How to create an amazing customer experience

Author: Saransh Gupta

Date: 23rd November 2020

"Today's customers expect a truly enhanced customer experience. This means that your company, brand, and experiences are not just in competition with other companies in your category, but they're in competition with everyone."

In general, customer experience is a relationship that a person experiences when he/she purchases a good or service from a particular business. Whether you are buying a branded shoe from a Nike showroom, or Digital Marketing service from a Marketing Agency ,customer experience is involved in everything. Companies that focus on customer experience create a better image in the minds of the customers resulting in higher profits and success in generating a loyal customer base. The impact and effect you create on a customer will result in either an up growth or a downfall of your business. According to the 2020 Digital Marketing Trends, the most exciting opportunities for businesses is Customer Experience.

Importance of Customer Experience

Customers are the makers or deal-breakers of your business. Loyal customers will promote your business amongst their friends and family, as they trust your products and reliable services. According to a global study, 75% of senior business managers think that Customer Experience decides whether a customer would be loyal to your business or not. In simpler terms, the happier a customer stays with your products, the more likely they are to reconnect with you as customers. The better the customer experience you provide, the more your business will succeed and grow. Being one of the best Digital Marketing companies in Delhi, we make sure to focus on creating a remarkable customer experience. In this blog, we will be telling you tips on creating an amazing customer experience for your customers.

“Today's customers expect a truly enhanced customer experience. This means that your company, brand, and experiences are not just in competition with other companies in your category, but they're in competition with everyone."

In general, customer experience is a relationship that a person experiences when he/she purchases a good or service from a particular business. Whether you are buying a branded shoe from a Nike showroom, or Digital Marketing service from a Marketing Agency, customer experience is involved in everything. Companies that focus on customer experience create a better image in the minds of the customers resulting in higher profits and success in generating a loyal customer base. The impact and effect you create on a customer will result in either an up growth or a downfall of your business. According to the 2020 Digital Marketing Trends, the most exciting opportunities for businesses is Customer Experience.

Importance of Customer Experience

Customers are the makers or deal-breakers of your business. Loyal customers will promote your business amongst their friends and family, as they trust your products and reliable services. According to a global study, 75% of senior business managers think that Customer Experience decides whether a customer would be loyal to your business or not. In simpler terms, the happier a customer stays with your products, the more likely they are to reconnect with you as customers. The better the customer experience you provide, the more your business will succeed and grow. Being one of the best Digital Marketing companies in Delhi, we make sure to focus on creating a remarkable customer experience. In this blog, we will be telling you tips on creating an amazing customer experience for your customers.

(1) Politeness is the Main Ingredient

"It's not what you say, it's how you say it"

To provide an enhanced customer experience to customers, politeness forms one of the major ingredients. Consider that a person contacts your Marketing Agency to inquire about your Digital Marketing packages. Now, would they be likely to comprehend and purchase your offerings if your executive talks in a rude manner or politely and engagingly?

Taking politely helps you to form a good image of your business in the mind of the person and motivates them to become your customer. This can help increase your Engagement Rate and a happy customer base. The happier your customers are, the more loyal they remain.

Politeness is one of the basic etiquettes one needs to follow for enhanced customer experience and forming of a loyal customer base. It helps you form an emotional connection with your customers making them loyal to your firm and your brand ambassadors. Some of the best ways through which you can form an emotional bonding with your customers are:

"Give them a sense of comfort and order by providing convincing answers to their questions and keeping yourself organized. Assist them in developing confidence in your product. This can be done through efficient communication.

"Provide customers with a delightful experience through unexpected offerings such as deliveries before date, amazing discounts, loyalty reward programs, and much more.

"Keep all promises you make to your customers, as they are vital in budding a relationship of trust and loyalty. Be responsive, available, and honor your commitment at all times.

(2) Understanding the Buyer's Persona

“The first step in exceeding customer expectations is to know those expectations"

One of the key steps for creating an amazing customer experience is by understanding who the customers of your business are. You need to dive a bit into researching details about your target customers such as their age groups, their preferences, their needs, wants, and much more. In layman's term, this is known as a buyer's persona. A buyer's persona helps you connect and engage better with your customers and enable you to provide them with what they want.

For eg. If you are a Digital Marketing Agency, you would need to analyze who your target customers are and what their personas would be. You would need to pay close attention to their age, gender, city, country, career, problems, needs, pain, their daily routines, hobbies, define how they can find you, and which places are they gathered on the internet.

As per an estimate, 1 in 3 customers leaves a brand just after one bad experience. Thus, you need to try to deliver satisfactory solutions every time to your customers.

Creating a buyer's persona doesn't just enhance customer experience but also make your business more customer-centric.

(3) Train team members for better customer experience

You might know how to keep your customers happy, engaged, and loyal to your business. However, you cannot talk to all customers personally. Thus, you need to train your employees who would talk directly with your customers, ways to develop an efficient customer experience. You need to train them efficiently to handle calls, maintaining a quality framework, and enhancing customer experience by answering all their queries with patience and in an optimistic tone.

You can focus on the development and training of your team through guidance, coaching, eLearning (especially in current times), and group training. The efficient your team is, the better the customer experience will be.

(4) Utilize Marketing Tools

Technology can be an efficient partner when it comes to the creation of amazing customer experience. There are plenty of marketing tools available online which you can utilize for a better understanding of customers and optimizing the customer experience. There are monitoring tools that will perform in-depth analysis and let you know whether your strategy is working or not. This way you can focus on creating a customer-centric strategy for the satisfaction of customers. Some of the best marketing tools available online are:

"Google Analytics

"Zoho Help Desk

"Zoho CRM

"Social Media Automation

(5) Capture valuable customer Feedback