Beginner’s Guide to Improve Customer Experience [INFOGRAPHIC]


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This simple blueprint is a guide for how to overhaul and improve customer experience and enhance customer engagement in just one year.

Being able to provide the right information to customers at the right time customer need it, leading to the effective results customer want is what creates the type of customer experiences that create customer loyalty. Having the right information requires you to analyze, leverage, and share valuable information between people, processes, and systems.

Integrating what’s needed for better customer experience isn’t always easy, but it is possible. And the rewards of better customer insight, more meaningful customer experience, and higher customer loyalty rates are worth it!

Beginner’s Guide on How to Improve Customer Experience in 1 Year

The CMS Wire team previously organized the steps to overhauling your customer experience in a simple to follow infographic you can use as a blueprint to a better customer experience.

Improve Customer Experience Guide

Fixing the Customer Service Disconnect

86% of companies say that customer experience is part of their strategic priority. That’s a high number given the fact that customer loyalty and dissatisfaction remain low. So even though the desire for better experiences is there, customers are still feeling a disconnect at the front-end where customer service takes place.

To your customers, an exceptional customer experience is about delivering a great experience across platforms, channels and touch points. Overhauling your customer experience isn’t about more gimmicks. If you’re looking for how improve customer experience, how to improve customer focus, how to improve guest experience, you’ll have to connect your service actions with positive outcomes for your customers.

Beginner’s Guide to Exceptional Customer Service Experience

You can improve your customer experience strategy, get at the heart of what is customer experience, develop a great customer experience by following these basic customer experience tips:

  • Focus first on fixing what’s broken.
  • Get your employees (yes, all of them-even the ones who don’t work in customer service) to care about customer service.
  • Take a customer-focused view of the customer interaction at all touch points of your organization.
  • Choose a CRM or other customer interaction tool that fits the needs of your organization.
  • Study customer insights and customer actions to better respond to customer needs.
  • Align customer interaction strategies with business outcomes.
  • Be more socially responsive to customers across all contact channels.
  • Empower your customers to share their real customer experiences and respond to customer feedback.

Focusing on these effective steps you can transform the way you interact with your customers and improve customer experience resulting on better customer engagement and increased customer loyalty.

Republished with author's permission from original post.

Flavio Martins
Flavio Martins is the VP of Operations and Customer Support at DigiCert, Inc., a leading provider of enterprise authentication services and high-assurance SSL certificates trusted by thousands of government, education, and Fortune 500 organizations. Flavio is an award-winning customer service blogger, customer service fanatic, and on a mission to show that organizations can use customer experience as a competitive advantage win customer loyalty. Blog: Win the Customer!


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