What Are Customer Experience Principles?
If you’ve learned about customer experience and its importance, you probably want to discover helpful tips that will take your business to the next level. What are the most useful customer experience principles, and how do they impact your profits?
How to define customer experience?
Customer experience can be seen as a set of activities and elements that have an impact on the way buyers perceive your brand, products, and services.
While customer service comprises only direct interaction with parties interested in the offer, customer experience is affected by a number of factors you, as a business owner, can’t fully control.
Just imagine that someone orders your products, and they get damaged during transportation. Think about companies that distribute your goods but don’t pay particular attention to customer service and elements such as packaging, design, or transparency of information.
In such situations, you can’t fully monitor your products. Some people may contact your company, ask for a refund or provide you with valuable feedback that will allow you to take action. However, the vast majority of dissatisfied customers will simply give your brand a wide berth and choose your market rivals in the future.
Why is it important to work on customer experience?
Customer experience has a huge impact on your brand image, recognition, and sales. Refining elements that are important to buyers can help you gain a competitive edge over your greatest market rivals.
People are willing to pay more if they’re sure that offered customer services and products will meet their expectations.
Imagine standing in front of two clothing stores. You need to buy new shoes, and you know that your dream model is slightly cheaper in the first shop, however, you’re also aware that the salesperson in the second shop is much more helpful and customer-friendly. Which store are you going to enter?
Well, that’s right. Most of us have chosen the second option. This is because a positive customer experience is built by a number of elements that affect our emotions and the entire decision-making process.
What are examples of customer experience principles?
Regardless of your business objectives and product range, potential customers need to feel that your communication is tailored to their expectations. For this reason, it’s beneficial to define user personas, meaning typical representatives of your target group.
If you want to succeed, you need to ensure that your company inspires trust. Fine-tune your terms and conditions, make the entire content transparent and understandable. Avoid dishonest techniques such as click baits that mislead potential customers and monitor feedback from existing buyers. If someone posts negative reviews, take appropriate steps and solve the problem.
Emotions are an important part of the customer experience. Building strong, positive relationships with buyers will help them see that your employees are real people. Thanks to quality customer service, people will stay with you for longer and turn into loyal purchasers.
- Provide cutting edge technology
The idea of customer experience has changed from a vague concept to a science that can be monitored, analyzed, and refined. Keep an eye on activities performed by your buyers and fine-tune adequate elements to boost your ROI (return on investment), loyalty, and retention. Taking care of aspects such as short page loading time, secure payment options or intuitive navigation are the bare minima.
If potential buyers don’t receive a response to an inquiry within a few minutes or hours (depending on the industry), they’ll probably choose your market rivals, who are either more transparent or quicker to react. For this reason, it’s crucial to ensure that your customer service specialists are constantly alert and take appropriate steps whenever someone contacts them or publishes product reviews.
Customer experience principles – the takeaway
Now you know the most important customer experience principles. Scrutinize the above-mentioned elements of your business to provide buyers with a more personalized and professional shopping experience. Remember that happy customers are loyal and may recommend your brand to friends or family. Quality investments in relevant processes that aim at refining your business strategy will quickly translate into improved recognition and greater sales.
Wondering how the ongoing pandemic has transformed customer experience? Check out our blog entry about Five major shifts in customer experience because of COVID!