{"id":31893,"date":"2019-11-12T09:08:25","date_gmt":"2019-11-12T08:08:25","guid":{"rendered":"https:\/\/enreach.es\/blog\/7-ways-to-create-a-great-customer-experience-strategy\/"},"modified":"2023-12-13T12:29:56","modified_gmt":"2023-12-13T11:29:56","slug":"7-ways-to-create-a-great-customer-experience-strategy","status":"publish","type":"post","link":"https:\/\/enreach.es\/en\/blog\/7-ways-to-create-a-great-customer-experience-strategy\/","title":{"rendered":"7 Ways To Create A Great Customer Experience Strategy"},"content":{"rendered":"<p>Companies that successfully implement a customer experience strategy achieve higher user satisfaction rates, lower customer turnover and higher revenues.<\/p>\n<h5><strong>What Is The Customer Experience?<\/strong><\/h5>\n<p><strong>Customer experience (CX)<\/strong> is defined by the interactions between a user and an organization throughout their business relationship. It is an integral part of Customer Relationship Management (CRM) and the reason for its importance is because <strong>a user who has a positive experience with a company is more likely to become a loyal customer<\/strong>.<\/p>\n<p>In fact, according to a study by Oracle, 74% of managers believe that customer experience affects user loyalty. Therefore, it is important to invest in it to maintain and increase its loyalty to companies.<\/p>\n<p>The happier a user with a brand is, the longer he will stay with it. This is why organizations that offer a superior omnichannel customer service experience outperform their competitors.<\/p>\n<h5><strong>How Is The Customer Experience Different From The Customer Service?<\/strong><\/h5>\n<p>In most cases, the first point of contact of a user with a company is through interaction with an employee. This gives organizations the opportunity to offer excellent customer service.<\/p>\n<p>However, customer service is only part of the entire customer experience. For example, if a user reserves a vacation by phone and the person he is talking to is friendly and helpful, it is a good customer service. However, if the hotel improves the room, that is an excellent customer experience.<\/p>\n<p>Like most things in today&#8217;s market, <strong>the customer experience has changed: it is more than a person-to-person service and, thanks to technology, companies can connect with their users in new ways<\/strong>.<\/p>\n<p>For example, using <a href=\"https:\/\/www.masvoz.net\/products\/cloud-contact-center\/integration\/\"><strong>CRM software<\/strong><\/a>, companies can view user history and predict their future needs even before the customer knows they need it. <strong>Having the ability to predict a future need allows you to be proactive and attentive, which means that the organization can do things like<\/strong>:<\/p>\n<ul>\n<li>Provide related products based on purchase history.<\/li>\n<li>Create \u201cpersonalized\u201d email marketing campaigns.<\/li>\n<li>Understand the user&#8217;s 360-degree view.<\/li>\n<li>Customer service remains as important as ever, but it is no longer the sole objective of the customer experience. Now, it offers <strong>new ways to strengthen relationships with users through technological advances<\/strong>.<\/li>\n<\/ul>\n<h5><strong>How Important Is The Customer Experience?<\/strong><\/h5>\n<p>A company cannot exist without its customers, and this is the reason why organizations are focusing on retaining existing users.<\/p>\n<p>According to a survey conducted by Bloomberg Businessweek, <strong>offering excellent customer experience has become a major strategic objective<\/strong>. And a recent IQ survey on user management found that 75% of executives and customer experience management leaders rated it with a \u201c5\u201d on a scale of 1 to 5 (5 being the most important).<\/p>\n<p>The challenge here is that, although it is a high priority, many companies are failing. When Bain &amp; Company asked organizations to rate the quality of the customer experience, 80% believe they are offering a superior experience. While <strong>only 8% of users think they are receiving an excellent customer experience<\/strong>.<\/p>\n<p><strong>User expectations are rising and are faster than the speed with which companies can improve their experience as customers<\/strong>. So how can organizations create an excellent customer experience?<\/p>\n<h5><strong>7 Ways To Create A Great Customer Experience Strategy<\/strong><\/h5>\n<h5><strong>1) Create A Clear View Of The Customer Experience<\/strong><\/h5>\n<p>The first step in a customer experience strategy is to have a clear and user-centered vision that can communicate with your organization. The easiest way to define this vision is to create a set of guiding principles.<\/p>\n<p>Once these principles are in effect, they will boost the behavior of the organization. <strong>All team members should know them by heart and should be integrated into all areas of training and development<\/strong>.<\/p>\n<h5><strong>2) Understand Who The Customers Are<\/strong><\/h5>\n<p>If the organization is going to understand the needs and wishes of the customers, the customer service teams must be able to connect and empathize with the situations they face.<\/p>\n<p><strong>One way to do this is to segment users and create a buyer person profile<\/strong>. By creating these profiles, agents can recognize who they are and understand them better.<\/p>\n<h5><strong>3) Generate An Emotional Connection With Users<\/strong><\/h5>\n<p>The best customer experiences are achieved when an agent creates an emotional connection with a user. According to research conducted by the Journal of Consumer Research, <strong>more than 50% of an experience is based on an emotion, as emotions shape the attitudes that drive decisions<\/strong>.<\/p>\n<p><strong>Users become loyal because they are emotionally attached and remember how they feel when they use a product or service<\/strong>. A company that optimizes for an emotional connection surpasses competitors by 85% in sales growth.<\/p>\n<h5><strong>4) Capture User Comments In Real Time<\/strong><\/h5>\n<p>How to know if a good customer experience is being offered? By asking or capturing comments in real time. For example, <strong>it is very important to use live chat tools to have real-time conversations with users and, at the end, send a follow-up email to each client and include post-interaction surveys<\/strong>.<\/p>\n<p>It is also possible to make outgoing calls to users for more accurate comments. It is also important to link customer comments with a specific customer service agent, to show each team member the difference they are making in the business.<\/p>\n<h5><strong>5) Use A Quality Framework For Team Development<\/strong><\/h5>\n<p>Following the steps above, companies can know what users think about the quality of service compared to the defined customer experience principles. After this, it is necessary to <strong>identify the training needs for each individual member of the customer service team<\/strong>.<\/p>\n<p>Many organizations evaluate the quality of telephone communication and via email. However, a quality framework takes this evaluation one step further, by programming and tracking the <strong>development of the teams through training, online learning and group training<\/strong>.<\/p>\n<h5><strong>6) Act On Agent Comments<\/strong><\/h5>\n<p>Most organizations have an annual survey process where they capture the general comments of the team: what is their level of commitment, what is the company&#8217;s ability to offer exceptional customer service &#8230; But what happens in the 11 months between these survey periods?<\/p>\n<p>Usually nothing happens. And <strong>this is where the agents&#8217; feedback can play a key role using tools that allow them to share ideas on how to improve the customer experience<\/strong>; and that supervisors and managers see how the staff feels towards the organization. For example, using project management software or social media tools, you can create a closed environment where the company can leave comments.<\/p>\n<h5><strong>7) Measure The ROI By Offering An Excellent Customer Experience<\/strong><\/h5>\n<p>And finally, how do you know if all this investment in equipment, processes and technology is working and paying off? The answer is in the results of the company. <strong>Measuring customer experience is one of the biggest challenges facing organizations<\/strong>, which is why many organizations use the \u201cNet Promoter Score\u201d or NPS, which collects valuable information by asking a single direct question: \u201cWould you recommend this company to a friend or relative?\u201d<\/p>\n<p><strong>The NPS is a very suitable benchmark for a customer experience metric because many companies use it as the standard measure<\/strong>, since it is simple to implement and measure.<\/p>\n<p>In conclusion, as the user becomes even more empowered, the importance of the customer service experience increases.<\/p>\n<p><strong>Customer experience is an area that needs constant care<\/strong> and, with a greater focus on their strategy, companies will have a positive impact on user loyalty, greater retention and greater revenue growth.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Companies that successfully implement a customer experience strategy achieve higher user satisfaction rates, lower customer turnover and higher revenues. What Is The Customer Experience? Customer experience (CX) is defined by the interactions between a user and an organization throughout their business relationship. It is an integral part of Customer Relationship Management (CRM) and the reason&#8230;  <a class=\"excerpt-read-more\" href=\"https:\/\/enreach.es\/en\/blog\/7-ways-to-create-a-great-customer-experience-strategy\/\" title=\"Read 7 Ways To Create A Great Customer Experience Strategy\">Read more &raquo;<\/a><\/p>\n","protected":false},"author":1,"featured_media":31894,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[5191],"tags":[],"class_list":["post-31893","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-smart-contact-center"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.7 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>7 Ways To Create A Great Customer Experience Strategy - Enreach ES<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/enreach.es\/en\/blog\/7-ways-to-create-a-great-customer-experience-strategy\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"7 Ways To Create A Great Customer Experience Strategy - Enreach ES\" \/>\n<meta property=\"og:description\" content=\"Companies that successfully implement a customer experience strategy achieve higher user satisfaction rates, lower customer turnover and higher revenues. 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