| |JUNE 20219Consultants Reviewin B2B scenario. Listening to the voice of every customer to be able to meet their latent and core needs is much feasible than earlier. Companies must invest in these simple tools and have internal teams seek feedback on continuous basis. Redefining the Business Strategy & Cultural aspects Building a great customer experience and continuously improving it requires company-wide commitment. Think of CX as the heart of the business and clearly define what needs of the customer your business delivers and how. The customers' experience always spans the entire journey: it begins the moment they discover the company and continues across all subsequent interactions including purchases, support calls, repurchases, and word-of-mouth referrals. The core departments as well as the support functions including supply chain, HR as well as Finance also needs to build their department goals with Customer experience as apart of it. The execution of the strategy needs a paradigm shift in mindset along with complementary change in organisation's culture. Companies like Uber, Amazon and Google have built the business models of the future. They've redefined their industries. They've rewired the customer experience. They're not afraid to fail fast, learn from mistakes and make the changes necessary to stay well ahead of the market. Brick & Mortar businesses too need to be comfortable with failures, quicker product prototyping and development of teams to deliver those customer centric solutions.Revamping the Communication tools Customer experience is defined by the interactions and experiences that customer has with a business throughout the entire customer journey, from first contact to becoming a happy and loyal customer. Transforming CX is not only redefining how businesses connect with their customers, it's relooking the various touchpoints that could deliver value.Companies can improve their touchpoints with a wide variety of communications technologies like chat and messaging services. It's quicker, cheaper and easier for companies to communicate with customers than ever before. Well executed, targeted email campaigns to potential customers in the market, or regular e-newsletters can effectively help companies engage and stay in touch with existing and potential customers. Live chat on website can allow visitors to connect with representatives on demand and get answers to their queries instantly. While there could be multiple channels of communication, there is a strong need for discipline in ensuring consistent communication of values and emotions across, including traditional ones. While social media sites--e.g., Facebook, Twitter, YouTube--may work great for some organizations, they may not be the best option for others. Similarly, while some customers may prefer to be contacted via email, others may want or appreciate a phone call or a face-to face meeting. Customised solutions necessitate personalised CX. 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 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 revenue growth. Companies can improve their touchpoints with a wide variety of communications technologies like chat and messaging services
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