanced Customer Experience will improve your business.
The fast evolution of digital transformation has resulted in a far more knowledgeable and demanding customer base. In order to win their loyalty, organizations must prioritize having a good digital customer experience (CX) strategy.
According to a survey done by American Express, 86% of customers are willing to pay more for a better experience.
Businesses that successfully adopt a customer experience strategy obtain higher customer satisfaction, lower customer churn rate, and improve revenue.
Why Your Business Should Invest in CX
Customer experience refers to how your consumers perceive your company's engagement throughout their customer journey. These perceptions influence their behavior and motivate their loyalty, and according to SuperOffice, there are 3 pivotal reasons that drive such investments.
In order to improve sales, retention, and satisfaction, it is important to engage with your customers. You need to invest in long-term relationships since understanding who they are allows you to provide a more personalized experience throughout the entire customer journey.
What Makes a GREAT Customer Experience Strategy?
A great CX takes place when businesses focus on pleasing consumers. In other words, it means paying attention to what customers are asking for and understanding what they need.
Here are 5 insights that will help your business provide a great CX:
- Don’t Waste Their Time
Time is crucial in every aspect of life. No one wants to feel that they are wasting their time waiting. Removing the frustration that comes as a result from long wait times is a major point of interest for any business looking to improve the Customer Experience.
An excellent CX starts with understanding their journey and prioritizing their needs, as well as the importance of responding as fast and as appropriately as possible.
A Queue Management System helps customers manage their time and schedule their appointments from anywhere at any time. Moreover, it will provide them with the information they need before, during, and after their appointment.
With ACF Technologies’ Queue Management System, any organization can provide customers with easy solutions that will enhance their experience.
- Provide Effective Communication
A smart system automatically notifies customers of the estimated wait time for their appointment in their device of preference, allowing them to spend that time as they see fit rather than sitting in a waiting room.
Through push notifications, kiosks, and digital signage, every customer will have access to the information they need, resulting in higher satisfaction rates and reduced no-shows.
- Omnichannel is Key
With the multitude of communication channels that are out there, is crucial to provide an omnichannel experience. Each customer has their preferred method of interacting with a business. Make sure your business has several options that will benefit all of your customers.
Our solutions offer multiple communication channels such asself-service kiosks, email, SMS, and even the world's leading messaging app, WhatsApp.
- Enhance Human Interaction with Technology
Smart software solutions help save time and provide faster results, but customers still need to have balance between technology and human interaction.
Your staff members are key in supporting a balanced customer experience. They represent the brand, and it is critical to teach them how to have meaningful connections with customers and to equip them with technologies that enable seamless transitions between online and in-person experiences.
- Learn from Your Customers by Listening to Their Feedback
According to the founder of ThinkJar, Esteban Kolsky, 72% of customers will tell 6 or more others about a favorable experience. If a customer is dissatisfied, 13% of them will tell 15 or more others about their bad experience.
In these cases, the challenge is that most customers do not express their dissatisfaction. In fact, only one out of every 26 dissatisfied consumers complains about a business they interact with.
For many businesses, the absence of negative feedback indicates satisfaction. Yet, as the research indicates, this is not the case.
Their expectations are at an all-time high, making it difficult for businesses to meet and surpass them.
Through Customer Feedback, organizations can gather real-time data while allowing them to rate their experience through kiosks, USSD, SMS, QR codes, call centers, and emails.
At the same time, the collected data is displayed in intuitive dashboards and reports each business can use to identify the key trends and make the necessary changes.
At ACF Technologies, our goal is to help your business provide a differential CX that your customers and brand can rely on and learn from.
To learn more about how we make it possible, schedule a demo with one of our experts.