7 Ways to Create a Great Customer Experience Strategy

7 Ways to Create a Great Customer Experience Strategy

Post summary:

  • Customer experience is the most exciting opportunity to businesses next year and the reason is simple; the companies that focus on customer experience reduce churn and increase revenues – leading to higher profits!
  • For many, customer service and customer experience are seemingly interchangeable. Yet, one is a single touchpoint with a brand, while the other impacts feelings and emotion, and encompasses the entire customer journey
  • The customer experience impacts all areas of your business, but how you get started? We provide you with 7 steps, along with examples and case studies to help you create a great customer experience strategy.

The Digital Marketing Trends Report by Econsultancy and Adobe asked companies to indicate the single most exciting opportunity for their organization in the upcoming year – and once again, the same answer came out on top.

Can you guess what the most exciting opportunity for a business is?

If you guessed ‘customer experience’ (or CX), you guessed right.

Most exciting business opportunity is customer experience

It’s no surprise that customer experience is a high.

Research by American Express found that 60% of customers are willing to pay more for a better experience.

While recently, the Temkin Group published a study and found that companies that earn $1 billion annually can expect to earn, on average, an additional $700 million within 3 years of investing in customer experience.

That’s a 70% increase in revenue within 36 months!

Put simply:

Companies who successfully implement a customer experience strategy achieve higher customer satisfaction rates, reduced customer churn and increased revenues.

What is customer experience?

Customer experience (CX) is defined by interactions between a customer and an organization throughout their business relationship. An interaction can include awareness, discovery, cultivation, advocacy, purchases and service.

Customer experience is an integral part of Customer Relationship Management (CRM) and the reason why it’s important is because a customer who has a positive experience with a business is more likely to become a repeat and loyal customer.

In fact, a study by Oracle found that 74% of senior executives believe that customer experience impacts the willingness of a customer to be a loyal advocate. And the customer experience statistics don’t stop there. If you want your customers to stay loyal, you have to invest in their experience!

How customer experience impacts customer loyalty

Simply put, happy customers remain loyal.

It makes sense, right?

The happier you are with a brand, the longer you stay with them. And so if you treat your customers poorly and ignore their customer service emails, then they are more likely to leave. This is why companies that deliver a superior omni-channel customer service experience outperform their competitors.

How is customer experience different from customer service?

In most cases, a customer’s first point of contact with a company is usually through interacting with an employee (either by visiting a store or by speaking on the phone). This gives your business an opportunity to deliver excellent customer service.

However, customer service is only one aspect of the entire customer experience.

For example, if you book a vacation on the phone and the person you are speaking with is friendly and helpful, that’s good customer service. Yet, if your tickets arrive early and the hotel upgrades your room, then that’s a great customer experience!

That’s how the two are different!

Like most things in today’s market place, customer experience has changed – it’s more than person-to-person service and thanks to technology, companies can connect with their customers in new and exciting ways.

For example, using CRM software, you can view customer purchase history and to predict future needs even before the customer knows they need it. Having the ability to predict a future need will let you be proactive and attentive and, it means you can do things like;

Customer service is still as important as ever, it’s no longer the sole focus of customer experience. Now, the customer experience brings new ways to strengthen customer relationships through technological breakthroughs.

How important is customer experience?

A business cannot exist without its customers, and this is why companies are focusing on how to win new business and perhaps more importantly, retain existing customers.

A survey by Bloomberg Businessweek found that “delivering a great customer experience” has become a top strategic objective. And a recent Customer Management IQ survey found that 75% of customer experience management executives and leaders rated customer experience a ‘5’ on a scale of 1-5 (5 being of the highest importance).

The importance of customer experience to organizations

The challenge here is that even though it’s a high priority, many companies are failing.

When Bain & Company asked organizations to rate their quality of customer experience, 80% believe they are delivering a superior experience. This is compared to only 8% of customers who believe they are receiving a great customer experience.

So how many brands are truly delivering an excellent customer experience?

Surprisingly, not too many.

In fact, less than half of all companies deliver a good (or better) customer experience.

Each year, the Temkin Group release their Customer Experience Ratings study.

By analyzing feedback from 10,000 consumers and recording their experience with over 300 companies, the latest report shows a decline in the number of companies that scored a ‘good’ or ‘excellent’ rating, down from 45% in 2017 to only 38% in 2018.

Customer experience ratings 2011 to 2018

Customer expectations are rising, and faster than the speed that companies can improve their customer experience. Customers expect every interaction, end-to-end, to be the best experience they have with any company – not just yours!

So, the question remains, how can your organization create a great customer experience?

7 ways to improve the customer experience

Let’s take a look at seven ways to create a great customer experience strategy to help you improve customer satisfaction, reduce churn and increase revenues.

1. Create a clear customer experience vision

The first step in your customer experience strategy is to have a clear customer-focused vision that you can communicate with your organization. The easiest way to define this vision is to create a set of statements that act as guiding principles.

For example, Zappos use their Zappos core family values and these values are embedded into their culture; which includes delivering wow through service, be humble and embracing change.

Once these principles are in place, they will drive the behavior of your organization. Every member of your team should know these principles by heart and they should be embedded into all areas of training and development.

2. Understand who your customers are

The next step in building upon these customer experience principles is to bring to life the different type of customers who deal with your customer support teams. If your organization is going to really understand customer needs and wants, then they need to be able to connect and empathize with the situations that your customers face.

One way to do this is to segment your customers and create personas. Try to give each persona a name and personality. For example, Anne is 35 years old; she likes new technology and is tech savvy enough to follow a video tutorial on her own, whereas John (42 years old) needs to be able to follow clear instructions on a web page.

By creating personas, your customer support team can recognize who they are and understand them better. It’s also an important step in becoming truly customer centric.

3. Create an emotional connection with your customers

You’ve heard the phrase “it’s not what you say; it’s how you say it”?

Well, the best customer experiences are achieved when a member of your team creates an emotional connection with a customer.

One of the best examples of creating an emotional connection comes from Zappos, when a customer was late on returning a pair of shoes due to her mother passing away. When Zappos found out what happened, they took care of the return shipping and had a courier pick up the shoes without cost. But, Zappos didn’t stop there. The next day, the customer arrived home to a bouquet of flowers with a note from the Zappos customer service team who sent their condolences.

Research by the Journal of Consumer Research has found that more than 50% of an experience is based on an emotion as emotions shape the attitudes that drive decisions.

Customers become loyal because they are emotionally attached and they remember how they feel when they use a product or service. A business that optimizes for an emotional connection outperforms competitors by 85% in sales growth.

And, according to a recent Harvard Business Review study titled “The New Science of Customer Emotions“, emotionally engaged customers are:

  • At least three times more likely to recommend your product or service
  • Three times more likely to re-purchase
  • Less likely to shop around (44% said they rarely or never shop around)
  • Much less price sensitive (33% said they would need a discount of over 20% before they would defect).

4. Capture customer feedback in real time

How can you tell if you are delivering a WOW customer experience?

You need to ask – And ideally you do this by capturing feedback in real time.

Use live chat tools to have real time conversations and when done, send a follow up email to every customer using post-interaction surveys and similar customer experience tools.

Of course, it’s possible to make outbound calls to customers in order to gain more insightful feedback.

It’s also important to tie customer feedback to a specific customer support agent, which shows every team member the difference they are making to the business.

5. Use a quality framework for development of your team

By following the steps above, you now know what customers think about the quality of your service compared to the customer experience principles you have defined. The next step is to identify the training needs for each individual member of your customer support team.

Many organizations assess the quality of phone and email communication, however, a quality framework takes this assessment one step further by scheduling and tracking your teams development through coaching, eLearning and group training.

6. Act upon regular employee feedback

Most organizations have an annual survey process where they capture the overall feedback of your team; how engaged they are and the businesses ability to deliver an exceptional service.

But, what happens in the 11 months between these survey periods?

Usually, nothing happens. And this is where continuous employee feedback can play a role using tools that allow staff to share ideas on how to improve the customer experience and for managers to see how staff is feeling towards the business.

For example, using project management software or social media tools, you can create a closed environment where your organization can leave continuous feedback.

7. Measure the ROI from delivering great customer experience

And finally, how do you know if all this investment in your teams, process and technology are working and paying off?

The answer is in the business results.

Measuring customer experience is one of the biggest challenges faced by organizations, which is why many companies use the “Net Promoter Score” or NPS, which collects valuable information by asking a single straightforward question:

“Would you recommend this company to a friend or relative?”

How to use VOC data and NPS to improve customer experience

NPS, which was created by Rob Markey and Fred Reichheld at Bain and Company, is a highly suitable benchmark for a customer experience metric because a lot of companies use it as the standard customer experience measurement. And the fact that it’s simple to implement and measure makes the NPS a favorite with company boards and executive committees.

Conclusion

Customer expectations are higher than ever and word of mouth travels fast!

And as the customer becomes even more empowered, it increases the importance of the customer service experience.

Customer experience is an area that needs constant nurturing and care and with a greater focus on customer experience strategy, companies will realize a positive impact on customer loyalty, higher retention and increased revenues.

P.S. Start improving your customer experience strategy right now by downloading seven free customer service email templates.

customer service email templates CTA

Customer Service

About Steven MacDonald

Steven MacDonald

Steven Macdonald is a digital marketer based in Tallinn, Estonia. Since working with SuperOffice, he has led the growth of the blog from 0 to 2.5 million visitors per year. You can connect with Steven on LinkedIn and Twitter.

93 Comments

Marika@RadiumCRM

about 5 years ago

Great post! I wanted to add that technology and particularly mobile are making measuring customer experience just a little bit simpler. There are a few Social Media Monitoring tools out there that can let you measure sentiment. And because of mobile you can get feedback very quickly if you have the right incentives in store or online. -Marika www.RadiumCRM.com

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Steven MacDonald

about 5 years ago

Thanks for the comment, Marika! Glad you liked the post.

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Sarah Garcia

about 4 years ago

Very well said. There needs to be a good customer experience strategy in order to adhere to a satisfied and happy customer which is surely going to benefit you in future. Thanks for sharing this.

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Steven MacDonald

about 4 years ago

Thanks Sarah, that's right!

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Vibha Gaonkar

about 4 years ago

Great read. I would also like to add another point to the customer experience strategy. Businesses can provide customers with personalized proximity experiences depending on their location at the store or restaurant. These types of experiences can be created using beacon technology and proximity technology platform. For example, when a customer walks into a store, he will receive a welcome message from the store and suggest him to buy things based on his last recorded purchase. The store can also send customer's messages based on the customer's immediate surrounding. This technology will also give the business a competitive edge along with brand loyalty as customers will return to the store for the great experience.

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Steven MacDonald

about 4 years ago

I like that idea, Vibha! Thanks for the comment.

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Riyaz

about 3 years ago

Hey Steven, This is probably the best ever article I read over the internet. Yes, you are roght that if you want to win the race, you have to first win the heart of the customers. If you have served 10 customers very good and unfortunately provide poor service to 1 customer. This single bad experience can ruin your reputation. So one have very conscious when it comes to customer satisfaction.

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Steven MacDonald

about 3 years ago

Riyaz, I am humbled by your comment. Thank you so much! And you nailed it, a single bad experience can really ruin a customer experience strategy, so it's important to make sure every customer has a great experience.

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Kate McCready

about 3 years ago

Great article Steven. The stats in here were really useful.

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Steven MacDonald

about 3 years ago

Thanks, Kate! Really appreciate your comment and I'm glad you found the stats useful.

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Gloria John

about 3 years ago

Excellent post! Some great points you mentioned to improve customer experience and for running a business it is a must. However if you are running an online business then the importance of customer experience becomes more. You can also add Single Sign-on solution to the list if you want to reduce the hurdles that users are facing while registering to the websites. It simply allows customers to login to multiple websites of the same organization by using single ID credential, thus, it saves time and improves customer experience too.

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Steven MacDonald

about 3 years ago

Great comment, Gloria! Thank you.

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Mirian Shade

about 3 years ago

Great article Steven! You covered almost everything in order to maximize the smooth customer experience. what comes first in the list is how you make your customers able to understand what you offer. This depends upon how much clear you are at your key skills and offering. Be transparent and don't confuse your visitors.

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Steven MacDonald

about 3 years ago

Well said, Mirian!

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Rachell D'silva

about 3 years ago

Very well said! One of the way, according to me, that can help quantify what your customers feel about your product/service is: Ask your customers - not just how much they like your product/service, but also what they didn't like. The best way to achieve this is to conduct online survey which is most effective and time-saving technique to work closely with your customers. In my opinion, survey tools are not just to gather feedback but also generate a variety of reports for analysis. These real-time reports can lend a great helping hand towards improving your product and providing a greater customer experience!

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Trent

about 3 years ago

Thanks Steven for some insightful points on customer experience!

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Joana Smith

about 3 years ago

Amazing post! Some best ways you’ve stated are to capture feedback in real time and act upon feedback regularly. Focusing on these points will certainly help to improve your customer's lifetime value. In my belief, feedback conducted via an online survey tools certainly assist in achieving consistency and increased customer satisfaction. They help to monitor and measure customer experience data and insights as well as improve customer acquisition and retention.

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Mimi Daud

about 3 years ago

Very good insight! and thanks for sharing those stats, its really helps to convince our top management on the way moving forward in terms of giving the best customer experience to our customers. One thing I would like to share is that we also have to take into account our customers' culture. Most of our customers still prefer the human touch compare to handling machine. Such as they prefer to talk to our call centre agents rather than talking to IVR or paying to our counters compare to online payment or kiosk. So having said these, it only shows that our customers service/experience have to be at the top level at all time. Your post indeed help me re-energize my team further towards reaching our division's vision - for our Organization to be the benchmark of others.

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Steven MacDonald

about 3 years ago

Glad you enjoyed the post, Mimi. Thanks for your contribution.

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Alina Dayton

about 3 years ago

It’s amazing to know the strategies of customer experience. It is essential for all the agencies to know their customer’s thought about their services and products. This can be done feedback and surveys and hence know users experience.

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Jay patel

about 3 years ago

Fantastic post about customer experience strategy! Thank you so much for this valuable post.

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Amy Elliot

about 3 years ago

Thanks, guys! Great article on customer experience strategy. Some good tips shared here to try out with our customers to improve their experience :)

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Kaminska Zakrzewska

about 3 years ago

Personalization is the new marketing. It is important to address the needs one by one. People have problems but the problems are different from each other.

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Kevin Dunthorpe

about 2 years ago

Through using project management software or social media tools, you can create a closed environment where your organization can leave continuous feedback. This is very informative article.

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Mattia Orsi

about 2 years ago

I think the best way to create a great customr experience is to give them best services possible. Best customer service ultimately leads to best customer experience.

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Richard

about 2 years ago

Steven, thanks for sharing these awesome CX tips with us!

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Albert Brooks

about 2 years ago

Whoa, that's what I call the useful CX article! Thanks for sharing!

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Mark Sten

about 2 years ago

Excellent article Steven. I would like authorization to use some of the content and images on my PPT presentations used for educational purposes only. I am an instructor at UCLA Extension and teach marketing and ethic courses. Customer Experience is a new part of my syllabus and your article(s) would be excellent to include.

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Steven MacDonald

about 2 years ago

Hi Mark, that sounds great. Let me know if you need anything else from me.

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David Wang

about 2 years ago

I love the point on getting immediate feedback from customers. I think it's extremely crucial to get that real-time feedback while the memory of the experience is still fresh in the customer's head. However, I think emails and calls are less effective as people may not check their emails often or don't like to talk on the phone. This is where texting is extremely helpful.

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Tionge Angella

about 2 years ago

Wow! I'm glad I found this article. Thank you, I will use your information in my exam tomorrow. This article has helped me understand better why the customer experience is important. And in the process, I can now differentiate between customer service and customer experience!

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Steven MacDonald

about 2 years ago

Thank you, Tionge! And good luck in the exam.

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Kenny

about 2 years ago

Thanks for sharing this article on customer experience. I found it quite useful. Great job.

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Steven MacDonald

about 2 years ago

Thanks, Kenny!

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Verdad Chabibullah

about 2 years ago

Great article Steven! very useful for reference on my current project related with Customer Experience.

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Steven MacDonald

about 2 years ago

Thank you, Verdad!

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Jordan Champ

about 2 years ago

The CX stats that you have been shown here to help grow a business are really helpful. Thank you!

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Sahib Singh

about 2 years ago

A truly refreshing article about customer experience. Being from the customer service sector, I am always looking for great content about this subject.

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Serena Way

about 2 years ago

Great write-up. Very useful! Creating a unique customer experience is one of the best ways to achieve sustainable growth, particularly in industries that are stagnating. If a telco, a utility, or an insurance company can create a highly differentiated customer experience that turns dissatisfaction or indifference into delight, it will recruit an army of vocal advocates online and offline, gain market share, and generate revenue growth. The best companies deliver these value propositions by focusing the entire company on delivering them. An emphasis is put on cross-functional collaboration.

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Steven MacDonald

about 2 years ago

That's a great comment, Serena. You absolutely nailed it!

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Jessie Ferris

about 2 years ago

This is an awesome strategy for customer experience! Thanks for these tips.

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Michael

about 2 years ago

Very nice strategy steven, for providing a great customer experience and we will definitely look to adapt these tips for our customer support team. Thanks for the guidance.

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Steven MacDonald

about 2 years ago

Thanks, Michael!

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Claire Suaverdez

about 2 years ago

Great tips!

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Clayton Cross

about 2 years ago

Thanks for this post! I haven't heard of half of these. Get Satisfaction is one I would also recommend!

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Beth Fluto

about 2 years ago

Great post Steven! I'm just a little confused if this was written this fall or 3 years ago looking at all the comments. Thanks!

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Steven MacDonald

about 2 years ago

Hi Beth, thanks for the comment! The article was published 3 years ago, but I continue to update it each time Temkin publish their annual Customer Experience Ratings study.

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Clarence Hopper

about 2 years ago

Good explanation on how customer experience differs from customer service. Great job and keep doing it.

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Grace Olu-Majek

about 2 years ago

Thank you so much! This article has really assisted me in creating a good strategic plan for my customer experience team. I very much appreciate it and look forward to more articles on this topic.

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Sheela

about 2 years ago

Thanks for sharing helpful information on customer experience!

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William A. Adu

about 2 years ago

Brilliant piece. Straight to the point and it is a time tested piece of information. Have practiced most of the CX strategies before and they work perfectly provided one gets the implementation and the monitoring and evaluation of same right. I love it . Thumps up. Cheers!!

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Jessica Cing

about 2 years ago

Mr.Steven, I don't know how to address you but I was wondering if I can also use some of the information and pics for a project of mine. I found these tips highly helpful.

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Steven MacDonald

about 2 years ago

Hi Jessica, of course. Just remember to link to the source material.

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Joe Tara

about 2 years ago

There are few ways by which you can create a great experience service. 1. Understand who your customers are. ... 2. Create an emotional connection with your customers. ... 3. Capture customer feedback in real time. ... 4. Use a quality framework for development of your team. ... 5. Act upon regular employee feedback.

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Steven MacDonald

about 2 years ago

Well said, Joe!

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Libby Blackburn

about 2 years ago

Amazing post on customer experience strategy! Thank you so much Steven, for sharing these 7 ways to create a customer experience strategy in detail. It was very interesting and helpful...I was able to learn a lot from here.

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Fernando Cruz Salvador

about 2 years ago

Great article! I would also include as part of the strategy, reward outstanding customer experience behaviour. Rewards can be monetary and non monetary.

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Malcom Windsor

about 2 years ago

Thanks for sharing such an informative article on CX strategies. It has definitely helped me.

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James Marshall

about 2 years ago

Thank you, Steven. I found your article really straightforward and great tips to get drive our own CX strategy

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Steven MacDonald

about 2 years ago

Thanks, James! Glad you liked it!

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Ronke

about 1 year ago

Thanks Steve! Your article has really been helpful. I saw and read it at the right time.

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Taylor Bishop

about 1 year ago

Thanks for the interesting article about customer experience. I'm glad you mentioned that a member of the team needs to create an emotional connection with a customer to give them the best experience. It sounds like it can also help personalize the work after you learn and connect with the customer.

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Kevin Brolin

about 1 year ago

Thanks for sharing this article on CX. I found it quite useful. The tips you shared in your blog are really meaningful and profitable for making a customer experience strategy.

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Adam CSC

about 1 year ago

Good explanation on how customer experience differs from customer service. Great job and keep doing it.

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Steven MacDonald

about 1 year ago

Thanks, Adam!

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Jessie Zouch

about 1 year ago

Customer experience is one of the most significant aspects of making a business successful. If the customer doesn't get the experience he is looking for, then maybe a business might never survive. Thank you for sharing this content with us to help us improve what we lack in providing our customers.

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Astrid

about 1 year ago

Excellent post! Creating great customer experience adds value and is shared. Thanks for sharing it.

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Arpita Patel

about 1 year ago

Wow amazing article. Thanks for sharing us this knowledge of a CX strategy. Your article is really helpful for me!

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Div Jangid

about 1 year ago

Great advice! We are doing things to improve customer experience for our billing software but didn't know how to measure, but now I know. By looking at financial reports! Thanks for sharing it.

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Rachel Smith

about 12 months ago

Great article Steven! One of the prominent spaces where customer experiences can be measured is the e-commerce industry. Delivery times and warehouse efficiencies are so important in these businesses. I think with advancement in supply-chain technologies, we will be able to provide faster and better customer experiences in the coming decade.

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Ashish Kumar Singh

about 11 months ago

It's a great article for those who want to know the key points with the customer and it's service providers relationship. It's good for me because i am just learning these kind of stuff and implementing these theory to my daily practical life.

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Jasmine

about 11 months ago

Your article explained in brief about the customer experience and customer satisfaction. It will help me grow more into this expertise.

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Rachel Smith

about 10 months ago

Great article! Customer services are present in every company, but not all of them can result in good customer experiences. I particularly agree on implementing or developing on regular feedback. A lot of things get resolved in the process, and consumers trust a brand more as a result.

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James G

about 9 months ago

Great article Steven! Great tips to improve customer experience, thank you! Customer satisfaction is more important for better customer experience.

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Alex Avila

about 9 months ago

In my experience leading Contact Centers perhaps #5 and #6 have been the most challenging to implement of the 7 steps you outline. Shouldn't be but certainly have been, great article btw!

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Steven MacDonald

about 9 months ago

Thanks, Alex. Glad you liked it!

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Jake

about 7 months ago

Very informative, thanks for this. You've really made the distinction between customer service and experience clear and illuminated the importance of a good customer experience very clearly.

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Steven MacDonald

about 7 months ago

Thanks, Jake! You rock!

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Rosalie Wolters

about 7 months ago

Nice blog to get information about customer engagement experience.

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Daniell

about 7 months ago

Awesome blog post and right on point with the keys to a great customer experience. I am training my IT Support Team next week on "Creating the Perfect Customer" and some of your points are right in line with what I try to teach. I will definitely be pointing my team to your post, so that they can read the great input.

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Steven MacDonald

about 7 months ago

That's really nice to hear, Daniell. Thank you, and hope the training goes well!

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Anthony Mcmullins

about 7 months ago

If you are running an online business, then you cannot ignore the importance of customer experience. Great post!

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Chely Chan

about 5 months ago

Very informative blog, thanks Steven! Agreed that the most important things is setting up a right framework and also need the buy-in from the top management.

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Fabian J. Albino

about 4 months ago

Nice blog and very useful information about the Customer Experience concepts......Thanks!!!

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Derek McDoogle

about 4 months ago

I found your article interesting when you said that customer experience is defined by interactions between a customer and an organization throughout their business relationship. From my point of view, if you want to expand your business you have to learn how to interact with customers and always keep a great quality on the services provided. Thank you for sharing your knowledge about the importance of great customer experience because as you said business cannot exist without its customers.

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Steven MacDonald

about 4 months ago

That's so true, Derek. It's all about great communication, product and service.

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Henok Gebru

about 2 months ago

Thanks Steven, it is a very interesting article. i'm preparing a CX vision statement that aligns with that of the whole company's vision i work for and your article has helped me a lot.

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Steven MacDonald

about 2 months ago

You're welcome, Henok!

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Evelyn Thomas

about 1 month ago

True that, if you want to succeed as a business you have to make your customer the hero. Most customers want to know that you are willing to listen to what they have to say. Once you do so, half the battle is won. A small survey asking them about what they like and what they don’t like about your product is a good place to start. This is the first step for me, and once we have an idea of what they like or dislike we can help them accordingly. It is a good practice to address an issue immediately when a customer writes an email or calls customer support. It helps to respond in 24-48 hours because during this is when the issue is hot; plus, the customer is already agitated and usually at the brink of being lost.

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Alfred Biosah

about 4 weeks ago

Thanks Steve, Richly rewarding article. Broadened my view on Customer Experience, and will immensely add to my delivery on training on the subject! Kudos!

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john shires

about 3 weeks ago

I feel that you have not emphasized enough the importance of real time feedback. I visited a store recently that had a terminal at the end of each register where customers were encouraged to comment on the experience that they had just received. It seems you will get a genuine measure of the emotional experience the sooner you can extract it from the customer. Texts, phone calls and logins occur after the emotional value has degraded. Most customers just won't bother; but resolve to never submit to the low-level experience at that business again.

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Steven MacDonald

about 3 weeks ago

That's a great point, John. I love the immediacy of capturing real time feedback as customers will be more truthful in their response.

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Robert Rodish

about 3 days ago

I have been very responsive to my clients and I always try to respond within one hour. The result? I've been able to increase both sales and conversions.

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