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Creating Customer Experience: A New Wave of Change

The actual question that keeps going in your mind back and forth like a pendulum is how you do that? While there is a plethora of tactics, ideas, strategies in your head, sometimes it becomes hard to decide the starting point? What do you focus on?

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Creating Customer Experience: A New Wave of Change

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  1. Creating Customer Experience:A New Wave ofChange DoyouwanttogrowyourBusiness?Ofcourse,youdo. The actual question that keeps going in your mind back and forth like a pendulum is how you do that? While there is a plethoraoftactics,ideas,strategiesinyourhead,sometimesit becomeshardtodecidethestartingpoint?Whatdoyoufocus on?

  2. Especially in the ever-growing IT industry where new businesses and entrepreneurs are booming every day, your business should leave a powerful impact on customers to becomesuccessful. When you own a business you might be working withmultiple companies that handle your business operations from development to marketing. As they have their own specialties. But there will be instances where your web partners will have to collaborate on multiple projects and keeping them aligned can be a bit trickier for you. Sometimes their methodologies might not match with each other creating conflict which can delay yourprojects. Your development team might not agree with the suggestions that your marketing company feels are best suitable. So, what you cando? The best solution to avoid suchcringe-worthy and unproductive situations are to find a solid web partner who works on all the aspects simultaneously. The industry experts call this methodology “CX”. A firm that will that does it all! Might seem like an unrealistic suggestion but we know what we are talkingabout. Read ahead and by the end of this blog, you will be agreeing with us onall fronts.

  3. What isCX? CX aka Customer Experience is how a customer interactswith the company throughout the customer lifecycle. Customer experience focuses on how a particular customer feels during the interaction with the brand. And don’t confuse customer experience with the interaction customers have with the customer serviceteam. Customer service is definitely an integral part of customer experience but that’s not the only thing. When we say customer’s interaction with the brand that means we are talking about all the touch points. How your customer navigates on your website, how he makes a purchase, how your product team onboard them, how you educate them throughout the sales lifecycle, and lastly if anything goes wrong,howyourcustomerserviceteaminteractswiththem. All these interactions put together makes up for the customer experience. To create a proper customer experience for your customers, youwillhavetothinkastepahead. As rightfully said by Steve Jobs: You can't just ask customers what they want and then try to give that to them. By the time yougetitbuilt,they'llwantsomethingnew.

  4. Youhavetogetinthebrainsofyourcustomersandfigureout whatitistheyneedorwhattheyaredoingwhichcanbedone in a more efficient way. And that’s how you create a delightful customerexperience. Customers have afickle nature. They would easily switch to another brand if they do not feel delighted. It will cost you an arm and a leg and ultimately impacts negatively onyour brand. Therefore, enterprisesare considering working with companies who can create a customer experience that will increase the customers brand loyalty resulting in increased sales and brandvalue. As per the studies from salesforce, 75% of customers expect a consistent experience whenever they engage withyour business.Anotherstudystatesthat,81%of recognize customer experience as a differeantiator. companies competitive Basically,whatwearesayingisthatfindacompanywhichcan develop your website or app in accordance with the expert marketinginputshelpingyoucreateanexperience. An experience worthcoming back to!

  5. Understanding CX at a deeperlevel: When you strive for the success of your services or any product, in particular, all the elements should be in alignment andsynchronized.AndCXisanumbrellawhichinvolvesallthe essentials mandatory to make any venture a success. Let’s understandhowatadeeperlevel. CX forms a whole journey of customers and is composed of various touchpoints for the entire process. Starting from the Development, User experience(UX), Branding, Marketing, Project proposals, Invoices, Social Media and so on. Reasonably one can say that it focuses on all the elements for a particular spanof time. According to the data, CX improves profitability. In fact, the revenue of businesses with great CX is 5.1 times more than a normal business. A business with great CX impacts positively on higher retention rate, new customers, cross-sell, upsell, employee acquisition costs etc. Another study state that customersare4.5timesmoreinclinedtopaypremiumpricing if their overall experience isexcellent. So, what we are trying to say here is that the more effort you put into your customers, the more they will give back to your brand.

  6. CX: Creating an Impactful CustomerJourney It’s up to you how you want to navigate your customers into your sales funnel. But make sure you form it in a circular loop where your customer is coming back to your brand for a particular product/service. You can decide on an ideal customerjourneyfromthebeginning.Itwouldlooksomething likethis: Exposure toofferings ClickAction PurchaseRequirements ThePurchase Support Exposure toofferings Here, the most important last step is depended on the first one. It includes the impression of a brand which creates an image to make them visit your website again. This can be possible only when all the interactions with your brand createsapositiveexperienceforyourcustomers.

  7. How to GetThere? Itallstartswithaclearvision.Haveaclearideaabouthowyou want to elevate your CX to a certain level. Your development firm can help you to assess what your current CX is like and whichareasneedimprovement.Immediately. One of the major rewards of working with a firm that can create “Customer Experience” is that you can align your marketing and development efforts. Because even if you have a website which provides a complete superior experience, but is falling short from the marketing efforts you won’t be ableto identify the root cause and you might experience downfalls in yourbusiness. Asdigitalmarketingservicesareaprimepartof any successful business, you need to make sure that you present a well-dressed picture of your business on allfronts .i.ewebsite,socialmedia,emails,customerservice,etc. For more information on this topic, you can get in touch with us or simply drop a comment to this post. Let’s create a foundation for your business that allows your customers to experience thespectacular digital experience, which eventually grows yourbusiness. This Linkedin Article is Originally Posted here: https://www.linkedin.com/pulse/creating-customer-experi ence-new-wave-change-maulik-shah/

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