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Improving Customer Experience | Sendmode
Customer experience refers to the sum of all interaction and experiences customers have over the course of their relationship with your business. Make it count!!
Customer Experience Defined:
Customer experience is how customers perceive their interactions with your company. Good customer experience is defined as being made up of three things from the customer's perceptive:
1. Useful - they deliver value
2. Usable - the value is easy to find and engage with
3. Enjoyable - they're emotionally engaging and people want to use them
Every company provides a customer experience, regardless of whether you create it consciously. That experience may be good, bad or indifferent, but the fact you have customers, you interact with those customers in some manner and provide them products and services, means that they have an experience with you and your business. It's up to you whether it's superlative, awful or industry averages.
Customer experience is an integral part of CRM and the reason why it's important is that a customer who has a positive experience with a business is more likely to become a repeat and loyal customer.
It seems like common sense, happy customers stay longer with a brand. And if you treat your customers poorly and ignore their needs, then they are more likely to leave. Yet some companies don't place any importance on customer experience.
Know the difference between customer service and customer experience
Customer experience moves us beyond the traditional definition of customer service - those individual moments when employees are providing direct service to customers. It is also about the bigger picture of what happens before and after these service interactions.
To truly understand customer experience, you must know that it encompasses every aspect of a company's offering - from the quality of its customer care to its reputation management, marketing, branding, product and service features, and reliability.
Customer experience is about much more than just customer service. It is about fostering employee engagement. It is about truly understanding your customer, creating a strategy for delivering exceptional customer service, and then empowering employees to deliver it. It is about the culture you create in the work environment that empowers and inspires your employees to reinforce the right behaviours that support exceptional customer experience.
Create a Customer Experience Strategy
Understand who your customers are:
Understanding your customers; who they are and what they need, is crucial in building a positive customer experience. If you are really going to understand customer needs and wants, then they need to be able to connect and empathize with the situation that your customers face.
One way to do this is to create a customer persona. By creating personas, you customer support team can recognise who they are and understand them better. It is also an important step in becoming truly customer-centric.
Create a Positive Customer Experience with SMS
Mobile phones are the fastest adopted technology of modern times, with more than 91% of adults having access to a mobile device, the number of text messages sent daily range between 5-6 billion. That's a lot of people communicating over SMS.
Use Targeted SMS
Generic communication is more often than not ignored, customers like personalization, customers want to feel special. They want to know that you care. SMS allows you to create targeted, personal messages for each of your customer based on demographic factors, their taste, and the way they behave. Creating personalized messages enhance the value of the message by reducing the number of messages they receive that have no real relevance to them. And if every message has the same value, customers soon learn to trust your business and a positive and consistent customer experience will develop.
Research shows that customized experiences can increase sales by up to 20%. Personalizing interactions offer an opportunity to build a customer's trust.
Deliver Great Customer Service
SMS marketing is a fantastic channel for your business to receive messages from your customers. By allowing your customers to text you, you can enhance your customer service. The majority of people prefer using SMS messages for customer service inquiries and comments. It's quick, hassle-free, and extremely cost effective. By offering an SMS feature you make your business accessible and allow customers to contact you with any questions or problems (this is also a great way to add to your opt-in marketing list!). This immediately reduces the amount of time for a customer to resolve an issue they have and lead to a satisfied customer base, it's a win-win really!
Customer expectations are higher than ever, and as customers become more empowered, it increases the importance of the customer experience.
About Sendmode (https://www.sendmode.co.uk)
Sendmode has been in the bulk SMS and SMS marketing industry for almost 10 years (November 2018) and serves over 30,000 customers worldwide. We can help you build your opt-in customer database with easy to implement techniques and then provide advice on content, timing, and frequency of your bulk SMS marketing campaigns.