Creating voice with artificial intelligence (AI)
Imagine writing a text and then being able to use artificial intelligence to create your voice, or anyone else’s voice, from that text.At first glance, this functionality may not seem very relevant, but it opens up a wide range of possibilities in areas such as translation or advertising.Below, we explain the benefits of using artificial intelligence to create voices and other aspects to consider when using this technology.Generative voice tools facilitate the creation of multilingual content and the expansion of international business.Advantages of creating voice with artificial intelligenceWhen we use artificial intelligence to generate voices, we can improve the user experience by personalizing your content.For example, in the area of translation, we can customize real-time translation so that users can hear their real (or at least more human) voices instead of the boring automated voice so typical of GPS.Another possibility that opens up is that of writing a text for a lecture or publishing new content on social networks and generating a voice with artificial intelligence from a text file, being able to use it in the form of a podcast and even the possibility of translating it beforehand thanks to translation applications and generating the voice in other languages. As you can see, the possibilities for using and creating voice digitally are limitless.AI-powered generative voice tools provide voices in different languages and accents, making it easier to create content in multiple languages and expand your business internationally.Other benefits of creating voice with artificial intelligenceSave time and resources: AI voice generation enables the creation of high-quality audio content in a short amount of time, without the need to hire voice talent or record voiceovers in a studio.Customization: Imagine being able to adjust the pitch, speed, or style of a voice to suit your needs. With this technology, you can.Provide greater accessibility: AI speech generation will help make content accessible to the visually impaired, allowing them to listen rather than read.Things to consider when creating voices with artificial intelligenceArtificial intelligence is not all roses. While this technology offers opportunities that were unimaginable until recently, we must be responsible in how we use it.A clear example of this is the AI-generated voice model provided by Meta: Voicebox. A model that seems to be able to create voices without any special training.According to Meta, all we need is a small audio sample of our voice and the written text we want to convert to voice, and the model will generate the sentence read with the voice of the audio clip.These artificial intelligence tools offer very beneficial use cases, but we must also be aware of the abuse that can be made of them, such as creating identity theft through deepfakes.Meta knows this and has made the decision not to release Voicebox as an open source tool, unlike what they did with LLaMA, they prefer not to make it available to the public because of the bad uses.Artificial intelligence in translationAt LIKE.TG, we are constantly exploring the possibilities that Artificial Intelligence can bring to the world of translation and communication. We have been testing AI models, verifying their reliability and analyzing their implementation in our translation apps to take the experience to a new level.We want to use AI, as in Meta, in an appropriate and responsible way, without harming society or any sector, and always within the law.
CreatorCon 2020 Hackathon winners announced
CreatorCon is always a popular part of LIKE.TG’s Knowledge conference. The multi-day event is all-digital this year. It has attracted a record number of builders, makers, developers, and engineers, who all want to learn about the latest innovations in the Now Platform. As usual, the CreatorCon 2020 Hackathon was a highlight of the event.In a virtual event held over a weekend from May 1-3, nearly 200 teams competed to showcase their skills and build apps that use the Now Platform to solve real business problems. Each team competed in one of the following categories: healthcare, telecom, manufacturing, banking and social good. Five finalist teams made presentations for a panel of judges, and on May 13, judges announced the winning team, which received a prize of $5,000.Marcus Torres, VP of platform product management at LIKE.TG, served as one of the four Hackathon judges along with Karel van der Pol, VP of NowX & future products Karel van der Poel, Abhijit Mitra, VP of industry products, and Chris Pope, VP of innovation Chris Pope.“I loved that we’re seeing the community in action,” Torres said. "We had multiple finalists showing this year that it's about people, which is what we really care about as a company." First place: Team: VolteoansApp: Clinical Care ManagementThe Clinical Care Management (CCM) app provides an end-to-end digital clinical care system that helps healthcare teams gather patient medical histories. The development team worked with doctors to ensure the app would be a practical solution for medical personnel. A CCM mobile solution is also available.Finalists: Team: Sopra Steria App: JetVetJetVet helps streamlines due diligence processes in procurement. The goal is to prevent corruption and unethical practices in an organization’s supply chain. Common due diligence pain points include a lack of visibility and transparency in the process. Any user in an organization can use the app to search for and create a due diligence process. JetVet leverages the Now Platform, including Virtual Agent, Service Portal, and Agent Workspace, as well as a variety of data sources. Team: World Class Wrakin’ Cru App: KICK: Key Items Crisis KitKICK helps organizations source personal protective equipment. The app manages supply to meet emergency demand during crises like COVID-19. It handles requests, stock transfer, and logistics management. R Now Platform capabilities incorporated in the app include Agent Workspace, Virtual Agent, Now Mobile, and Service Portal.Team: Extra Crispy Stimulus Package App: Zoom: Extra CrispyThis app helps make Zoom meetings more productive. Zoom Extra Crispy uses Predictive Intelligence, Performance Analytics and Integration Hub features in the Now Platform to intake all recordings from the Zoom cloud and create knowledge article transcripts. It then feeds each transcript into a Word cloud to identify ideas and details that may not have been obvious during the original Zoom meeting.Team: NewRocket App: ReachIn stressful conditions like the current pandemic, it can be very difficult to find reliable information and access critical resources locally. The Reach app uses personalization and the LIKE.TG CSM app to create a dynamic personalized hub that offers access to local data and resources. Reach can be customized and used by cities of any size.To learn more about CreatorCon events and Knowledge 2020, go here.
CreatorCon Challenge finalists ready to disrupt
They built it and showed it. Now it’s time to show it again – this time for money – on the big stage at Knowledge 2019. Buckle up finalists, it’s about to get real!We challenged entrepreneurs to unleash innovation on the Now Platform back in October – to take the platform into new workflows in white spaces where LIKE.TG isn’t, to think strategically about how to leverage the platform for what it does best – creating digital workflows that unlock productivity and delivering great experiences. In short, we’re looking for applications that will achieve product/market fit in the LIKE.TG ecosystem and enable customers to drive digital transformation in enterprise- and industry-wide processes, where LIKE.TG doesn’t with our out-of-the-box products.Let’s take a look at each finalist and why we think they’ve ticked all of the boxes above.http://bluepineapple.io/Bluepineapple’s Green Folder is a BPMS (Business Process Management Software) solution for public sector/government that solves a huge problem like the one at the California DMV – manual, paper form based, unstructured, opaque, super slow and frustrating, and error prone processing in government agency services. Green Folder combines digital workflows and document automation to transform this into a modern experience for citizens.http://hiperhipo.com/Workforce Connect is a predictive workforce modeling and forecasting solution that complements LIKE.TG HR Service Delivery and enables businesses to generate future workforce demand plans including 3-5 year forecasts using key business data elements. It utilizes advanced analytics and modeling leveraging the data in LIKE.TG to simplify the once complex task of planning for future workforce demand. With Workforce Connect, HR organizations can forecast resources down to job title and skill level based on targeted business outcomes (revenue, operational expenses, margins etc.), and create actionable plans to secure resources to achieve those outcomes.https://vividcharts.com/VividCharts is a data visualization solution that enhances LIKE.TG reporting and Performance Analytics and enables anyone in IT and any line of business or department across the enterprise to tell stories with LIKE.TG data. VividCharts provides a growing library of out of the box visualizations and a no code solution called Slate for creating presentations directly in LIKE.TG that leverage real-time LIKE.TG data. Data export to excel, spreadsheet calculations, and slide deck prep in PowerPoint with instantly out of date data for your monthly reporting cycle are a thing of the past.What’s Next?The finalists will pitch to, and answer questions from an esteemed judging panel, including LIKE.TG Founder and Chairman Fred Luddy and an A-list of VCs and entrepreneurs at the CreatorCon Challenge Final keynote at Knowledge 2019. Finalists will compete for a $250K investment from LIKE.TG Ventures, residency at the LIKE.TG ISV Accelerator in Santa Clara, and sales enablement and marketing to accelerate their market traction. Come and join the thrills and spills!
CreatorCon inspires developers to solve pressing social problems
Week 2 at Knowledge 2020 covered a lot of ground—from Marcus Torres’ CreatorCon keynote to eye-opening sessions from customers, including Chevron (with an ITSM turnaround tale) and Under Armour (with a PPM success story).Be sure to register or sign in to get access to everything below.Here are just a handful of the week’s highlights.
CRM Watchlist recognizes LIKE.TG customer service strategy
I’m pleased to announce LIKE.TG has been named a Winner with Distinction on the CRM Watchlist 2022. The annual awards recognize organizations with high market impact in the previous year that are well positioned to continue that trend over the next three years.LIKE.TG is the only vendor recognized for its mission and vision. We believe this validates our strategy to go beyond customer engagement and bring together all parts of the organization to deliver quick, proactive, and transparent customer service.This win is especially exciting because it affirms our commitment to make the world work better for everyone. We do that by connecting departments and empowering teams to better meet customer needs and achieve long-term loyalty.Meeting customers where they areOur vision is to help companies deliver an effortless customer experience. Companies know they’re competing on experience, not products. How customers achieve their desired outcomes is what matters.Providing an excellent experience goes beyond being able to receive interactions over various communication channels. By bringing people, processes, and systems together across departments onto a single system of action, organizations can fulfil customer requests quickly and effortlessly.With LIKE.TG® Customer Service Management and related industry products, we help companies supercharge the customer experience from issue to resolution.Customer innovation7-Eleven is using Customer Service Management to deliver seamless experiences and maintain customer loyalty. The company embraced digital technologies to accelerate resolution by creating the 7-Help customer help desk. It brings together 20 different help desks and gives both customers and store franchises a single platform to use for reporting issues and requesting services.The omni-channel capabilities of Customer Service Management help 7-Eleven customers receive support when, where, and how they want it. The operational capabilities help ensure the 7-Eleven organization is working toward a model that proactively detects customer hindrances while continuously improving.Empowering a successful futureThe demand for effortless customer experiences will only increase in the coming years. Innovative companies are embracing digital transformation to drive best-in-class consumer-like experiences for both business customers and consumers.When an organization is connected and united in the goal of serving customers better, great things happen.Find out how Customer Service Management can help your organization deliver a seamless customer experience.
Customer Acquisition Cost: Best Ways to Calculate and Reduce It
After building an amazing product, you now need to let potential customers know it exists and start attracting them. To acquire customers, you start working on marketing campaigns, hoping to scale quickly. However, have you considered customer acquisition costs?Before you ramp up your marketing budget, you need to understand the hidden costs involved and how to optimize your approach. In this article, we’ll explore low-cost alternatives to traditional, expensive marketing you can leverage to keep your customer acquisition costs under control. What is customer acquisition cost?Customer acquisition cost (CAC) refers to the total amount of money a company spends to gain new customers. CAC includes different expenditures, including marketing initiatives, sales efforts, and customer service-related costs.It essentially tells a company how much it spends to turn one person who starts out unfamiliar with their brand into a customer.How to calculate customer acquisition costTo figure out how much it costs you to gain a new customer, you’ll need to do a little math:Calculate your customer lifetime value: First, determine how much revenue you generate from an average customer over their lifetime.Track your marketing expenses: Add up how much you spend (including pay-per-click ads, social media marketing, content creation, and email) on marketing and advertising in a given time period, like a month or quarter.Divide marketing expenses by new customers: Determine how many new customers you gained in that time period and then divide your total marketing expenses by the number of new customers.Total acquisition cost includes all the expenses related to acquiring new customers, like:Marketing costsSales costs (salaries, commissions, etc.)Promotional offers and discountsWhat is a good customer acquisition cost?A good customer acquisition cost can vary widely based on industry, business model, and specific circumstances.Ideally, your CAC should be significantly lower than your customer lifetime value (CLV). Aim for a CLV-to-CAC ratio of 3:1, or preferably better.This ensures your customer acquisition efforts ultimately generate profit. Otherwise, you’ll lose money on every new customer.An example of a good customer acquisition costA clothing e-commerce store spends $12,000 on Facebook ads and $3,000 on influencer partnerships. They acquire 500 new customers who make an average first-year purchase of $100 each.CAC: ($12,000 + $3,000)/500= $30/customerThis relatively low customer acquisition cost compared to average first-year purchase suggests good customer acquisition strategy and potential profitability.Customer acquisition cost vs customer lifetime valueCustomer acquisition cost (CAC) and customer lifetime value (CLV) are two key metrics for evaluating the efficiency and sustainability of a business’s customer acquisition and retention strategies.The following table breaks down each metric and how they relate to each other.Customer acquisition cost (CAC)Customer lifetime value (CLV)CAC is the average cost incurred by a business to acquire a new customer. It includes expenses related to marketing and sales efforts.CLV is the total amount a business expects a customer to spend with them in their entire relationship with the company.The CAC lets businesses understand how much they are investing to acquire each new customer. It helps in assessing the efficiency of marketing and sales strategies.The CLV assesses the long-term value of a customer. It helps businesses understand the maximum amount they can invest in customer acquisition and retain profitably.CAC = Total acquisition cost/new customersCLV= Average purchase value × purchase frequency × customer lifespanRelationship between CAC and CLVCustomer acquisition cost and customer lifetime value are interrelated metrics that provide insight into the efficiency of customer acquisition.If CAC is higher than CLV, it may indicate that the business is spending too much to acquire customers relative to the revenue those customers generate. This situation is unsustainable in the long run.Customer acquisition costs across different industriesCustomer acquisition cost can vary significantly in different industries due to variations in:Business modelsTarget audiencesCompetitive landscapesWhile it’s challenging to provide specific customer acquisition figures for each industry, we can discuss general trends and considerations:E-commerceCAC in e-commerce can vary based on the type of products sold, target audience, and the competitiveness of the market.Customer acquisition cost in e-commerce can range from a few dollars to $50 or more per customer.Software as a service (SaaS)SaaS companies often have higher customer acquisition cost values, as acquiring customers for subscription-based services may require significant upfront investment.CAC for SaaS companies can range from one to several hundred dollars per customer.Finance and bankingIn the finance industry, particularly for banks and financial institutions, customer acquisition costs tends to be relatively high due to the investment in reputation-building and the competitive nature of the industry.CAC can range from $20 to hundreds per customer for complex financial services.HealthcareHealthcare providers and services may have varying customer acquisition cost values based on the specific services offered. CAC can range from $15 to a few hundreds of dollars per new patient acquisition.TelecommunicationsCAC in the telecommunications industry can be the cost of acquiring new subscribers for mobile plans or internet services. CAC values can range from $150 to several hundred per subscriber.Transportation and hospitalityCAC in the travel industry depends on the type of service, such as hotels, airlines, or travel agencies. CAC can range from $20 to hundreds per customer, influenced by the competition and location.Retail CAC in traditional retail varies based on the type of products, customer loyalty programs, and the overall marketing strategy. Its range is usually in the low end, under a hundred per customer for stores with a larger variety of goods.EducationIn private education, CAC depends on whether it’s a traditional educational institution or an online education platform. CAC can range from $50 to several hundred dollars per student.Real estateCustomer acquisition cost in real estate is involves marketing efforts to attract homebuyers or tenants. CAC can range from a few hundred to several thousand dollars per customer.Technology and hardwareFor businesses selling technology products or hardware, customer acquisition cost can vary based on the nature of the products. It can range from $50 to several hundred dollars per customer.Customer acquisition cost examplesCustomer Acquisition Cost (CAC) varies across industries and business models. Thus, there are several ways different companies gain new customers. Here are various examples of expenses that contribute to CAC:Marketing costsThese are costs businesses allocate for online and offline advertisements to capture the attention of potential customers:Market researchSocial media adsPay-per-clickTV commercialsRadio adsPrint mediaBillboardsTrade shows and networking eventsEmail outreachSEO optimization expensesOther costs associated with producing marketing materialsAnalytics toolsCustomer feedback collection methodsEmployee expensesThese are costs for the personnel who plan and execute the previously listed marketing activities and conduct one-on-one meetings with the potential customers drawn in by it:SalariesEmployee recruitment and training expenses.Commissions and bonuses for the sales, PR agencies, and technical teams.Promotional costsThese are expenses used by companies to attract prospects to make their purchases:DiscountsCouponsFree trialsLoyalty programsPremium modulesInfluencers and affiliate partnershipsFactors affecting customer acquisition costsThe following are factors that influence the customer acquisition cost for a business.Marketing and advertising channelsHow you choose to reach your target audience plays a big role in costs. Things like social media ads, influencer sponsorships, and Google Ads can get pricey fast.Do research to determine which channels your ideal customers actually use so you’re not wasting money. And remember, a multichannel approach is usually most effective.The target audienceAcquiring customers in highly competitive or niche markets may require different strategies and budgets. Pinpoint your target audience based on demographics, interests, behaviors, and more.The wider the net you cast, the more you’ll end up paying. The more precisely you can target who sees your ads or content, the lower your costs will be.Product quality and pricingA high-quality, unique product with clear value proposition requires less convincing, attracting customers organically and lowering customer acquisition costs.Additionally, offering competitive pricing aligned with your value proposition can make your product more attractive and reduce the need for heavy discounts or promotions, which can inflate customer acquisition cost.Stiff business competitionThe level of competition in the industry can affect CAC. In highly competitive markets, businesses may need to invest more in marketing to stand out and acquire customers.Geographical factorsTargeting customers in different geographical regions may have different acquisition costs. Factors like shipping costs, market maturity, and cultural considerations can play a role.Dynamic market trendsSeasonal variations in demand can influence CAC. Businesses experiencing peak seasons may need to adjust their marketing budgets and strategies accordingly.Ways to lower your customer acquisition costsLowering your customer acquisition costs is key to scaling your business. Here are a few ways to gain new customers without overspending.Set a clear customer acquisition targetDetermine how much you can afford to spend to gain a new customer while still remaining profitable. Allocate your marketing budget accordingly, dropping any channels that exceed your target cost.Regularly analyze and optimize your online sitesContinuously analyze how people are finding your business on your websites and what interested them enough to convert them into new customers.What’s more, look for pain points in the customer journey and make changes to improve their navigation experiences.Test different options to see what works. With regular optimization, you’ll gain new customers at a lower cost over time.Optimize your marketing strategiesOptimizing your marketing tactics means making sure every dollar spent acquiring new customers is utilized as effectively as possible. Some tips to keep in mind:Focus on spending on high-value marketing channels: Spend the bulk of your budget on the marketing channels that drive the most valuable customers.Things like social media ads, search engine marketing, and content creation tend to provide the biggest bang for your buck. Don’t waste money on outdated tactics like newspaper ads or billboards.Track your marketing metrics: The only way to know what’s working is to track metrics for each marketing channel, like cost per lead, cost per customer, and customer lifetime value.Compare the numbers to see where you’re getting the best results and make adjustments as needed.Offer promotions and discountsRun special offers like coupons, discounts, free trials, and promotions to incentivize new customers.People love deals and will sign up to save money. Just be sure to track the success of each campaign to determine the most effective options for the future.Build referral programsTap into the power of word-of-mouth marketing. Create referral programs that reward both new and existing customers for sharing your business.Referral customers have a high lifetime value, so the small investment will pay off.Implementing referral programs can significantly reduce CAC. According to Stryde, referred customers have a higher customer lifetime value and are 37% more likely to convert. Following these steps will help ensure you’re making the most of your marketing resources and gaining new customers without wasting money.Importance of understanding customer acquisition costCAC is a crucial metric for businesses as it provides insights into the effectiveness and efficiency of their marketing and sales efforts. Thus, understanding CAC is crucial for businesses across various industries. Here are key reasons why understanding and managing CAC is crucial:Enables businesses to optimize their marketing strategiesBusinesses can only evaluate the effectiveness of different marketing channels and strategies if they know how many customers they should be acquiring per dollar spent.Helps in evaluating return on investment (ROI)The CAC provides insights into the return a business is getting from its customer acquisition efforts.Marketing leads need to compare the CAC with the lifetime value of a customer to assess the overall profitability of acquiring customers through specific channels.Allows informed budgeting decisionsKnowing the cost of acquiring customers allows businesses to create informed budgeting plans. This helps businesses set realistic targets and forecast future expenses based on expected customer acquisition rates, thus avoiding wastage of marketing expenditure.Lower your customer acquisition costs to ensure business successUnderstanding and optimizing customer acquisition cost is essential for business success and long-term profitability. Meeting the demands of clients in a timely and efficient manner is one of the best ways to keep the clients you manage to acquire.Some of those satisfied clients will then recommend your business to others, which is the cheapest way to acquire even more clients.Give LIKE.TG a try if you want to improve your customer acquisition cost by creating satisfied customers through better customer service. LIKE.TG offers a free trial and a 30-minute live demo so you can see how it would transform your support system.For any clarifications or help, don’t hesitate to contact LIKE.TG support.We’d love to hear your thoughts! Share your insights, questions, ideas, or even personal experiences in the comments below. Your feedback is invaluable, and it helps us shape the future of our content to be even more helpful and engaging.Related articles7 Important Help Desk Metrics and Best Practices12 Crucial Customer Experience Metrics for Your Support Team | LIKE.TG11 Effective Customer Engagement Strategies for Long-Term Business Success
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Customer Care: Why It’s Essential for Business Success [+ Examples]
Without customer care in business, both customers and employees would experience heightened frustration.Customers would struggle to get help, and employees would face escalated issues without proper support channels, which in turn affects the survival and success of the company.Jannik used to greet each customer in his online bookstore with a virtual smile. He carefully assisted an man who was looking for the most recent book by his favorite author.Grateful for the help, the man returned with companions. Word quickly spread, and Jannik’s considerate attention transformed the small online store into a famous online bookstore.By bringing personalized care to the digital realm, Jannik’s bookstore became more than just a place to buy books—it became a beloved online bookstore where customers felt valued and supported.This is a powerful illustration of the value of providing true customer care, which can transform your business. Let us learn what customer care is, its importance, examples, and more. What is customer care?Customer care is how companies treat their customers with kindness, humility, and respect to build an emotional bond, trust, and loyalty.It involves more than just providing required services or technical assistance. Rather, it prioritizes addressing the emotional needs of clients and building strong bonds with them.You can determine satisfaction levels, pinpoint areas in need of development, and monitor performance over time by measuring customer care with metrics such as:Net promoter score (NPS)Customer effort score (CES)Customer satisfaction score (CSAT)Customer care vs. customer service vs. customer experienceThe three concepts are different but closely related. Each has a unique role in the customer-business relationship. This is how they differ:Customer care vs. customer serviceCustomer care and customer service are related concepts frequently used interchangeably.They refer to distinct elements of the customer-business relationship:Customer careCustomer serviceIt emphasizes on the complete approach used to develop and maintain positive relationships with customers throughout their entire journey with the business.This refers to the assistance and support provided to customers when they have queries, issues, or require help related to products or services.Its main objective is to ensure that clients feel appreciated, supported, and satisfied during their entire engagement with the firm.Its main objective is to attend rapidly, effectively, and completely to the demands of customers.The goal of providing excellent customer care is to build enduring customer connections with clients by encouraging advocacy, loyalty, and trust.Interactions with customer service representatives are often transactional, with an emphasis on handling urgent issues or requests.Customer care vs. customer experienceA customer-centric strategy must include both customer service and customer experience.They complement one another to produce meaningful and satisfying interactions that promote customer satisfaction, loyalty, and advocacy.Customer careCustomer experienceIt pertains to the measures and tactics that a company uses to guarantee that its consumers have sufficient assistance, support, and consideration during their engagement with the brand.It describes how consumers view a brand generally based on their interactions and experiences during their customer journey.It is made up of various components, including customer service, support channels, complaint handling, feedback management, and relationship-building programs.It is made up of various elements, such as product quality, usability, brand messaging, marketing communications, website navigation, customer service, and post-sale support.The goal of customer care is to build lasting emotional connections with clients by providing value and personalized assistance at every stage of the customer journey.It aims to ensure that every interaction adds to the overall happiness and loyalty of customers.9 Efficient customer care best practicesCompanies can improve customer retention, cultivate lasting relationships with clients, and set themselves apart in a highly competitive marketplace by adopting these customer care best practices:Making yourself easily accessible to your clientsBusinesses show their commitment to providing excellent customer care by making it easy for customers to reach them.Some of the ways to ensure you are always within reach are:Including your phone number, email address, physical address (if relevant), and URLs for messaging or live chat platforms on your website.Make sure your website is optimized for smartphones and tablets, ensuring a seamless user experience on any device.Integrate live chat support into your website, allowing customers to initiate real-time conversations with support agents directly from any page.Use push notifications to keep them informed about their inquiries, updates, and promotions, enhancing customer communication efficiency.Actively listen to your customers’ concernsListening involves giving the customer your complete attention, whether over the phone, by email, or in person, without any interruptions.Put yourself in the customer’s shoes and try to understand their point of view and show empathy for their situation.Even if you might disagree with them or are unable to help them right away, acknowledging their emotions and frustrations can develop trust reducing tension by acknowledging their feelings.Focus on first impressionThis component sets the tone for the whole business-customer interaction.You can show that you care for your customers by:Always extending a nice greeting to clients, whether they are in person or online, to help them feel important right away.Make sure the professionalism of your brand is consistently reflected in all client touchpoints, including your website and communication platforms.Establishing credibility and trust right away, making sure that all your conversations are clear, courteous, and free from errors.Manage your customer expectationsWhen customers have clear, realistic needs, they are more likely to be satisfied with the service they receive, even if issues arise.Here are key strategies to achieve this:Specify response times, resolution times, and the level of support customers can expect.Offer clear solutions or alternatives that can be realistically delivered and communicate these openly with customers.Regularly update them on the status of their orders, service requests, or any changes that may affect them. This helps manage customer expectations and reduces anxiety.This proactive approach to customer care ensures that they feel informed, valued, and confident in their customer interaction with your brand.Be transparent in your communicationTransparency involves ensuring that all the information you give customers about your goods, services, rules, and procedures is accurate and simple to understand.You need to:Notify customers of any improvements or changes you make to your products, along with the reasons behind them as you provide assistance and direction to customers during the transition period.Show accountability by owning up to your mistakes, making corrections, and providing the affected clients with suitable compensation or refunds.Transparency in customer care leads to increased customer satisfaction and enhanced brand loyalty creating a stronger relationship between a brand and a consumer.Train your employeesEmployees must receive regular training to understand the unique demands and preferences of their customers.You can:Train your employees to actively listen and to have the patience to connect with consumers, truly understand their problems, and provide appropriate answers.Providing staff with thorough knowledge of your goods or services is equally important as it gives them the assurance to respond to customers’ questions, provide accurate information, and offer helpful advice or troubleshooting assistance.Furthermore, training teaches the importance of working independently, offers clear decision-making guidance, and instills a sense of responsibility for ensuring customer satisfaction.Personalize your interactions with your customersThis approach not only builds rapport but also strengthens the relationship between your business and the client. You can show that you are aware of their needs by:Addressing them by their names.Thinking back to previous interactions.Acknowledging their personal preferences.Personalized messaging, customized offers, or relevant guidance tend to attract positive responses from customers, increasing brand advocacy and loyalty.Companies that put personalized customer service first in their interactions stand out from competitors who provide generic or uniform experiences, strengthening customer relation and increasing brand loyalty.Respond to your customers promptlyA prompt response establishes a good tone for the entire exchange by demonstrating professionalism, attentiveness, and a commitment to customer satisfaction.To achieve this, businesses can utilize various help desk software that enable fast and efficient responses.Some key features:Automated responsesAutomated ticketing systemsArtificial intelligence (AI)Live chatBy investing in these features and strategies, businesses can provide prompt and effective responses to customer inquiries.This not only enhances satisfaction but also cultivates customer trust and loyalty, laying a strong foundation for long-term success and growth.Appreciate and recognize your customersCustomers are more likely to recommend a business to others and make repeat purchases when they feel valued.Effective methods to appreciate customers for their support include sending them customized thank-you notes or implementing a loyalty program that rewards repeat customers with points, discounts, or exclusive offers.Research by Personify states that, according to 91% of respondents, they are more inclined to do business with organizations that appreciate their clients.By giving consumers a sense that they are respected and appreciated, businesses can provide memorable experiences that result in long-term success.Why is customer care important?Customer care is praised as the cornerstone of prosperous business operations that satisfy and even go beyond the requirements and expectations of their customers.Here are some of the benefits of customer care:Builds brand loyaltyGood customer care creates an emotional bond between the brand and its customers.This connection makes customers feel valued and appreciated, fostering loyalty and a sense of belonging. Loyal customers voluntarily become brand advocates.These can be instrumental in building a strong, positive reputation and can influence potential customers through testimonials and reviews.Leads to revenue growthEffective customer care involves understanding customer needs and preferences. This knowledge allows businesses to customize their offerings and suggest relevant products or services, increasing revenue.According to Forbes, 60–70% of sales are made from existing clients; only 5–20% are made from new customers.When customers trust a company, they are more open to additional purchases. Trust built through high-quality customer care can facilitate upselling and cross-selling.Reduces churn ratesEffective customer care helps build strong relationships with customers based on trust, satisfaction, and loyalty. Bad customer service can result in loss of business or customers who opt for other businesses.With this in mind, businesses can lower churn rates and increase customer retention over time by putting a high priority on customer care and responding to issues quickly and efficiently.Strengthen customer trust and relationshipsWhen customers encounter problems, they seek assistance or resolution promptly.Customer care teams are equipped to respond to these issues by troubleshooting technical problems, handling billing discrepancies, or resolving service complaints, ensuring that customers don’t feel ignored or neglected.By effectively addressing customer concerns and resolving problems, businesses can build stronger relationships with their customers and differentiate themselves in the competitive marketplace.Identifying areas for improvementCommunication with customers, whether through support calls, emails, or social media channels, provides a direct avenue for customers to voice their opinions, concerns, and suggestions regarding products or services.Through these interactions, businesses can identify recurring issues or pain points that customers experience.These could range from product defects to service delivery problems or even areas where the customer experience can be improved, leading to the development of better products and services that meet customer needs and preferences more effectively.Customer care examplesThese examples show how businesses in a variety of areas show their dedication to providing excellent customer care by taking proactive steps and offering customized experiences that put the needs of the customer first.LIKE.TGLIKE.TG is known for its excellent customer care and software for customer assistance. Recently, a LIKE.TG customer left a comment on G2 requesting that LIKE.TG add a mobile app and CSS customization for websites.With a thorough and thoughtful response from the customer care agent, the customer received a clear response that shared news of major additions to LIKE.TG’s services.The response mentioned that support for CSS customization has been logged as a potential addition, indicating that LIKE.TG is not only addressing current issues but also planning future enhancements based on customer feedback.The response showed LIKE.TG’s commitment to customer satisfaction and trust-building by offering a personal, transparent, proactive, and future-focused response.L.L.BeanL.L. Bean, a renowned outdoor apparel and gear shop, is praised for its high-quality products and outstanding customer care.One customer left a review on Reddit about their experience with the business and complemented them on continuing to provide excellent service.They related their experiences interacting with L.L. Bean customer care, pointing out that all their dealings with the company were excellent, even after the firm ended its indefinite guarantee in 2016.The customer valued the way the customer care staff responded to their inquiries regarding previous product policies and even put him in touch with the L.L. Bean archives.This account shows L.L. Bean’s continuous commitment to offering outstanding customer care by meeting their customers’ requirements, whether it is by providing thorough answers to product inquiries or timely service.StarbucksStarbucks is known for its exceptional coffee as well as a variety of drinks made with espresso, teas, pastries, and snacks.One customer asked Starbucks on Facebook about a good coffee beverage. They mentioned that they enjoyed cold brew with mocha but that they had to have a decaf alternative because of dietary constraints.Starbucks gave them a personalized recommendation for an iced decaf Americano with mocha right away, based on their preferences and decaf needs.The prompt and courteous exchange demonstrated Starbucks’ dedication to efficiently handling consumer questions.The customer was pleased and responded with enthusiasm, saying they were eager to try the suggested drink.Starbucks demonstrated its commitment to providing exceptional customer service by offering this customer a customized and useful solution that made them feel acknowledged and appreciated.Enhance customer care for your businessRemember that achieving excellent customer care is an ongoing process. It calls for constant dedication, flexibility, and readiness to listen and address the changing demands of your clients.Stronger brand reputation and stronger customer relations are the results of every effort you make to improve customer care.Are you ready to take your customer care to new heights? LIKE.TG will empower you to boost your customer care, create enduring connections, and promoting your company’s growth.Schedule a live demo to get started on the path to providing outstanding customer care or get a free trial and see the difference firsthand. Feel free to contact us if you need any additional support.Hope you found this blog post helpful. We value your feedback: Feel free to add any ideas or suggestions by leaving your comments in the provided space below.
Customer Connection: 10 Best Ways to Create It
Customers want more than just solutions to their big problems. They want to feel like they can rely on a company to help them with even small frustrations with their products.Businesses should invest in customer connections and relationships that go beyond buying and selling.An emotionally attached customer who is satisfied with their interactions with a company will be loyal to the brand. In this blog, we will learn what customer connection is, its importance, and how to create it. What is customer connection?Customer connection is a bond that a business creates between its brand and customers when they interact with its products or services.This can only happen when the business understands its customers.The connection forms due to an emotional response to the business’s offerings when interactions with employees far exceed their expectations or a combination of both.Why is connecting with customers important?To succeed in today’s competitive business world, organizations must create and maintain connections with customers. Customer connection is important for:Increasing customer loyalty: Connecting with customers genuinley fosters a sense of loyalty and builds long-term relationships, resulting in customer retention and reduced churn rates.Make your brand stand out: You can connect with customers when you genuinely engage with them to create that emotional attachment via exceptional customer experience. Purely transactional interactions from most companies makes you stand out from the rest.Creates customer advocacy: When you connect with your customers on an emotion level and make them happy, they will be much more likely to recommend your brand to others through word-of-mouth or social media.Improves brand perception: Positive experiences enhance a brand’s reputation, letting it become known for treating customers well, thus attracting new customers.How to connect with customers more effectivelyYou don’t need to wait for customers to come, buy, and go for your business to succeed.It would be best to find ways to continuously stay connected with customers to ensure you have satisfied their expectations.You can use the following methods to build a long-lasting relationship that leads to customer loyalty and connection with your brand:1. Know who your customers areUnderstanding your customers’ demographics, preferences, and behaviors will help you design your communication to resonate with them.Additionally, knowing them will help build trust, adding convenience and comfort, which in turn creates a stronger customer connection.Tips to consider:Businesses can anticipate needs and strengthen brand-customer connections through:Creating and distributing surveys to gather insights into preferences, satisfaction levels, and pain points.Use of analytics platforms to track customer behavior, website interactions, and purchase history.Studying your competitors’ customer base to identify gaps or opportunities for improvement in your customer experience.2. Show appreciation to your customersYour customers feel more connected with your brand when they feel appreciated.Showing appreciation can encourage your customers to feel warmly about your brand and give feedback more openly because they feel comfortable sharing their thoughts.Tips to consider:Appreciation is beyond saying thank you. Let them know that you value their business by:Implement a loyalty program that rewards customers for their repeat purchases or engagement with your business.On their birthdays or the anniversary of their first purchase, send them customized messages or offers.Publicly recognize and express gratitude to loyal customers on your business’s online platforms.Occasionally, catch customers off-guard with unexpected deals, additional products, etc.Your customers may feel more inclined to engage with a brand that acknowledges their support.3. Respond quickly to customers’ concernsCustomers appreciate it when their issues are acknowledged and responded to quickly, demonstrating that you care about and value your customers’ experiences.Research by Emplifi states that, 52% of customers anticipate a response from businesses within an hour, with many even anticipating a response in under five minutes.Your support agents’ response to your customers’ concerns are an opportunity to connect with those customers.They can experience your company’s competence and professionalism, but also understand that there are real, relatable people behind it.Tips to consider:Responding to your customers requires a thoughtful approach with the help of tools such as:Email ticketing system that helps businesses organize and respond to customers’ emails promptly.Live chat support to offer real-time solutions to customers directly on the website or through digital channels.Help desk functionalities such as a knowledge base or automation features for managing and responding to customer inquiries efficiently.Quick resolution of issues results in more seamless and satisfying customer interactions, creating a long-lasting impression of professionalism and effectiveness.4. Exceed your customers’ expectationsEvery customer has expectations they believe a brand will meet when engaging with a brand. Businesses should aim to exceed customer expectations.This will demonstrate your dedication to your customer’s satisfaction, which will create positive associations for them.Tips to consider:Businesses can meet customer expectations by:Setting realistic goals, communicating them clearly to customers, and trying to surpass them.Injecting every interaction with empathy, friendliness, and a willingness to help.Surprising customers with discounts.5. Actively engage with customers onlineIt is not enough to only have a social media account; you need to be responsive, engaging actively with your customers in the comments.Tips to consider:Since so many people spend a lot of time on social media, being where your customers are is a sensible step to build connections with them. You should:Respond promptly to customers’ concerns and inquiries online.Build a community and share relevant content, create user-generated content, and make people engaging on your pages feel a sense of belonging in your community.Note all customer feedback and acknowledge their input.When you actively engage with your customers online, you will demonstrate accessibility for customers seeking assistance.6. Have a customer centric-cultureThis involves crafting the organization’s values, processes, and modes to prioritize the satisfaction of customers.In a customer-culture, employees are empowered to take ownership of customer issues and make decisions that prioritize customer satisfaction.Tips to consider:Businesses looking to connect with customers should:Make customer satisfaction and success a top priority in every aspect of your business.Improve the customer experience whenever possible.Communicate with customers consistently and transparently across all touchpoints.7. Show empathyEmpathy is very important in the creation of customer connection since it enables businesses to understand, relate to, and address the needs and emotions of customers.Empathy in customer service means employees listen actively to customers and respond to them in a way that acknowledges their feelings.Tips to consider:Showing empathy to create customer connection involves:Using language that shows empathy and understanding.Understanding that it is reasonable for customers to feel disappointment, anger, or stress when things go wrong, and expressions of such should be treated with patience instead of taken personally.Demonstrating empathy and validating customers’ feelings can make them far more cooperative and patient in return.8. Personalize your marketing effortsThis involves businesses shaping their marketing advertisements, messages, content, or offerings to each set of customers grouped by interests, habits, and demographics, as appropriate for their industry.According to research by the Harris Poll, 61% of consumers said personalization is a standard expectation for doing business with a brand. And 37% said they would not do business with a company that does not offer a personalized experience.Tips to consider:Your marketing can be personalized by:Using your customer’s name in email subject lines, greetings, or promotional materials.Target advertisements, recommendations, and emails based on the recipients’ characteristics or past interactions.Use geolocation data to deliver localized messages or offers to customers based on local events, making your marketing communications more relevant and timelier.Your personalized marketing will contribute to a more positive and enjoyable customer experience and increase your customer connection.9. Create a customer communityBy bringing customers together who share the brand’s values and each other’s interests, businesses can create a feeling of belonging among them.Customer communities facilitate engagement and interaction among members, allowing them to connect, share experiences, ask questions, and offer support.Tips to consider:Choose a platform or a channel that aligns with your audience’s preferences.Provide valuable and engaging content that encourages participation and interaction within the community.Offer resources, tools, and support to help community members succeed, but also give them forums where they can give each other advice.10. Ask for and act on feedbackCustomer feedback is not just about gathering information but building meaningful connections with your customers and understanding their needs.When your customers give their feedback, ensure that it is relayed to the appropriate department for serious consideration.If reasonable, you act on the feedback and let the customers know you have. This shows that you value their opinions and want to improve their experience.Tips to consider:You will be creating a lasting relationship based on mutual respect and understanding by:Engaging with customers who provide feedback, both positive and negative, to show that you value their input.Arranging interviews or focus groups with select customers to delve deeper into their experiences to get more detailed insight into changes they’d like to see.Personalizing follow-up emails or phone calls to show customers that their opinions are valued and appreciated.Customer connection for business successBusinesses that prioritize customer connection are better positioned to succeed in the long term.They benefit from increased customer loyalty, higher retention, and a positive reputation. Let’s remain committed to building genuine, lasting connections with our customers, ensuring mutual success and growth.Use LIKE.TG to provide your customers with improved customer support and service.Experience it firsthand with a free trial or schedule a live demo for a guide through what LIKE.TG can do for your support team.Our dedicated customer support team is ready to provide further assistance every step of the way.Feel free to share your experiences and thoughts in the comment section below. We welcome your feedback and look forward to speaking with you!Related reads10 Practical Tips to Improve First Response Time in Customer ServiceHow to Handle Customer Complaints: 5 Best Practices9 Effective Metrics to Measure Customer Loyalty
Customer Data Management – Definition, Benefits, and Best Practices
With companies extracting vast amounts of customer data from various sources to optimize products and make evidence-based decisions, securing and managing it requires a plan.In the past, customer data management primarily revolved around collecting and organizing data. However, the vast abundance of data being generated has introduced challenges such as a rise in data breaches, storage difficulties, and data quality issues.It is now imperative to have client data management strategies that include data privacy and compliance measures to prevent the devastating impacts of a cyber breach.Read on to understand customer data management, the value it offers businesses, and the best practices you should adopt to effectively harness customer data. What is customer data management?Customer data management (CDM) is the process by which companies collect, organize, store, and secure customer information.The aim of customer data management is to harness technology in gathering customer data and converting it into useful customer profiles.These customer profiles can then assist in:Understanding customer behavior and preferences.Executing targeted digital marketing campaigns.Delivering personalized experiences.Types of customer dataCustomer data encompasses more than just names and email addresses. Understanding the kinds of customer data available is key. This understanding enables you to utilize this data effectively to enhance your business. The following are the types of customer data:Identity dataThis is data that identifies customers as unique individuals. Basic customer data includes a customer’s name, age, date of birth, phone number, postal and email addresses, gender, and race.Basic customer data could also include customer’s:Profession and industryIncomeIP addressSocial media usernamesBasic data is unique and facilitates the creation of personalized products and services.Data sources: This type of data can be gathered through your website by utilizing web forms that customers fill out.These forms may include newsletter subscriptions, contact forms, account sign-ups, and purchases.Behavioral and interaction dataThis is data on how your clients interact with your business at different touchpoints.Customer interaction data could include:Number and duration of website/app visits.Click-through and bounce rates.The total number of conversions.The level of user engagement with ads, social media posts, videos, and emails.The buying history of the customer.The value of product orders, renewals, or cancellations of subscriptions.This type of data is important in gaining a deeper understanding of the various customer interactions and objectives throughout their experience with your company.Data sources: Businesses utilize reports and analytic dashboards that give a rundown on how well their websites, ads, and social media campaigns are performing.Behavioral data can also be gathered directly from your website by examining transactional information on products and individual user behavior.Quantitative dataThis is measurable data on the performance and shortcomings of business operations. This could include things like customer service statistics, online/offline transaction figures, and campaign measurements.Data sources: This data can be sourced from help desk solutions, Google Analytics, marketing automation tools, and customer relationship management systems.Qualitative or attitudinal dataConsists of direct customer opinions about your business, services, and products. It’s a bit more complex to process because instead of numbers, attitudinal data comprises:Reviews from customers and clients.Responses to online surveys.Face-to-face customer interactions.Word-of-mouth reviews.Data sources: Customer opinions can be gathered through surveys and feedback forms that you distribute to your clients.Steps to implementing a customer data management processLet’s delve into the steps involved in implementing an effective customer data management process.Data collectionThe initial step involves setting up systems for gathering your customer data from a variety of channels. Develop a consolidated database for accumulating and storing the collected data.Data validationData validation involves checking and verifying that the data entered into the database is accurate, correct, and usable. You can set up procedures to verify and improve its quality to prepare it for processing.Data segmentationData segmentation involves creating unique and identifiable data clusters that define how the data can be used.Use effective data segmentation tools and methods to develop comprehensive customer profiles that can be accessed as needed across departments.What are the benefits of customer data management?Effective customer data management aids in making well-informed decisions that significantly promote the success of a business.Other benefits of customer data management include:High-quality data: By implementing data cleaning technology and techniques, you can ensure that the data you store is accurate and ready for processing.Improved customer satisfaction: Managing customer data makes it more suitable for analytics, which helps companies understand customer needs more accurately.Effective marketing campaigns: In sorting customer data into profiles, data management allows marketing teams and tech to analyze their demographics and create targeted campaigns.Improved customer trust: Proper data management fosters customer trust by ensuring that collected information is stored securely, maintained accurately, and used responsibly.Customer data management best practicesImplementing top-notch tactics for handling customer data not only aids your business in efficiently utilizing the data but also reassures your customers of their privacy rights being respected.Consider these best practices as a roadmap for effective management of customer data:Implement a proper strategy to manage dataDon’t just gather customer data without a strategy. Statista reported that consumers found the privacy of their personal data was the issue of highest concern when interacting with companies in 2022.It is, therefore, crucial to implement a customer data management strategy that keeps tabs on customer data throughout the pipeline to address these concerns.You can start off by setting standards, guidelines, and goals to organize your efforts and effectively measure success at each stage.The strategy should include information on:The people to manage the different aspects of the processA standardized way of data collectionThe data sources to be usedData storage locationsData governance and quality control measuresThe measures to ensure compliance with federal and internal regulationsKeep your data cleanRegular data cleansing is crucial for preserving the relevance and usefulness of your customer data. Routinely check, correct, or remove corrupt, inaccurate, or irrelevant parts of the data to enhance its quality and accuracy.By doing so, you ensure that the data you rely on for customer understanding and decision-making is current and reliable.Secure your customer dataConsumers are increasingly becoming aware and concerned about their data’s misuse. The impacts of a data breach have also become more severe.IBM currently estimates the average cost of a data breach at USD $4.45 million, a 15% increase over the last 3 years.To combat this, put data governance and security measures in place to safeguard customer information from unauthorized access, use, disclosure, alteration, or destruction, right from the data collection stage.You can achieve this by implementing robust security practices, such as encryption, access controls, secure storage, and regular audits.Collaborate with your legal team to confirm that the data platform you use complies with the law and that customers are well-informed about their data collection, usage, and sharing practices.Not only is protecting customer privacy a legal requirement under data protection laws like the European Union’s General Data Protection Regulation (GDPR), but it also helps build customer trust.Invest in the right softwareManaging customer data can involve a lot of manual procedures, which could result in a significant workload for your in-house teams.Investing in the right technology, like help desk software or a customer relationship management tool, provides an easy and secure way to collect, organize, and use customer data to enhance customer service strategies.Additionally, it can also help you:Analyze customer data.Record every customer interaction.Automate tasks such as marketing email distribution and lead follow-ups.Another benefit is that these tools have the capacity to handle a larger amount of data as your business expands.Focus only on important dataAlways be intentional about the data you collect not only to save time and money but also to prevent your team and data platform from becoming overwhelmed.Use a systematic approach to the data collection process to reduce irrelevant data. For instance, if you need a customer’s age, is it necessary to also collect their date of birth? If one piece of information suffices, there’s no need to gather both.Train your client data management teamsIt’s one thing to have protocols and policies, but it’s another to ensure employees understand them. Train all staff who handle and manage data to follow the correct processes and methods.For example, maintaining uniform data entry procedures can boost data quality, and being aware of possible security risks can improve data safety.Remember to conduct recurring courses and update training to keep pace with any changes and technological advancements.Find out more about data entry opportunities to expand your understanding of data management practices.Back up your dataIt’s important to have secure and updated backup systems to guarantee data recovery in the event of a data loss. Regularly test your backup systems to ensure they always step up when needed.Eliminate data silosIn the past, businesses often held their customer data in separate silos, with each department having its own set of customer data.This led to data inconsistencies, duplications, and inhibited a comprehensive understanding of customer behaviors.By consolidating data from various channels into one central place, you can:Eliminate errors.Centrally update and manage data.Ensure that everyone has the same information.Gain a more holistic view of the customer journey.Enhance collaboration and efficiency.Be transparent on how you manage dataTransparency serves as a cornerstone of fostering trust and enhancing the reputation of a business.Openly communicate on how you plan to collect, store, process, and utilize customer data.This way, you can assure your customers about your ethical position and dedication to safeguarding their personal information, possibly drawing in more customers who greatly appreciate data privacy.How does LIKE.TG assist customer service teams in data management?LIKE.TG is a sophisticated customer data platform that offers innovative features and tools to effectively gather, organize, analyze, and derive valuable insights from customer data.Here’s how LIKE.TG helps customer service teams manage and use their data:Data collection: LIKE.TG provides a highly customizable customer satisfaction survey tool that guarantees easy retrieval of feedback from clients. Users can create customized surveys with different question types and design elements.Data storage and security: LIKE.TG organizes and stores customer data in a manner that facilitates easy information retrieval and tracking of customer issues. Having completed the SOC 2® Type 2 compliance certification, it provides top-notch security and privacy that protects user data.Data integration: LIKE.TG offers seamless integration possibilities with your favorite applications. This helps simplify workflows, reduce data clutter, and derive insights from diverse data sets.Data analysis: The platform offers robust reporting and analytics tools, including customizable reports, dashboards, and visualizations, for better decision-making.Automation: LIKE.TG provides efficient automation for repetitive and manual tasks, saving users time.Collaboration: LIKE.TG fosters easy collaboration among team members using shared inboxes, allowing them to share reports and data visualizations with relevant stakeholders.Customer data management doesn’t need to be difficultWith so many new ways to collect, organize, and analyze customer information, it’s critical to have a strategy that strikes a balance between capitalizing on the data’s potential and safeguarding it from potential threats. Only then can you truly reap the benefits of your customer data.LIKE.TG is here to do the heavy lifting for you. Contact us to schedule a live demo to experience first-hand how LIKE.TG’s capabilities can help you manage data efficiently. Or, try out our free trial with instant access.Recommended reads10 Effective Ways to Boost Your Customer Service SecurityHow to Analyze Survey Data in Customer ServiceHow to Create Customer Service Policies Effectively
Customer Engagement: 11 Powerful Strategies to Implement
In today’s extremely competitive business landscape, standing out from the crowd is no longer just about what you are selling, it’s also about how you are selling it. To secure long-term business success, it is essential to deliberate which customer engagement strategies and customer follow-up policies to adopt.89% of customers are likely to make repeat purchases with companies that offer excellent customer service. Therefore, the importance of providing an outstanding customer experience cannot be overstated.Get ready to discover proven client engagement strategies that will revolutionize your customer support system and take your business to the next level. What is customer engagement?Customer engagement involves the continuous nurturing of a relationship between a business and its consumer, extending beyond just transactions.It’s a deliberate, regular strategy employed by a business that ensures every customer interaction is valuable, thereby enhancing loyalty.It can be achieved through marketing initiatives, internet content, and outreach via social media, mobile, and wearable devices.It’s crucial for businesses to stay updated on their customers’ changing needs, uphold and enhance their brand reputation, and ethically utilize customer data to improve customer experience.Engagement isn’t limited to the interaction between customers and employees or the product, but an active community can also enhance customer engagement.Why is customer engagement important?Customer engagement is crucial for businesses for several reasons:Boosting revenueThe more engaged a customer is, the more likely they are to make repeat purchases. This increases overall revenue for a business.The expense of attracting new customers can often exceed the cost of retaining existing ones.Strategies to engage customers can prolong their interactions beyond their first interaction or purchase, reducing customer turnover.Engaged customers typically turn into recurring customers.Regular customers who have a positive experience with your brand are likely to spend more compared to infrequent shoppers.Brand awarenessThe way customers view a brand and its values greatly influences their buying habits, loyalty to the brand, and their advocacy for it.Customers who are engaged are more likely to promote the brand. Their positive experiences can be shared with their network, thereby expanding brand recognition.Engaging customers effectively creates a memorable and lasting image of your company, enhancing your brand’s visibility in the market.By concentrating on delivering a superior customer experience, you can establish a faithful customer base that promotes marketing through word-of-mouth.Useful client feedbackCustomer engagement allows brands to gather valuable feedback and insights about their customers’ preferences and needs.Utilizing surveys, social media posts, or questionnaires can help you acquire customer feedback.This understanding can be used to improve products or services, ultimately resulting in increased customer satisfaction.Improved customer trust and retentionEngaging often with customers enhances their loyalty to the brand by creating emotional connections. A robust engagement strategy will enable you to:Continuously understand your customers’ opinions about your product or serviceAppreciate their valued qualities.Pinpoint any areas needing enhancement to deliver a superior experience.Utilizing data and personalization throughout the customer journey can improve customer interactions.By making your customers feel acknowledged and valued, you can help reduce customer churn. Demonstrating authentic interest in your customers increases the chances of repeat purchases.Upsell and cross-sell opportunitiesUpselling and cross-selling also provide opportunities to create new revenue streams. For instance, a software company might upsell premium features or cross-sell complementary software to existing customers.By offering upsell and cross-sell opportunities that meet customers’ needs, businesses can increase customer retention and sustain long-term profitability.Building a communityWhen a business fosters a community, it gives customers a sense of belonging. Engaging customers can assist in creating a community and encourage them to share their interactions with your brand and other customers who share similar interests.Regular and meaningful customer engagement can build customer trust. Customers who have faith in a brand are more likely to remain loyal and keep transacting with the company.What is a customer engagement strategy?A customer engagement strategy is a well-planned approach for creating a consistent positive experience that keeps customers coming back to your product or service.Customer engagement strategies involve creative and well-timed interactions with customers in order to:Grab their focus.Provide them with the best possible experience.Keep them interested in your brand.Top customer engagement strategies you should tryA thriving business has a strong customer engagement plan at its core, which focuses on fostering emotional connections, loyalty, trust, and advocacy among customers.So, how does a business achieve this? Let’s explore eleven smart customer engagement strategies that you should leverage:1. Know your customers and their journeysBefore initiating any customer engagement plan, it is essential to understand who your customers are and how they interact with your brand.Start by identifying key stages like:How they discovered your product.Their assessment of your product.Any problems they encounter.The resolution of those problems.This will reveal the overarching customer needs and behaviors, as well as identify opportunities for engagement. Gain insights into your customers’ behaviors by examining factors such as purchase history, browsing history, product preferences, and frequency of purchases.This understanding enables you to develop customer profiles and devise targeted client engagement strategies that effectively engage each customer demographic in a way that yields results.2. Share your story55% of people say they would consider purchasing from a brand after reading a compelling story. Share authentic and relatable stories about your brand and its values to establish an emotional connection with your customers and create a sense of community.Let your customers know:Your personal experiences.The various obstacles you have encountered along the way.The innovative strategies you employed to overcome obstacles.Present this information in a manner that is both engaging and relatable, allowing your customers to identify with your story. To see how this works, read LIKE.TG’s story.3. Improve the appearance and user experience of your websiteA well-designed website with a visually appealing interface, clear navigation, and engaging content is an important customer engagement marketing strategy. Adding videos to your website can significantly boost audience engagement. Leveraging AI-generated videos makes this process even more efficient and impactful. It not only attracts more visitors but also encourages them to spend more time exploring your offerings.Improve your website’s look and feel to:Reinforce your brand’s image.Build trust with potential customers.Drive organic traffic.Increasing the likelihood of conversions.Apart from highly ranking in search engine results, a well-designed website will offer:An optimized performanceFast loading timesA seamless functionalityMulti-device compatibility4. Create a customer loyalty recognition and reward programRecognizing loyal customers is a strategic customer engagement plan to foster a strong sense of connection and value between a company and its clientele.Develop enduring relationships with customers who continually engage with your brand by offering redeemable points, discounts, and exclusive offers.5. Provide personalized customer experiencesA study conducted by Twillio revealed that 60% of consumers become repeat buyers after a personalized purchasing experience. It is therefore imperative to make your customers feel valued and understood by creating personalized experiences that cater to their individual preferences.By tailoring content, recommendations, and interactions based on past purchases, browsing history, and demographics, you can build deeper relationships with your customers.Customization will not only distinguish your business from others, but it will also improve the customer experience, leading to greater satisfaction, loyalty, and advocacy.6. Set up convenient support channels for your customersLong gone are the days when it was enough to provide customers with a support line. Modern-day clients desire various modes of interaction, and above all they seek prompt responses.Having an omnichannel plan in place to provide 24-hour support is a vital customer engagement plan that will allow customers to easily access assistance and communicate with your business.Provide customers with multiple support options, including live chat, email, phone, and social media.By setting up various support channels, you can:Allocate agents to manage inquiries from each channel.Address problems swiftly.Accommodate a wide range of customer preferences and requirements.Collect crucial customer feedback.Obtain a deeper understanding of customer behavior.These advantages will help enhance the overall customer experience and boost customer engagement.7. Add value at every interaction you have with your customersIt is essential to approach each interaction you have with your customer as distinctive.Make every interaction you have with your customers count by:Communicating effectivelyActively soliciting feedbackUnderstanding their needs, preferences, and expectationsProviding prompt responsesOffering personalized and relevant experiencesConsistently refining deliverables based on customer inputBy cultivating a culture centered around customers, you can establish an emotional bond with them, which consequently enhances customer engagement and overall business success.8. Encourage customers to share ideasEstablishing a collaborative environment with your clients is an important customer engagement plan that will help you:Establish a sense of communityFoster open customer communicationPromote innovative thinkingOffer targeted customer experiencesStay ahead of customer needsBoost customer satisfaction levelsBuild lasting relationshipsAcknowledge and appreciate customers whose recommendations were feasible and have been implemented, to encourage more customers to share their ideas on enhancing their experience.9. Provide conversational customer supportConversational customer support should be one of the top customer engagement strategies for businesses looking to enhance customer satisfaction and nurture lasting, fruitful relationships.To encourage transparent communication across all your channels, give customers the impression that they are speaking to a real person.To achieve this, you can:Initiate brief casual conversations.Adopt a warm, friendly tone.Incorporate client-specific details in chats and canned responses.Avoid using overly formal language.Pose questions to stimulate conversations.Creating a sense of concern and familiarity builds customer trust and satisfaction, which results in increased customer retention and brand advocacy.10. Offer an exciting customer onboarding experience63% of customers believe that the onboarding period plays a vital role in determining whether to subscribe to a product or not.Therefore, it is important to offer an engaging onboarding experience to induce strong customer engagement and establish a foundation for a long-lasting business relationship.An excellent approach for achieving this is to:Provide a captivating introduction to your product or service.Set up transparent communication with new clients.Follow up on their progress.Complement the process with educational materials.Customize experiences according to the user’s preferences.A well-executed onboarding experience:Serves as a powerful marketing tool.Facilitates seamless product adoption.Sets the right tone for subsequent engagements.Enables you to cultivate a loyal client base.11. Boost customer engagement by empowering your support staffEmpowering your support staff provides them with the autonomy, skills, and resources to effectively address the diverse needs of your clients.Promote a culture of ongoing learning and growth to enable your staff can acquire a deep knowledge of your products and services, allowing them to offer proactive, customized, and efficient solutions to customers.Additionally, empowered support staff are more likely to take responsibility for their work, show greater job satisfaction, and actively participate in enhancing processes.How to measure customer engagementAn effective customer engagement strategy fosters brand loyalty, boosts sales, and reduces customer churn. But how do you know if your strategy is working?To gauge the effectiveness of your customer engagement initiatives:1. Define your goalsDetermine the improvements you want to achieve for customer engagement. Is it increased website traffic, higher social media interaction, or more repeat purchases? Defining your goals enables you to focus your efforts and select relevant performance indicators.2. Identify key performance metricsEstablish specific and relevant KPIs to help you track progress and pinpoint areas of strength and weakness in your strategy. There’s a range of metrics to consider, depending on your goals:Customer satisfaction (CSAT): CSAT surveys measure how satisfied customers are after engaging with a business.Net promoter score (NPS): Determines customer loyalty and satisfaction by evaluating how likely customers are to recommend your products or services to others.Customer effort score (CES): Evaluates how easy it is for customers to complete certain tasks like finding information on your website.Social media engagement metrics: These metrics track how customers interact with your brand across social media platforms, including brand mentions, likes, comments, and shares.Pages per session: This metric measures the number of pages (e.g., blogs or landing pages) a customer navigates through in a single visit to your website.Customer retention rate:This tracks the number of customers your company has retained over a specific period.Customer churn rate: This metric calculates the percentage of customers who stop using your product or service during a certain period.Average session duration: This metric shows the average time customers spend on your blog or landing page in a single visit.Conversion rates: This metric measures the percentage of customer service interactions that result in a sale, a subscription, an upgrade, or any other type of conversion that is beneficial to the company.3. Choose the appropriate toolsSelect the right tools to gain a holistic view of how customers interact with your brand across different touchpoints.These tools include:Contact management systemsWebsite analytics platformsSocial media monitoring software4. Continuously analyze and refine your strategyRegularly track your customer engagement metrics to identify trends, measure the success of specific engagement initiatives, and make data-driven decisions to optimize their effectiveness.Additionally, always gather customer feedback to gain insights into individual customer behavior and preferences and use this data to improve your strategy.Best 5 customer engagement examplesHere are some successful customer engagement examples:NikeNike’s customer engagement strategy stands out due to its membership-based club applications, which are centered around assisting users in achieving their objectives. These membership-based club applications include:Nike Run Club: Nike engages its customers through the Nike Run Club app, where users can track their runs, get personalized coaching plans, and share their achievements with a community of runners. This not only promotes the use of Nike products, but it also creates a community around the brand.Nike Training Club: Similar to the Nike Run Club, this app offers fitness enthusiasts workout plans and guidance, thus strengthening customer engagement.The brand also operates an exclusive Nike Membership program that offers member-only styles, free shipping, special deals, and more.CanvaCanva boasts a large user base spanning several nations. They maintain an active and engaged customer base by offering:Interactive tutorials: Canva provides interactive tutorials to help users create designs. This engages users by helping them learn how to use the platform while also creating content.Social media engagement: Canva actively engages with users on social media platforms like Facebook, X, and Instagram. They share user-generated content, respond to comments, and post relevant content to engage their audience.Challenges and contests: Canva often runs design challenges and contests inviting users to engage with the platform and showcase their design skills. They also conduct the #CanvaDesignChallenge campaign, which is promoted through email and social media, to motivate customers to use their product.SpotifySpotify links with music enthusiasts around the globe via its vibrant Spotify community. Spotify frequently offers unique value propositions to its customers by routinely providing them with customized playlists that reflect their listening preferences. Spotify customer engagement strategy involves:Personalized playlists: Spotify engages its users by creating personalized playlists based on their listening habits.Social sharing: Spotify allows users to share what they’re listening to on social media platforms, encouraging engagement not just within the Spotify app, but across other social networks as well.Coca-ColaCoca-Cola has several customer engagement techniques:“Share a Coke” campaign: Coca-Cola’s “Share a Coke” campaign was a perfect example of customer engagement. They replaced their traditional logo with the most popular names, encouraging customers to buy a Coke bottle with their name on it and “share a Coke.” Their sales saw a significant boost due to the huge success of the campaign.Coke Studio: This music television series sponsored by Coca-Cola brought together different artists to collaborate and create unique music. This engaged customers not only with the brand but also with the music, creating a strong emotional connection.Coke Rewards Program: Coca-Cola’s rewards program encouraged customers to collect points from product purchases and redeem them for prizes. This program not only increased sales but also fostered customer loyalty.SlackSlack has become a vital tool for many professionals. Slack understands the significance of its software in its users’ lives and the role it plays in fostering an “always-on” culture. To address this, Slack has the following engagement techniques:Personalized onboarding: When a user signs up for Slack, they receive a personalized onboarding experience. Slack guides users through the various features and functionalities, ensuring they understand how to use the platform effectively.Slackbot: This is an automated assistant that helps users navigate the platform. It answers questions, provides tips, and prompts users to complete tasks, engaging them and enhancing their user experience.User community: Slack features a user community where individuals can exchange their experiences, pose questions, and offer feedback. This engages users, making them feel a part of the community, and it improves the platform based on users’ needs.Regular updates: Slack regularly updates its platform with new features and improvements, keeping users engaged and interested. Updates are communicated via email, in-app notifications, and through their blog.Forge stronger bonds with smart customer engagement strategiesTaking proactive approaches in enhancing the interactions you have with customers can significantly impact your business’s overall success. It is, however, pointless to have customer engagement strategies with no tools to help you implement them.Check out LIKE.TG, which presents robust tools that will help you execute and evaluate these strategies effectively.Get in touch with our support team to schedule a 30-minute live demo to see how LIKE.TG’s features can be customized to accommodate your business’s needs. You can also begin a 15-day free trial today.Related articlesCheck out the following related articles:Customer retention strategiesCustomer follow-up strategiesCustomer support operations
Customer Expectations: 7 Best Ways to Fulfill Them
Businesses strive to create a world where every customer’s expectation is not just met but anticipated, where providing support is not just about customer satisfaction, but about creating lasting moments that linger in their customers’ minds.It is no secret that each exchange between a business and a customer serves as a springboard for creating powerful impressions with customers. However, do you know what your customers want?With customers continuously adjusting their expectations and having access to seemingly endless options and information, businesses are now forced to understand customer service expectations better than they ever have before, modify their brands, and support their operations accordingly to establish enduring customer relationships.This blog is a guide to decoding customer expectations. Let’s explore where anticipation meets fulfillment, understanding prevails, and the customer’s voice is crystal clear. What are customer expectations?Customer expectations refer to the standards and quality that customers anticipate when interacting with a company, utilizing a product, or reaching out to a customer service team.These expectations will vary, depending on factors such as:Previous experiencesMarketing messagesIndustry normsType of companyCustomer locationIt’s important to understand that customers have high expectations of your business, and failing to meet their expectations can result in them choosing a competitor.This means that you only have a limited number of opportunities to make a positive impression.Meeting or exceeding customer expectations is crucial for building customer satisfaction and loyalty.Types of customer expectationsCustomer expectations can be categorized into various types based on different aspects of customer interactions with a product, service, or company. Here are several common types:Explicit expectationsThese expectations are the fundamental needs that customers express to you directly throughout their interactions with you. When a customer chooses to purchase from you, they have defined expectations.These expectations may include:Operational costs when using the productThe quality of customer serviceTiming for delivery of updates or new productsIf you sell computers, for instance, a buyer may enter your store with specific requirements, such as a certain price range or set of features they are seeking in a laptop.Implicit expectationsImplicit customer expectations refer to the fundamental presumptions that consumers have about your company, service, or product.Customers have these expectations even though they aren’t explicitly stated.Before their initial engagement with you, customers’ implicit expectations are frequently shaped by:Online researchWord-of-mouth recommendationsPrior customer interactions with related companiesInterpersonal expectationsThese are assumptions or beliefs customers hold about how they will be treated by your support team when they contact customer support.Interpersonal expectations could include:Clear and respectful communicationTrustworthiness and transparencyActive listening by support agentsEmpathy in customer serviceGood conflict resolution skillsDigital expectationsThese are expectations that customers have about their interactions with your business online, be it via social media, interactive PDF documents, interactive assessments, mobile apps, or websites.It is crucial that these channels be simple to use and offer insightful information about your company, its goods, and its services.For example, if you are a restaurant owner, customers would expect the following:A website that is simple to navigateA clear view of your online menu with pricesQuick and reliable channels to inquire about your servicesDynamic performance expectationsThis relates to how customers anticipate your product or service to develop over time to meet their changing requirements.Companies should revise their customer expectations in response to market changes and remain proactive by:Considering competitor advancementsRealigning their business goalsEvaluating new products in the marketWhat are common examples of customer expectations?Fully comprehending your customers’ needs and expectations is vital to the success of your business.The following are some of customer expectation examples that can help you gain insight into your customers’ expectations:High-quality goods or servicesCustomers expect the products they purchase will meet their needs and perform as advertised. They expect products to be well-designed, visually pleasing, and free from defects or issues.This expectation encompasses factors such as:DurabilityReliabilityFunctionalityExceptional self-service optionsCustomers expect self-service options that are user-friendly and built into the customer experience. This enables customers to resolve their queries independently and find answers without the need to contact support.According to a Higher Logic study, 77% of respondents indicate that they have a more favorable opinion of businesses that provide self-service options for customers in need of assistance.Self-service options should meet and exceed customer expectations to enhance the overall customer experience.Common self-service resources include:Knowledge baseHow-to videosCustomer portalsManuals and documentationCommunity forumsTrustworthiness and consistencyCustomers expect businesses to be dependable and trustworthy. They want to be able to rely on the company to consistently deliver on its promises. This includes:Delivering products and services on timeMaintaining established levels of supportFulfilling commitments made during the sales processTransparency and honesty in all activitiesCustomers want businesses to be forthright and transparent about their products, services, pricing, and policies.They expect clear and accurate information to be provided up front, without hidden fees or misleading marketing tactics.Customers appreciate businesses that are honest about any limitations or potential issues associated with their offerings.Personalization and customization of customer experiencesCustomers want experiences tailored to their preferences, needs, and interests. They expect businesses to understand their unique requirements and provide personalized recommendations, suggestions, or solutions.This expectation extends to personalized communication, such as emails or targeted advertisements.Outstanding experience with customer service teamsCustomers expect and deserve to be treated with respect, courtesy, and professionalism at each touchpoint throughout their interactions with a business.Furthermore, they anticipate support agents to be easily accessible, attentive, and responsive, providing timely and helpful solutions when they have questions, concerns, or issues.Availability of various communication channelsCustomers expect ease of access and convenience when reaching out to businesses for support inquiries or requests.This means they expect to be able to contact companies via the channels they are most comfortable with.Omnichannel support allows customers to seek assistance through multiple channels, making it easier for them to connect and interact with support agents for faster issue resolution.Some of the customer communication options that customers expect businesses to use include:Social mediaWebsiteEmailsWeb formsStrategies for managing customer expectationsControlling client expectations is essential to preserving trust and satisfaction. Here are some helpful customer expectations management tips:Gain insight and familiarity with your customer baseTo meet the expectations of your clients, it is important to have a thorough understanding of their needs and interests. Basic demographic data such as age, gender, and location are not sufficient.Therefore, conducting market research by communicating with both new and returning customers can be extremely helpful in understanding what they desire from your business.By paying attention to their responses, you can gain a deeper understanding of what your audience wants and make sure that you are delivering it.Offer omnichannel options based on customer preferencesProviding customers with multiple ways to get in touch with customer service teams can assist in delivering a seamless experience.By merging different communication methods into a single unified workspace, customer service teams can handle all interactions seamlessly and respond to customer inquiries promptly and efficiently.Set clear goals that align with meeting customer expectationsYour support teams, who interact with clients daily, have a big say in whether your business lives up to its customers’ expectations.Establishing defined targets centered around meeting customer expectations is the best way to guarantee that your agents give your clients the level of service they need.Additionally, make a list of the most frequently asked questions and searched topics on the company website and use that to implement an FAQ section or as the foundation of a knowledge base to enable self-service support.Be proactive in your customer service approachThe greatest companies go the extra mile to find out deeper customer expectations when responding to complaints and take proactive customer service measures, such as:Collaborating with the client to plan their customer success journeyAssessing past accomplishments and failed expectationsHandling any potential customer issues that may lead to failure in meeting expectationsAdopt a customer-centric cultureTo ensure business success, it is crucial to adopt a customer-centric approach.This means that the needs and expectations of the customers should be kept at the forefront of all business operations, from the first interaction with the customer to the follow-up after a purchase has been made.By prioritizing the customers and catering to their needs, businesses can build strong and long-lasting relationships with their customers, leading to increased customer loyalty and business growth.Seek your customers’ feedback regularlyCollecting feedback from your customers is a sure way to determine how well your business is satisfying their needs.You should regularly send surveys that ask customers about their:Level of satisfactionEase of access to informationPurchasing processProduct suitabilityBy analyzing this data, you can identify areas for improvement and keep track of your customer satisfaction score to ensure that your customers’ expectations are being met.Find out how your competitors are exceeding customer expectationsCustomers compare experiences between brands. This shapes their expectations when they begin considering your business and its products or services.Focus on enhancing the area where your competitors are outperforming your business.Whatever they’re doing the best, their customers will be very vocal about it in testimonials, case studies, and reviews. Use this information to improve your brand and gain an edge over the competition.Why exceeding customer expectations is importantHigher customer satisfaction: Going above and beyond customer expectations leads to higher levels of customer satisfaction. Satisfied customers are more likely to return and recommend your business to others.Repeat business: When customers are confident that your company will meet their requirements and expectations, they are more likely to return for future purchases.Increases customer loyalty: Providing excellent service and exceeding customer expectations results in loyalty, positive recommendations, and sustainable business growth.Yotpo research found that 59.3% of brand-loyal customers are likely to recommend their favorite brand to friends and family, which results in new networks of prospective customers.Consistency in the quality of customer service significantly influences a customer’s willingness to pay, advocate for, and remain loyal to the brand.Boosts brand reputation: When you exceed your customers’ expectations, they are more likely to share their positive experiences with others, which can have a significant positive impact on your brand image. You can establish a stronger reputation for your brand that will help you stand out in a crowded market.Gives your business a competitive advantage: When customers receive a level of service or product quality that surpasses their expectations, they tend to remember your business and prefer it over others in the future.Reduces churn: Companies frequently deal with customer turnover or client churn. Meeting customer expectations stabilizes the customer relations, lowers the risk of losing business to rivals, and promotes sustainable revenue growth.Meet all your customers’ expectationsThe foundation of any successful business is its ability to meet its customers’ expectations.Get to know your target market and establish clear goals and standards that align with these expectations to ensure you completely satisfy them.By exceeding expectations and actively listening to customer feedback, you can build a reputation for quality and become a leader in your industry.Remember, satisfied customers are more than just a revenue source, they are advocates and influencers that can propel your brand to new heights.Book a live demo to see how LIKE.TG helps you understand and meet your customers’ expectations better. Start a free trial to explore its many features. If you have any questions about the product and its capabilities, contact the LIKE.TG support team.Do you have any additional ideas for how to exceed customer expectations that you think we should add to this article? Kindly share your opinions and suggestions in the comments below.
Customer Experience Strategy: How to Create and Improve It
For many businesses, customer satisfaction is paramount, and so businesses must meet and exceed customer expectations.A PwC survey found that 73% of customers consider their experience with a business to be a significant factor in their purchasing decisions.Thus, designing a solid and well-considered customer experience strategy is one of the best ways to enhance customer satisfaction, heighten customer loyalty, and increase revenue.But the crucial question remains—do you know how to craft an effective customer experience strategy?In this article, we will take you through how to create an exceptional customer experience strategy and how to improve it. What is customer experience?Customer experience (CX) is a term that defines the overall perception, emotions, and attitude a client has towards a business or brand throughout the customer journey. Customer experience is not confined to a single interaction or transaction; instead, it is an ongoing process that evolves.The customer experience journey begins when a potential customer becomes aware of a brand or business. This could be through channels such as advertisements, word-of-mouth, social media, or even a simple online search.The journey continues as the customer engages with the brand, which could involve browsing products or services, making inquiries, and ultimately purchasing.But the customer experience doesn’t end at the point of sale. It also extends to post-purchase interactions, including customer support, feedback solicitation, and any other communication between the business and the customer.Every touchpoint between a customer and a business shapes the customer experience. Therefore, businesses and companies should strive to ensure positive and memorable interactions, increasing customer satisfaction, loyalty, and advocacy.What is a customer experience strategy?A customer experience strategy is an plan that a company formulates to define its interactions with customers across all touchpoints of the customer journey.This strategy goes beyond merely addressing customer inquiries; it considers every element influencing customers’ overall experience, perception of, and satisfaction with the business.A CX strategy involves planning to address customer pain points and concerns in various stages, such as:The initial business discovery phaseThe purchasing processPost-purchase follow-upImplementing a CX strategy helps ensure every customer interaction is as positive as possible, thus fostering satisfaction and likely future purchases or continued subscriptions.How do you create a good customer experience strategy?Creating a comprehensive customer experience strategy is crucial. To design one, take note of the following tips.Examine the customer journeyThe customer journey encompasses every interaction a customer has with your business, from initial contact to final purchase or service. If you are trying to improve it, first you have to understand what it looks like. Create a diagram and map on it each step your customers might take in their interactions with your company. This might include:The brand-awareness periodThe shopping experienceNegotiation and purchasePost-sales follow-upBy examining your customer journey map, you can identify all the points where a customer’s experience might be impacted and how.Train and empower your support agentsJust as it’s important to understand your customers, it’s equally important to empower your support team to deliver a great experience.Therefore, when creating your client experience strategy, you need to consider the support team’s experience, too.This involves understanding your support team’s roles, workflow, and skills, and where there might be gaps in the latter.Understanding where skill or knowledge gaps exist helps you provide appropriate training to your agents. They should learn explicitly how to best handle customers at all touchpoints, thus empowering them to deliver an exceptional customer experience.Additionally, mapping out their workflow can give you insight into why issues may be occurring at points where they interact with customers. Workflow adjustments may be required.Gather and analyze your customer’s feedbackRegularly gathering and analyzing customer feedback from surveys and social media helps in identifying areas for improvement and adjusting customer experience strategies. Follow up with your customers on their pain points, suggestions, and their overall customer service experience.This approach helps identify issues or service gaps directly so you can make adjustments, thus enhancing the customer experience.How to improve customer experience strategyCreating a customer experience strategy and implementing it isn’t the end of the matter. Managing your strategy is also important for a continuous positive customer experience.The following are some of the best practices for maintaining and improving customer experience strategies.Understand your customersFor a better understanding of your customers, you should try:Thorough customer analysisCustomer service empathy mappingThorough customer analysisThoroughly research and analyze customers to create a successful customer experience strategy.Understanding their demographics, needs, preferences, and behaviors helps identify the target audience. This will let you customize parts of the customer experience to your demographics, like advertising or lingo.For in-depth research, you can use tools such as reports, metrics, and analytics to help you get valuable insights from your customer data.You can gauge customer interactions, purchase history, and behavior patterns to help you figure out, for example what might make them leave before completing a purchase.To do qualitative research:Conduct customer satisfaction surveys.Set the right key performance indicators.Engage your customers through after-purchase follow-up.Employ empathy In direct interactions with your customers, your support team’s default mode should be empathetic.When customers describe their issues, your agents’ responses should contain sincere apologies for the inconvenience and in some cases, phrases that assure the customer that their frustration is understandable.Expressions of empathy are not always natural to your support agents, so explicit training is beneficial.Some agents believe that solving issues quickly is all that matters and do not realize that the tone they communicate with is abrupt and might make the customer feel like a bother.So, teach your agents what empathy looks like in customer service.Use the right toolsImplementing the right customer service tools also plays a vital role in customer service strategies. For example, by integrating the following tools into your customer service, you can:Organize all of your support requests in one place, assign them to the proper agents, and enhance team collaboration using the ticketing system feature.Create a knowledge base to offer your consumers a self-service option via a central repository of information.Automatically perform recurrent tasks at each stage of a ticket life cycle and create an operation workflow that is particular to your organization using automation features.Use reports and analytical dashboards to visualize meaningful, real-time metrics that aid in understanding and enhancing the customer experience.Implement multichannel supportDifferent customers feel more comfortable using different channels to communicate with companies. Offering multiple channels means you’ll get more feedback and become aware of issues faster. Customers interact with businesses through:Social mediaWebsites and webformsEmailsCommunity forumsLive chatsThis can get confusing on the support side. Using a platform that supports this multichannel approach ensures a consistent, seamless customer experience across all channels.These platforms funnel all the channels to one system on the support side. They can allow customers to switch between different communication channels without your agents losing context, too, resulting in a more streamlined experience.Set an SLAAn SLA should contain an agreement between the support team and customers about how much time ticket responses and resolutions ought to take. It’s important to implement one to:Clarify expectations of customers and correct them, as needed.Clarify what you expect of customers, as well.Establish fair and measurable standards for your team to meet.Set consequences for nonperformance.Establish escalation procedures.Additionally, by implementing an SLA, you promote accountability for your customer service performance, thus increasing competency.Create customer feedback loopWhether positive or negative, customer feedback should be valued and used to improve your business. Therefore, setting up a customer feedback loop is important.With an effective customer feedback loop, businesses can gather and analyze customer feedback to help them create good follow-up strategies and enhance the customer experience.Successfully creating and closing a customer feedback loop demonstrates to customers that their views are respected and appreciated, thus creating a better reputation.Leverage artificial intelligenceArtificial intelligence (AI) is the ability of computer systems to simulate human skills and expertise.Using artificial intelligence can significantly improve your customer experience. AI can analyze customers tickets to understand the intent and emotions of the customer feedback through sentiment analysis.Additionally, with AI assist features, you can summarize, rephrase, and correct grammar in your agents’ responses to customers, making them sound more professional.AI can even translate knowledge base articles into multiple languages, giving the usefulness of your self-service a boost.Moreover, you can integrate knowledge-based AI with your help desk to offer faster and more accurate support. Implementing knowledge-based AI in your customer service, you can reduce customer wait times and workload on your customer service team.Evaluate your customer experience metricsRegular evaluation of customer experience metrics, such as net promoter score (NPS), customer satisfaction score (CSAT), and customer effort score (CES), can provide insights on how well your business is meeting customer expectations.Thus, you need to regularly evaluate your customer experience metrics. This will help you identify areas for improvement and also gauge the success of your implemented changes.Conduct regular team trainingRegular training ensures your team has the necessary skills and knowledge to provide excellent customer experiences. By training your agents regularly, they can develop the necessary skills to handle different customers, use new tools, and understand new products or services.Training gives your agents new perspectives on solving customer issues, thus increasing the efficiency of your customer service.Create promotional programsPromotional programs are rewards that a company offers customers based on how frequently they interact with the business, encouraging them to continue doing business with you.There are different promotional programs, examples are:Discounts and coupons.Free products or samples.Early access to new products.To improve your customer experience, depending on the nature of your business, you ought to implement promotional programs. They provide your customers motivation and a feeling of receiving higher value.Personalize your customer servicePersonalized customer service can significantly enhance the customer experience. You could:Use your customers’ name in correspondence.Have your site remember your customers preferences.Provide personalized recommendations to customers.Be friendly rather than robotic during your interactions.Collect (and secure) personal customer data.Offer your customers solutions customized to their needs when necessary and possible.By personalizing your customer service, you can boost your customer experience, since your customers will have a feeling of being acknowledged as a person.Benefits of customer experience strategiesImplementing a good customer experience strategy in your customer service offers the following benefits.Increases customer acquisitionCompelling customer experience strategies focus on creating a customer-centric environment, exceeding expectations, and fostering a positive reputation.This attracts new customers who are more likely to choose a business known for providing positive experiences over one with poor or even average customer experience.Improves customer engagementExceptional customer experience strategies that include implementing multiple communication channels and using customer feedback loops enable businesses to connect with their customers on a deeper level, leading to increased engagement.This engagement strengthens customer relationships with a better understanding of their needs and preferences. Data and anecdotes from this engagement can be used to improve products, services, and marketing strategies.Reduces the cost of service and marketingPositive customer experience strategies save business costs by reducing product returns, complaints, and support needs. Happy customers are more likely to recommend the business to others, thus reducing the need for expensive marketing campaigns and customer service costs.Increases customer loyalty and retentionExceptional customer experience strategies increase loyalty and retention. It’s crucial to provide a good customer experience to retain existing customers, as retention is more cost-effective than acquisition.Certainly, customers who have an exceptional customer experience with a business tend to stick with the business. This serves as an advantage, as loyal customers are more likely to become brand advocates by recommending your business to others, thus reducing your marketing costs.Moreover, happy clients purchase more products and services from the same business, thus contributing to your company’s growth and success.Plan your customer experience strategyHaving a well-crafted customer experience strategy is key for company growth. Having easy-to-use support software with all the features you need is a major component of that strategy.Therefore, you should try LIKE.TG, powerful help desk software that helps you understand your customers’ needs, expectations, and experiences. LIKE.TG offers a 30-minute live demo and a 15-day free trial so you can see how its features can be customized and integrated to meet your company’s needs.To learn more about LIKE.TG, don’t hesitate to contact our LIKE.TG team.Related articles12 Crucial Customer Experience Metrics for Your Support Team | LIKE.TG7 Best Techniques to Improve Customer Experience9 Effective Customer Experience Optimization Strategies7 Best Ways to Utilize AI for Customer Experience
Customer Feedback Loop: Importance and How to Close It
Gathering and taking actions on customer opinions are a crucial success factor in a business.With 55% of United States respondents to a Statista survey believing that most brands act on their customers’ feedback, companies need to put more effort to improve this percentage.Having a strong customer feedback loop is the solution to providing sufficient client support with guaranteed customer satisfaction for a good customer experience.This article will examine different key aspects about a client feedback loop in details. What is a customer feedback loop?A customer feedback loop refers to a strategy used by businesses to continuously improve products or services based on customers’ feedback. This process involves businesses collecting clients’ feedback, analyzing it, and responding to it.Based on end-users’ reviews, suggestions, and opinions, businesses can come up with viable solutions and make changes to their brands. They can also improve the overall functionality of their companies.How to create a customer feedback loopFor a customer feedback loop to be created and implemented successfully, the following five steps should be followed.1. Gathering information from clientsThe first step involves collecting customer feedback. This is done before the customer feedback loop begins.You can collect feedback from clients through tools like CSAT survey tools, social media, product feedback forums, online review platforms, and email.The aim of gathering feedback is to get clients’ opinions, get their reviews regarding a brand or overall company, get their suggestions on areas that need improvement, gauge how satisfied they are with a brand or company, and so forth.2. Analyze the dataOnce you collect the data, it is time to make sense of it. The data will include patterns, facts, and conclusions. Analyzing those means you are trying to convert raw data into information.In a modern and intuitive help desk, you can get the automatically analyzed data in a customer satisfaction reports dashboard.Try to find out regular clients’ experiences, what services they demand, and what brands they wish for. Such information forms valuable insight that will help you identify areas you can improve in.3. Acknowledge the feedback and respondThis is the most skipped step. Let your clients know you are analyzing what they have said and thank them for their input. You might find it helpful to use automated responses.Though you may not always be able to act on the client feedback you receive, ensure your customers know you value it.4. Apply solutions derived from feedback and begin testingAfter figuring out the solution, apply it to your product or service. Deal with the most significant and high-priority matters, then proceed to minor issues and changes.After using your solutions, begin testing the latest updates in the product or service. Make sure that the solutions have completely solved your customers’ issues.5. Follow up and close the loopRemember to use the best follow-up strategies to inform your clients about the changes applied to the products or services, and the upcoming ones too.It is important to let your consumers know that their customer feedback was considered during the brand enhancement process. Once the solutions are implemented, it’s time to gather feedback once again.Continuous feedback is collected at every step of the customer journey. Constant development is critical to improving customer experience.Why is the client feedback loop important?Getting customer feedback is important in ensuring business growth. It is therefore recommended that this practice be done on a regular basis.In this section, we will discuss why implementing an effective customer feedback cycle is important in today’s businesses and why you need to join the trend.Understand clients’ needs betterCompanies can enhance customer satisfaction and foster long-term loyalty by addressing their concerns and understanding client demands.Identify improvement areasBy gathering customer feedback, businesses can find areas that require advancements in their organization.This information helps them make data-driven decisions, leading to better offerings that cater to customers’ needs and preferences.Foster customer retentionWhen customers feel heard and their concerns are addressed, they will continue conducting business with a company.According to YouGov research, 15% of clients switch from brands that have lost data.A feedback loop can help enterprises understand the reasons behind customer churn and adopt corrective customer retention strategies.Identify loyal and satisfied clientsA consumer feedback loop can help businesses identify their most loyal and satisfied customers, who can be leveraged as brand advocates to promote the company through referrals, testimonials, and social media.A learning tool for businessesBy continuously gathering feedback, companies can stay informed about changing customer preferences, emerging trends, and potential threats. This allows them to adapt and evolve their brand offerings accordingly.Best practices for creating and closing the customer feedback cycleHow do you create and close successful feedback loops? Check out a few competent practices to apply.a. Collect and analyze customer feedbackBe proactive in gathering information from your clients. Encourage consumers to share their thoughts, suggestions, and experiences through surveys, social media, and online reviews.Once you have collected feedback, analyze the data to identify trends. This might involve categorizing feedback into themes, using text analysis tools to identify keywords, or comparing feedback across different customer segments.b. Prioritize feedbackBefore you act on client feedback, make sure you prioritize it based on its potential impact on your organization and the urgency it needs to address.Forbes research states that client-centric firms are 60% more profitable than other companies. Consider factors like the number of customers affected and the potential harm to your brand reputation. By prioritizing feedback and implementing the best practices, businesses can close the customer feedback loop and use the information to improve customer satisfaction.c. Open a new customer feedback loop when you close oneThis practice ensures that you continuously gather feedback, address concerns, and improve your products or services based on the customer’s input. After addressing feedback, inform the customers about the changes or improvements made based on their input. This indicates that you respect their information and are dedicated to giving them a better experience. The current loop can be closed after that.d. Retain your customersClients frequently slip a critical comment into customer feedback surveys, such as “I have been shopping with you for years and hardly ever received any special offers or deals.” Closing the consumer feedback loop right away is the first sensible action to take to prevent them from leaving.You can do any of the following actions to ensure your customers stay with your company:Promptly provide relevant responses to all client requests, paying close attention to negative feedback.Apologize to those with complaints and assure them that the issue is being looked into. Provide solutions where it’s possible.Offer loyal clients rewards and discounts to motivate them to stay.Remember, client retention is dependent on how happy your clients are throughout their customer journey.Closing your customer feedback loopCollecting client feedback with accurate information might take a lot of work. However, acting on that information, following up with your consumer, and acting on their feedback has proven to be more difficult. Customer feedback loops are an excellent place to start if you want to enhance customer service and grow your business.Book a live demo today to see how LIKE.TG can help you close the client feedback loop. Start a LIKE.TG free trial to experience the many possibilities. Contact the LIKE.TG support team for further information and questions.Related articlesLIKE.TG introduction to the Feedback PortalBoost customer service with customer satisfactionWays to improve customer satisfaction
Customer Follow Up: Importance and Effective Ways to Follow It
In today’s competitive business environment, a customer stays with an organization that has a seamless customer follow up strategy. As a result, many businesses lose customers because they don’t stay in touch with them.Are you aware that while 60% of customers typically decline four times before they agree, 48% of sales representatives don’t bother to follow up even once?To retain your customers, you must keep in touch with them throughout the shopping process and even after they purchase your product or service, regardless of whether they are having issues with it.In this blog post, I’ll show you the best customer follow-up strategies to enhance rapport with your customers. What is customer follow up?Customer follow up is the process of contacting customers after they have purchased your product or service.The main goal following up is to find out the level of satisfaction among customers about what they purchased.Customer follow up lets a company understand how to improve its products and services.Further, following up allows you to better understand customer satisfaction regarding the purchasing process, too.How to follow up with your customersYou must have a targeted customer follow up strategy to thrive in today’s zero-sum business market.According to research by Invesp, 75% of consumers shopping online prefer to be contacted by phone 2 to 4 times before a company should cease attempts; meanwhile, a minority of 12 percent are open to a company making unlimited calls until they successfully reach them.The following are some of the best customer follow up strategies to help you improve your customer relations.1. Inquire whether customers need aidInstead of waiting for a problem to arise before contacting a company, customers like it when the company checks in with them first to determine whether there is a problem.Accordingly, you should email or call customers who have just bought your product and ask if they have any problems getting up and running with it.As a result, customer loyalty may increase due to this proactive approach to customer care.Moreover, this approach can aid you in resolving outstanding risks before they escalate into more significant problems.2. Gather feedbackAnother typical follow up action is asking customers to complete a feedback form to evaluate the sales transaction.The survey can be a straightforward form with a set of predefined answers, or an open-ended worksheet that allows customers to explain their feedback in depth.Either way, receiving customer comments can help you keep in touch with them.Moreover, gathering input can also provide you with recommendations for improving future transactions and products.3. Offer a special dealSpecial deals such as discounts, promotions, or other offers are also one of the key follow up strategies in improving customer relations.For instance, offering a discount to a new customer based on their earlier purchase increases the likelihood that the customer will purchase again, and sooner than later.Such offers also increase customer retention. As a result, your customers are more likely to tell friends and colleagues about your product or service, thus increasing your marketing reach.4. Express genuine enthusiasmOne of the most important strategies in client follow ups is expressing genuine enthusiasm to the client.A straightforward thank you email expressing gratitude for the customers’ purchase is essential.Furthermore, appreciating your customers encourages them to remain with your business, helping you increase their lifetime value.5. Send customers articles that are informative and relevantYour product’s usage is addressed in considerable detail in your company’s knowledge base.Certainly, understanding the product more makes it easier to adapt the product to whatever its deployment scenario is.Therefore, it is essential to send your customers articles or information that will help them use your product in ways they have expressed interest in.Delivering your customers knowledge base articles and tutorials will help them use your product, thus improving customer satisfaction.6. Plan follow ups effectivelyCustomers appreciate it when you go beyond what is needed to ensure that their issue is resolved. Most importantly, your follow up conversations with your customers must always have value for them.Do not keep in touch with your client without effective planning. A bantering one-liner may confuse your customer if it lacks clarity.Therefore, keep your messages personalized and have a purpose behind them, such as alerting customers about an upgrade or a recently resolved issue.Consequently, effective planning in your communications and good customer relationships help you protect your company’s reputation.Proactive ways to follow up with your customer after a saleFollowing up with customers proactively after a sale helps maintain customer satisfaction. It shows you care about their experience.Here are some proactive ways to follow up with customers after a sale:Send thank-you email or note Send a customized thank-you email or handwritten note expressing gratitude for their purchase. This simple gesture shows appreciation and leaves a positive impression on the customer.Provide post-purchase survey Send a post-purchase survey to gather feedback on the customer’s buying experience. Ask about their satisfaction with the product or service, any issues they encountered, and suggestions for improvement. Use this feedback to enhance the customer experience and address any concerns promptly.Make follow-up calls If appropriate for your business, make a follow-up call to check in with the customer shortly after the sale to confirm they’re satisfied with their purchase and address any concerns they may have. This allows you to resolve any issues before they cause frustration.Provide educational resources Provide customers with educational resources related to their purchase, such as user guides, tutorials, or tips for maximizing the product’s value. This helps customers get the most out of their purchase and fosters a positive relationship with your brand.Provide exclusive offers Offer customers exclusive discounts, promotions, or special offers as a token of appreciation for their purchase. This not only incentivizes repeat business but also makes customers feel valued and appreciated.Offer product updates or tips Keep customers informed about updates, upgrades, or new features related to their purchase. Sending regular product updates or tips on how to use the product effectively helps customers stay engaged and reinforces the value of their purchase.Personalized recommendations Based on the customer’s purchase history and preferences, offer personalized product recommendations that complement their previous purchase. This shows that you understand their requirements and can assist them to discover relevant products or services.Implement a customer loyalty program Invite clients to join your loyalty program or rewards program, where they can earn points, discounts, or other incentives for their purchases. This encourages repeat business and strengthens customer loyalty over time.Engage on social mediaEngage with clients on social media platforms by responding to their comments about their purchases, or featuring their success stories. This builds a sense of community and strengthens the relationship between the customer and your brand.Customer follow-up email templatesCrafting an effective customer follow-up email can help make sure that your message is received and responded to in a timely manner.Following are some customer follow-up email templates that can be adapted to various scenarios, along with explanations for their use.Thank-you email templateA thank-you email is a great way to acknowledge a customer’s business and establish a positive relationship.It should show appreciation and encourage them to reach out if they have any questions or need help getting started with their new product.Subject: Thank You for Your Recent PurchaseDear [Customer Name],Thank you for your recent purchase of [product name] from [Your Company]! We’re thrilled to have you as a customer and appreciate you choosing us.We hope you’re enjoying your new [product name]. If you have any questions or need help getting started, please don’t hesitate to reach out to our customer support team at [phone number] or [email address].We’ve also included some helpful resources below that you might find useful:[Link to product guide][Link to FAQ page][Link to video tutorials]Thank you again for your business!Sincerely,The [Your Company] TeamFeedback request email templateThis template is suitable for requesting feedback from customers shortly after they’ve made a purchase.It shows that you value their opinion and are committed to enhancing your products or services based on their feedback.Provide a clear and convenient way for customers to share their thoughts, such as a link to a survey or feedback form.Subject: Your Feedback Matters: Help Us ImproveDear [Customer Name],We’re always striving to enhance our products and services at [Your Company]. We’d love to hear your feedback about your recent purchase of [product name]. Your honest opinion helps us understand what we’re doing well and where we can improve.Would you mind taking a few minutes to complete this short survey? [link to survey]Thank you for your valuable time and feedback!Sincerely,The [Your Company] TeamFollow-up email template for upselling or cross-sellingThis template is suitable for reaching out to existing customers with an exclusive offer or promotion aimed at upselling or cross-selling additional products or services.It acknowledges the customer’s previous purchase and incentivizes them to make another purchase by offering them something exclusive.Be clear and concise about the offer and provide all necessary details for the customer to take advantage of it.Subject: Enhance your experience with [complementary product/service]Dear [Customer Name],We noticed you recently purchased our [original product name]. We hope you’re enjoying it!We wanted to let you know about our [product/service] that perfectly complements the [original product name] and can further enhance your experience.The [complementary product/service] offers [list of benefits relevant to the customer’s purchase].We believe this would be a valuable addition to your [original product name] and can help you achieve [desired outcome].If you’re interested in learning more, you can find more information here: [link to product/service page].Feel free to reach out if you have any questions.Sincerely,The [Your Company] TeamImportance of follow up in customer serviceCustomer follow up is important because it:Cultivates positive relationships and loyaltyKeeping in touch with your customers after they purchase your product gives them the impression that you are interested in them.Furthermore, it shows that you are invested in establishing a long-lasting relationship with them instead of merely making a quick transaction.In a nutshell, an enduring and rewarding business-customer relationship can be kept by holding a follow up call or sending an email from time to time.Moreover, this fosters rewarding customer relationships and loyalty to your company and encourages future purchases.Customers are more inclined to stick with a brand if they feel valued and attended to.Rectifies poor experiencesEven if a sale is closed, the customer may feel unsatisfied. Therefore, following up demonstrates to the client how much you care, and could change their perception of your company.Consumers naturally seek an authentic experience, and if necessary, they will seek it elsewhere.Supplies valuable insightMore interaction with a consumer may reveal what they are currently looking for from your business.By following up, you might find areas for improvement and what a consumer wants to see in your product before they make another purchase.If the customer has a poor experience with customer service after their purchase, following up gives you the chance to address the source of the issue to salvage your customer satisfaction rating.Increases customer retentionIf you treat your clients like a guarantee, your competitors might win them away.Consequently, this would have a severe impact on your customer retention rate. Such catastrophes can be prevented with regular follow ups.By following up through calls or emails, you can find out about your customers’ concerns and complaints and work towards addressing them.This will show your customers how devoted you are to offering top-notch customer service. Furthermore, it assures them that no problem will go unresolved, thus increasing your company’s customer retention.ConclusionIn summary, having a follow up strategy is one of the best tools to improve your company’s customer relationships.You can improve your customer service by planning an effective follow up routine after any purchase or interaction with a potential customer.Reviewing your products and features through customer follow-ups empowers you to enhance your products for both current and future customers.To manage your customer support activities effectively, try using LIKE.TG. With it, optimizing your workflow is simple. For more information, contact LIKE.TG support or schedule a free trial to give it a try.If you would like a more comprehensive understanding of LIKE.TG’s capabilities and how it can be customized to meet the needs of your business, feel free to contact us to arrange a live demo.
Customer Journey Map: Definition and How to Create Them
In a business, each stage presents an opportunity to connect with their customers and guide them on how to interact with a company.Companies can meet customer needs and expectations at each touchpoint and visualize the progressive steps a customer goes through to accomplish a task by creating well-defined customer journey map.Customer journey mapping is a narrative that goes beyond mere events, encompassing the emotions and motivations that influence the decisions made.This serves as an opportunity for businesses to see their company from the customer’s perspective, assisting them understand not just what the customer is doing, but also why they are doing it.In this article, we will learn about the concept of customer journey map, its importance, how to create one and some customer journey map examples. What is a customer journey map?A customer journey map is a visual representation of the steps a customer takes to complete a specific interaction with your brand or company.The map displays every interaction a consumer has with your company, from the first time they become aware of your business to the post-purchase follow-up.Customer journey map helps companies:Understand their customers’ perspectiveSee their operations from the clients’ point of viewComprehend the customer’s experience at each touchpointIdentify common issues clients may face and find solutions for themKey elements of customer journey mapsTo gain a complete understanding of the customer experience and create an effective customer journey map, it is necessary to include the following key elements:Persona identification: Create buyer personas for your target audience by gathering details about their preferences, behaviors, and demographics. Businesses can develop a more focused and effective strategy by using this technique to help them develop a relatable and distinct picture of their ideal client.Touchpoints: Identify and record every stage of interaction, both digital and physical, where customers engage with the brand. Communication at each touchpoint plays a significant role in building relationships, ensuring consistency, and addressing potential difficulties throughout the journey.Customer actions and emotions: Capture the emotional aspects of the customer experience and outline the specific behaviors and actions customers take at different stages of their journey. Understanding these behaviors and recognizing emotional touchpoints helps build empathy and tailor strategies to meet customer needs and expectations.Pain points and opportunities: Pain points in a customer journey map show where customers may struggle, giving valuable insight for solving problems. Opportunities point out areas for improvement, helping businesses innovate and exceed expectations.Metrics: Include relevant key performance indicators (KPIs) and metrics to quantitatively measure the success and effectiveness of the customer journey map. Metrics such as conversion rates, customer satisfaction scores, and customer retention rates provide valuable insights for ongoing optimization and strategic decision-making.Customer journey stages: The customer journey stage is a crucial part of understanding the customer experience. It includes distinct phases that individuals go through when interacting with a brand. The main stages include awareness, consideration, decision, purchase, usage, experience, and advocacy. By analyzing and enhancing each stage, businesses can improve processes, communication, and customer satisfaction.What is a touchpoint in a customer journey map?In a customer journey map, places a customer interacts with a business are touchpoints.These occur in different ways and at different times, like when they first hear about the business, when they buy something, or when they need help after buying.Touchpoints are important because these are the points in time that shape how customers feel about the brand.How to create a customer journey mapFor businesses to have an effective customer journey mapping, they should consider using the below criteria:Set your objectivesEstablishing your goals and objectives for the customer journey map is the first step. In this stage businesses should ask themselves; Why are they creating a customer journey map and who their audience are.Setting objectives may include:Enhancing customer satisfactionIdentifying areas of concernOptimizing customer interactionsIt is crucial to have a clear understanding of what you aim to accomplish during the customer journey.Create customer personaThe customer persona is a detailed and semi-fictional representation of your ideal customers. These personas are created based on real data about your existing customers, market research, and highlights into your target audience.The purpose of developing customer personas is to gain a deep understanding of the diverse range of customers who interact with your brand, product, or service.These profiles should encompass the following:Demographics: Customer personas should include details such as age, gender, income, education, and location. This information helps you understand the varied backgrounds of your customers.Behaviors: Persona development involves examining the behaviors and patterns of your customers, which include online behavior, buying habits, and interaction preferences.Needs and goals: By delving into the specific needs and goals of each persona, you gain insight into the motivations that drive their interactions with your business and help you with product development by utilizing the proof of concept steps.Outline all possible customer touchpointsThis step entails the identification and acknowledgement of all the touchpoints where customers interact with your brand.Identifying these customer touchpoints allows businesses to comprehend and strategically address the various interactions customers have with their brand, understand consumer experience, pointing out problems and potential areas for improvement.These touchpoints encompass both digital and physical communication channels, such as:Social media platformsOfficial websiteEmailsCustomer support servicesPhysical stores (if available)Gather customer dataThis stage involves the process of collecting detailed customer data about customer interactions and experiences.This valuable data can be acquired through the following methods:Customer feedbackSurveys and interviewsReports and analyticsBy utilizing customer information, organizations can gain a better understanding of customers’ specific issues, emotional responses, and underlying motivations at every point of contact.Identify customer emotionsThis involves capturing the emotional condition of the customer at different stages throughout their interaction with your brand.This will allow you to pinpoint and differentiate the moments that cause customers to feel satisfied, dissatisfied, or confused.Therefore, it is essential to identify and understand these feelings to raise the standard of the customer’s experience.Assess the customer journey on your ownThis step involves experiencing your brand from customer’s perspectiveIt helps you gain firsthand insight into the customer’s experience, identify potential pain points, and understand areas for improvement or adjustments are necessary.Determine opportunities and pain pointsThis is the stage where a company will recognize areas where its customers might have experienced dissatisfaction, challenges, or pain points.After a business has identified these areas, it can seek out opportunities to improve the customer experience and create positive interactions with customers through the entire customer journey.Types of customer journey maps and examplesCustomer journey mapping can be modified to fit a specific need and help you better understand your customers’ journey. Below are some types of customer journey maps and the customer journey map examples:Buyer’s journeyThe buyer’s journey maps visualize the customer’s journey from recognizing a need to making a purchase.This journey map highlights on the following stages which provides insights into motivations and challenges:AwarenessConsiderationDecision-makingBy understanding each step, businesses can tailor marketing and engagement strategies to meet changing buyer needs.Use case example: Creating content and experiences that enhance the customer’s journey.Current stateThis type of customer journey mapping represents the way consumers currently engage with your product or service.It starts with the initial awareness or interaction, progresses through the engagement phases, and concludes with a post-purchase scenario.Use case example: Essential for identifying the behaviors, emotions, and experiences of customers at every point of interaction, as well as their frustrations.It also draws attention to areas that need to be optimized or improved. Future stateThe future state journey map outlines the ideal customer experience a company aims to offer in the future.By depicting the customer’s journey and emphasizing the intended interactions, experiences, and touchpoints, businesses can sets goals for enhancing and transforming their customer service.Use case example: Helps companies in strategizing and planning, while giving priority to the demands and expectations of their customers.Day in the lifeThis is a comprehensive journey map that presents a typical day in a customer’s life, encompassing all their daily interactions, transactions, and tasks both within and outside the company.By understanding how and when their product or service aligns with the customer’s daily routine, and tailoring their products and services accordingly, companies can meet customers demand.Use case example: Provides valuable insights into the customer’s everyday challenges, requirements, and behaviors.Benefits of customer journey mappingBelow are some of the benefits a business has when they map their customer journey:Enhances customer service experienceBy understanding the customer’s journey, businesses can identify key touchpoints and the associated pain points.According to Statista, 82% of customers expressed their willingness to recommend a business solely based on outstanding customer service.This helps businesses address these issue and offer a more enjoyable experience for their customers.This could through:Simplifying the purchasing processImproving customer service interactionsPersonalizing marketing effortsHelps in providing proactive customer serviceBy examining the customer experience at different stages, businesses can gain insights into customers’ needs and challenges.This allows businesses to implement proactive customer service such as addressing issues before they become significant problemsThus, reducing the effort customers need to interact with the brand. Implementing solutions and support systems helps organizations identify potential obstacles and areas of difficulty in the customer experience.Fosters better understanding of customer perspectivesMapping the customer journey allows businesses to step into their customers’ shoes and get customer’s perception of the business.This provides a comprehensive view of customer’s experience.This approach helps businesses identify gaps and pain points which can reveal insights about what customers value or find frustrating.Thus, enabling businesses to make personalized improvements.Improves customer engagementWhen consumers perceive a brand to be aware of their requirements and to continuously deliver a satisfying experience, they are more inclined to get involved, talk about their experiences, and develop into devoted supporters.Higher customer engagement is the result of a smooth and tailored relationship strengthening the bond between the consumer and the brand.Ensures a higher customer retention rate and loyaltyWhen customers have a positive experience throughout their customer journey, they are more likely to keep using your brand and even advocate your product or service to others.This ultimately leads to higher retention rates and increased customer loyalty.Boosts the customer lifetime valueCreating a customer journey map in a business aid in expanding the customer base and increasing the market share.Satisfied customers are likely to continue purchasing your products or service over a long period, resulting in higher revenue and profitability.Build a well-structured customer journey map!Every company hoping to provide a first-rate client experience needs to have a customer journey map.It helps companies to see how their consumers interact with them at each touch point, identify areas for improvement, and eventually create a more customer-focused organization.By representing the customer’s journey visually, organizations can recognize chances for enhancement and establish a more favourable and smooth customer experience.To experience the benefits of LIKE.TG in improving your customer experience, try and book a live demo. Additionally, you can initiate a 15-day free trial on BoldDesk. If you require further details, kindly reach out to LIKE.TG support.
Customer Onboarding Guide: Strategies, Benefits, and Examples
Customers’ first impression of a company is hard to shake. If getting started with a new product or service is difficult and without guidance, they may decide to look elsewhere for an easier alternative.According to Precursive, 82% of enterprise organizations consider their onboarding approach “a key driver of value.” You should, therefore, set up a smooth onboarding process for teaching them how to utilize their new purchases.The onboarding process is about ensuring that new customers feel valued, guiding them through the details of your product or service, and answering questions.Customer onboarding is a crucial process that can strengthen or shatter a company’s customer relationships.In this post, will discuss the onboarding process, importance of customer onboarding and best practices for customer onboarding. What is customer onboarding?Customer onboarding is the process of taking new customers through the use of your product or service. This process assists a customer in understanding your products or services and all their features and capabilities.It encompasses the entire journey, from customers signing up to when they become fully accustomed to their purchase and are utilizing the product or service well.An effective onboarding process can prevent customer churn caused by lack of understanding of the product’s usage or its value.The customer onboarding processThe onboarding process entails familiarizing new customers with a product or service they have signed up for or purchased and guiding them to maximize its benefits. Following are some of the steps of this process.Sign up your customersThe process of signing up is an important first step in the customer onboarding strategy. It entails customers making a formal commitment to use a particular product or service.Customers can usually sign up for or purchase your products through:Your websiteCalling your customer service numberYour physical store, if applicableWelcoming customersOnce a customer has finalized a purchase or signed up for a service, it’s time to provide them with a warm and friendly welcome.This can be achieved by either welcoming the customer in person or send them a welcoming email.The welcoming email should contain:Appreciation for their patronageInformation on how to get startedContact information for questionsA warm welcome not only adds a personal touch but also helps in building a solid relationship with your customers.Product or service setupDuring this phase, a company helps its customers initiate their journey with their product or service. A company’s support or dedicated onboarding team can guide customers through:Configuring their accountsEstablishing data connectionsPersonalizing their settingsThey can also show them how to access the main features and benefits of your company’s product or service.The product instructions can be done through tutorials, videos, checklists, and documentation until and unless the customer requires more complex aid.A knowledge base with specific tips, techniques, best practices, and practical examples to enhance their product usage is a great link to provide.Make customer service more interactiveThe onboarding training can be more involved than prepared materials can cover in some cases. Also, there are always customers who run into issues.Part of the onboarding process is allowing them to ask questions and give suggestions. Live demos and support can be offered as part of your new customer service.Moreover, these interactions can be used to encourage customers to explore the company’s offerings and motivate them to uncover additional benefits and advantages that the product or service can provide.Regular check-insRoutine checking in with the customer to see their progress is a good idea in client onboarding, depending on the product. This can be done through emails.The attention makes new customers feel a company’s genuine dedication to their success. Regular check-ins track progress, build relationships, and allow feedback.They shape new customers’ perceptions of the organization.Importance of customer onboardingA good customer onboarding process is essential in every business because it:Establishes good relationships: The onboarding process is vital in building positive relationships with new customers and nurturing their loyalty to a company, as it creates a good, lasting first impression.Improves customer retention: Having a well-executed onboarding process improves customer retention, as it ensures that customers understand how to utilize your product effectively, reducing customer frustration and therefore churn.Increases customer lifetime value: Establishing a relationship foundation through customer onboarding not only engages new customers and improves trial success but also builds trust. Ultimately, this enhances customer retention and loyalty, elevating their lifetime value.Facilitates effective communication: The onboarding process offers opportunities to set up clear and efficient communication channels with your customers when they reach out to you with their queries and concerns. They’re more likely to take chances with your products if they know it’s easy to get help using them, which you prove in your onboarding.Customer onboarding best practicesThe onboarding process helps new users understand, engage with, and recognize the value of a product or service. Following are some customer onboarding best practices.Identify and define your customer onboarding goalsWhat do we want to achieve with our onboarding process? That’s the first question a company should answer before designing theirs.They should identify the objectives of the customers being introduced to the product or service and determine the onboarding’s expected outcome.Setting goals during onboarding provides a clear direction and purpose.Measure the KPIs and onboarding successAfter setting your goals, establish key performance indicators (KPIs) to track and measure the success of your onboarding process. Set up ways to collect the data you need for them.These KPIs help you assess the effectiveness of your onboarding strategies and how changes you make influence that effectiveness.Analyzing these KPIs will help in pinpointing areas needing improvement and checking whether the onboarding process is on track with its intended objectives.Create a program to promote your product or serviceThe first interaction your customers have with your product plays a pivotal role in determining their long-term engagement.Therefore, you should develop a program that motivates customers to utilize your product or service.These programs could involve a series of tutorials, webinars, or even one-on-one training sessions, depending on your product.These programs enable your customers to understand the total worth of what you’re providing and how to utilize it fully.Just make sure you don’t overwhelm your customers. Start with the basics and offer more complex feature training once that’s mastered.Gather information on the progress of your customersClearly understanding your customers’ progress with their new purchase lets you offer them appropriate support when they need it.This involves gathering or collecting data from all customer interactions, such as:Support chatsSupport ticketsForum discussionsFeedback surveysBy collecting information about your customers’ advancement in the onboarding phase, you can determine where customers are getting stuck when attempting to utilize different aspects of a product.You can then customize the onboarding materials or structure to smooth out the customer journey. You can also train your support team to anticipate these sticking points.Assign ownership of the onboarding processYou need to decide who will be responsible for overseeing all the onboarding materials and activities. This person or team will be responsible for organizing all onboarding tasks and guaranteeing a smooth operation.Choosing the right person or team is important as it establishes accountability and the careful execution of the customer onboarding strategy.Determine the onboarding methodDecide how best to conduct your onboarding process. For example, this can be done through personal training or online tutorials.The chosen method should be designed to meet the specific needs and preference of the customers being onboarded, as well as the nature of your products.Offering more than one option for learning can be beneficial if your customer base is varied.Maintain good communicationThe importance of effective communication in successfully onboarding individuals cannot be overstated.Address their questions and concerns, but also update them on new improvements and changes and how to prepare for them.Communicating with your customers about these improvements and changes fosters a sense of readiness and value to customers.If aspects of your product or service change just as a new customer is becoming familiar with how to use it, they may grow frustrated or confused.They may not see announcements on your website, so specifically sending them notifications is better.Prepare a checklist for new customersA well-structured checklist for customer onboarding aids in self-monitoring their progress through the training and ensures no step is overlooked.The checklist may include tasks like:Setting up accountsTesting featuresAttending training sessionsReviewing policies and proceduresClient onboarding templatesClient onboarding templates can streamline the onboarding process, providing a smooth transition for new clients and establishing the foundation for a successful customer relationship.Invitation email templateThis is the initial email a new client will receive from you after registering for your service or product.This email’s goal is to welcome the consumer to your business and give them all the information they need to get going.Making a good first impression is crucial, so make sure this email is approachable, educational, and supportive. For example:Customer Invitation Email TemplateDear [Customer Name], Welcome and thank you for choosing [Company Name]! We hope you will be happy about your choice.We at [Your Company Name] always strive to provide the best for our clients. We should schedule a meeting to initiate your customer onboarding process.Before we begin the session, kindly check out these resources to familiarize with your new [product or service]:[Link to your self-service portal or documentation] [Link to your customer service portal or form] [Link to your online community forum] [Link to your feedback portal]Please reply to this email to let me know which dates and times work best for you for the onboarding meeting.If you have any questions before then, feel free to reach out to our support team through [support Contact Information] for assistance. I sincerely hope you enjoy our service.Best regards, [Your Name] [Job Title].Template for a customer intake formA client intake form aids in obtaining necessary information about a new customer. The form collects the information about the customer, their specific requirements, preferences, and contact details.This template streamlines the collection process and ensures all essential information is gathered from the start.Here is an example you can use:Template for Customer Intake FormPlease fill out the following:Personal information Name: Email: Company name: Job title: Preferred contact method:Product or service information Product or service purchased: Purchase date: Reason for purchase: Goals for using our brand: Previous experience with similar products or services:Additional information How did you hear about us? Do you have any questions or concerns?Template for onboarding timelineAn onboarding timeline template is a formal schedule that outlines the key milestones and deadlines during the onboarding process.It aids in informing both the company and the new customer about the expected time-frame.This form includes the dates for the first meeting, training sessions, and evaluations.For instance:Onboarding Timeline TemplateWelcome again to [Company]! In order to make your onboarding as smooth as possible, we have compiled a list and schedule of training courses, as discussed in our email correspondence.The following is the onboarding training schedule we will follow: Day 1: Introductory meeting with product expert. • Introduction to the company policies and procedures. • Introduction to the product or service.Day 2: Product training session • In-depth exploration of product features and their usage guide.Day 3: Third training session • Evaluation of user goals and objectives. • Discussing achievable solutions to business success.Day 4: Tracking progress and feedback • Training on how to track your progress. • Feedback regarding the onboarding experience.Offer training resourcesAssist new customers in understanding your company’s products and services by sending them a link to a comprehensive repository of training resources such as in a knowledge base.These resources can include how-to guides, frequently asked questions (FAQs), and video tutorials.By ensuring easy accessibility to these resources, clients can gain confidence and become more self-reliant in utilizing the company’s products.Example templateRepository of Training ResourcesWelcome to our training resources repository!Here, you’ll find:• The [product] user guide • Video tutorials • FAQs • Webinar recordings • Support forumsTemplate for email handover to other departmentsThis email template is meant to be simple, direct, and educational. It gives the new clients an overview of the support department, outlines their responsibilities, and includes contact details.By receiving this, the client knows who to contact for concerns or queries now that the onboarding phase is concluded.To hand-over clients to other departments, you can use the following template:Template for Departmental Customer Hand-overDear [Customer Name],We sincerely hope you are satisfied with [Product]. We are dedicated to giving you the best service possible, and therefore, we would like to introduce you to our [Department Name].[Shortly outline the department’s job] is the responsibility of the [Department Name] team. They will serve as your contact for [Name the problems or queries that the department deals with].Contact the department through [Department Email Address] or [Department Contact Number].Team members will be available [Name the hours of operation for the department]. We guarantee that you will receive the best service possible from our [Department Name] staff.It’s been a pleasure serving you for your onboarding. We appreciate you selecting [Your Company’s Name]. We’re eager to provide you with better service.Best Regards, [Your Name].Offer effortless customer onboarding experienceA good customer onboarding process is crucial for customers becoming well accustomed to your product or service.With a well-executed strategy, you can enhance customer satisfaction and loyalty by facilitating a smooth transition for your new customers through their onboarding journey.Understanding the importance ourselves, we offer a streamlined customer onboarding process for LIKE.TG. LIKE.TG can also help you improve your own onboarding processes.It comes with knowledge base software that helps you easily create an organized repository for your training materials. Initiate a 15-day free trial or schedule a live demo. For additional details, reach out to LIKE.TG’s support team.Related articles7 Best Techniques to Improve Customer Experience8 Strategies to Provide Efficient Customer Service5 Best Ways to Build and Organize a Customer Support Team
Customer Orientation: Strategies, Benefits (+ Examples)
The common business saying “the customer is always right” or “the customer comes first” is often repeated for good reason.The success of a business depends on its customers. Without them, sales and revenue would cease to exist, leading to the potential closure of a company.However, organizations often face different challenges when it comes to being customer-focused, particularly when their own needs take precedence over their customers’ needs.If not properly addressed, this can negatively impact a brand’s reputation. The solution to putting your customers’ wants and needs first is adopting a strong customer orientation strategy.A customer-oriented culture presents an opportunity for businesses to gain a competitive advantage by excelling in prioritizing customers’ expectations.Focusing on clients ensures they have the best experience, succeed, and build stronger relationships with your business. What is customer orientation?Customer orientation refers to an approach where organizations prioritize meeting the needs, concerns, and expectations of their customers over their own business needs, interests, and preferences.It involves adopting strategies and practices that revolve around understanding and satisfying customer demands and preferences.Customer orientation not only involves ensuring customer satisfaction with purchases, but it also emphasizes the establishment of lasting relationships.Additionally, by aligning your business objectives with the goals of your customers and focusing on their needs and desires, you can enhance their satisfaction, loyalty, and lead to sustainable business success.How to implement a customer-oriented cultureA well-defined action plan is essential for creating a customer-oriented culture. Here are some of the best tips to help you become a customer-oriented business.1. Understand your customers betterPrioritizing your customer’s needs can significantly enhance your business’s service delivery.This is because by putting your customers’ needs first, you can better understand their wants, interests, and pain points.A Salesforce study cited by Harvard Business School shows that 66% of customers believe that companies will meet their needs and expectationsTo understand your target users and create ideal buyer personas, you should collect feedback and get insights on their social practices, demographic data, thoughts, needs, interests, goals, and more.This will go a long way in ensuring you offer the best customer experience and deliver precisely what these clients expect from your products or services, rather than working with assumptions.2. Set customer-oriented standardsEstablishing benchmarks for the level of service you aim to provide to your customers is a crucial stage in enhancing your customer-oriented approach.By evaluating customer feedback from different channels, you can adjust your service to align with customer requirements and expectations.This allows your team to self-assess their performance and customer service skills and identify areas for improvement.By setting these standards and providing methods for evaluation, you pave the way for success for both your team and your customers.3. Show empathy during customer interactionsEmpathy in a customer service orientation is crucial, as it helps in understanding a customer’s emotions and mindset.This involves actively listening to feedback and conversations, investigating customer complaints while putting yourself in the customers’ shoes, and demonstrating patience when interacting with them.Employing empathy ensures customers get effective assistance with any challenges they may encounter since support agents easily resonate with them.4. Collect feedback and follow up with your customers regularlyEvery individual is exceptional and possesses distinct desires and needs, and this extends to your clients.As customer requirements are constantly changing, it is crucial to gather feedback from customers at each touch point, follow up with them regularly, and respond to them on time.This can be done through:Communicating with your customers and understanding their needs and thoughts.Proactively seeking out responses from them regularly after any interactions.Demonstrating that you value their viewpoints by seeking feedback.In customer service, promptly address any concerns to demonstrate a customer-oriented mindset. Encourage customers to express their ideas outside of the typical feedback loop.This can be done through:EmailCommunity forumsSurveysOne-on-one conversationsSocial media comments5. Deliver outstanding experiences for clientsProviding exceptional customer experiences should be a key goal for businesses to establish and good relationships with customers.There are different customer-oriented ways to enhance your customers’ experience. They include:Engaging them on social media platforms and responding to all their comments.Providing all necessary and important information about the company and its brands.Encouraging clients to freely share their concerns, opinions, and suggestions.Making customer-oriented improvements and updates to products or services to suit the client’s needs.6. Offer personalized experiences to customersPersonalized strategies and approaches are essential for a customer-oriented culture. This is where customization features come in handy.By tailoring products, services, and interactions to meet the unique requirements of each customer, organizations can foster a sense of importance and value for the customer.For instance:Address clients by their specific namesSend personalized offers and loyalty programs to individual clientsSend brand recommendations to clients based on their preferencesTailor and recommend content for each customerThis personalized approach not only builds strong customer relationships, but also promotes loyalty and satisfaction, leading to increased customer retention and positive word-of-mouth referrals.7. Make it easy for customers to reach youDifferent customers prefer using different communication channels to contact you for assistance or inquiries. Therefore, businesses should incorporate multiple communication channels that include:EmailCommunity forumsInstagramSocial mediaA knowledge baseAdditionally, make your contact details readily available to your customers on your company website, in marketing articles, and on social media platforms.8. Employ the right support team and empower themHiring customer-oriented individuals is essential in ensuring that customers’ needs and expectations are prioritized when providing customer service.Look for individuals who are empathetic, engaged, and happy to interact with customers.Your customer support team represents your clients, so they need to be able to communicate their wants and needs effectively.They should provide valuable insights during meetings about customer service improvements and updates.It’s important for them to understand a company’s objectives and the expectations of putting customers first.This can be achieved by empowering them through comprehensive training on customer orientation. Continuously reinforcing these concepts will ensure consistent top-notch service.Importance of customer orientationPutting your customers at the forefront has many advantages for both the customer and the business. These benefits include:Retaining customersPrioritizing the needs of customers often results in their increased loyalty, leading them to overlook other brands.Focusing on customer needs can also result in valuable feedback, improving products, building strong relationships and services.Implementing a customer-oriented approach can effectively curb growing customer attrition rates and fortify your customer base.Increasing brand reputationA company that prioritizes its customers is likely to cultivate a positive brand image in the market.Businesses that demonstrate a strong understanding of customer needs are often trusted and deemed reliable, attracting more customers and potential business partners.Satisfied customers often leave positive comments, reviews and recommendations on different social media platforms and praises through word of mouth.These affirmations are likely to be seen or heard by random end-users who will then be attracted by the positive brand reputation.Competitive advantageCustomer orientation is an essential factor that contributes significantly to gaining a competitive advantage in the business realm.By placing the customer at the forefront of strategic decision-making processes, organizations can align their products, services, and overall business operations to meet the ever-evolving needs and preferences of their target market.This approach involves actively listening to customer feedback, conducting thorough market research, and continuously adapting and improving offerings to ensure maximum customer satisfaction.By prioritizing customer orientation, businesses can enhance customer loyalty, attract new customers, and ultimately outperform their competitors in the marketplace.Enhanced customer satisfactionCompanies that prioritize understanding and meeting their customers’ expectations and needs improve customer satisfaction.Adopting a customer-centric culture and tracking customer satisfaction provides valuable data for process improvement.Moreover, when customers are pleased and feel valued by your products or services, they become more loyal to your company.Boosting customer loyaltyThe implementation of a customer-oriented approach plays a pivotal role in enhancing customer loyalty, as it prioritizes meeting the specific needs and preferences of customers.By adopting a customer-centric mindset, businesses can effectively build strong relationships with their clientele, fostering trust and satisfaction.This customer-oriented strategy not only ensures that products and services align with customer expectations, but it also enables businesses to provide personalized experiences, ultimately leading to increased customer loyalty and retention.Better sales conversionsThe advantages of improved sales conversions concerning customer orientation can be elucidated more formally.Enhancing sales conversions has a direct positive impact on customer orientation, as it allows businesses to better understand the needs and preferences of their customers.By effectively converting potential leads into paying customers, companies can establish stronger relationships with their clientele, leading to increased customer satisfaction and loyalty.This, in turn, can result in higher sales volumes, improved brand reputation, and ultimately, long-term business success.Customer orientation examplesHere are some examples of companies that have incorporated customer orientation into their business workflow.AppleApple is a company that fully understands customer requirements and customizes its products to meet them before they are even articulated.However, Apple’s specialty lies in creating a unified ecosystem that ensures a smooth experience for its customers.Employees strive to accurately determine what customers need during their purchase discussions. This understanding enables employees to recommend the most appropriate device for customers’ needs.AmazonMost of us consider Amazon to be our ultimate shopping destination due to its vast range of products and outstanding customer service.As a customer-oriented company, Amazon utilizes advanced technology on its website to track browsing data based on prior purchases and searches, going to extraordinary lengths to ensure customer satisfaction.Customers are pleased when Amazon provides quick shipping that delivers products within one or two days. Amazon’s approach to customer service has made it a consumer favorite.By recognizing and exceeding customer needs, the company has built a strong and loyal customer base.Harley DavidsonIf customer orientation is your priority, you should choose Harley Davidson. The company understands the significance of being customer-centric, particularly to maintain its prestigious position in the motorcycle industry.Harley Davidson’s commitment to prioritizing customers is evident in its rigorous interview process.Candidates aspiring to join Harley Davidson are required to demonstrate their knowledge, experience, and general understanding of the mechanics of motorcycles.Those hired by the company are individuals who are not only familiar with the products they sell, but can also articulate their value to potential customers.This approach ensures a memorable and rewarding experience for their customers.REIREI exemplifies customer orientation in the crowded outdoor equipment market.They manage to distinguish themselves through proactive customer engagement and understanding customer preferences.This was evident in 2015 when REI shut down all its outlets on Black Friday, one of the most bustling and lucrative days of the year.This unconventional move indicated the company’s deep understanding of its clientele. REI customers tend to be more passionate about the experiences the company offers, rather than just the products.This is demonstrated by the millions of people who engage with the #OptOutside campaign every year and relate strongly to the marketing that supports it.Despite what many organizations might consider to be a risky approach, REI has seen consistent growth in both membership and revenue.This shows that being customer-oriented can indeed yield positive results.LIKE.TGLIKE.TG embodies customer orientation in its core values and operations. It consistently prioritizes customer needs and satisfaction.Through market research and analysis, LIKE.TG tailors its products and services to meet customer requirements, enhancing overall satisfaction.The company invests in training employees through manuals, webinars, learning hubs, and a knowledge base to provide personalized and professional assistance, fostering trust and loyalty.LIKE.TG involves customers in product development, aligning solutions with their specific requirements. It actively seeks feedback and continuously improves its offerings to deliver the highest level of customer satisfaction.LIKE.TG is a trusted and respected brand that leads the industry.NetflixNetflix is a popular platform known for addressing customer needs and cultivating a fan base using a mix of quantitative and qualitative strategies.Over time, Netflix has utilized this customer-focused approach to:Decrease DVD shipping times by establishing more distribution centers.Engage with their customers in a congenial manner through their user interface.Improve the quality of show and movie recommendations made to customers.Prioritizing your customers through the application of customer centricity contributes to superior customer service and enhances customer satisfaction.Implement customer orientation in your business now!Focusing on customer orientation is essential for establishing trust, loyalty, and a solid brand reputation.Customer orientation strategies aid in forming enduring relationships with customers and reduces the costs associated with customer retention and acquisition.By putting your customers’ needs first, providing outstanding service, and constantly adjusting to their evolving expectations, you foster business growth.By adhering to the principles discussed in this guide, you can start transforming your business into a customer-oriented organization that flourishes in the competitive market.Schedule a live demo to see how LIKE.TG can help your agents and supervisor to prioritize customer needs .Start a free trial to explore its many features. If you have any questions about the product and its capabilities. Or feel free to contact the LIKE.TG support team.Related articlesHow to Set Smart Customer Service Goals in 2023What is Customer Focus? – Definition, Best Strategies, and Examples9 Effective Customer Experience Optimization Strategies
Customer Pain Points: How to Identify and Overcome Them
Offering the best customer experience is the goal of most companies looking to grow. The key to your success lies in your customers. However, even if customers adore your brand, a single negative experience could cause 30% of them to stop buying from you.It is, therefore, very important to ensure you identify and come up with the best practices to overcome your customer pain points. Learn different ways to identify the problems of customers and find all viable solutions that will help overcome them.This blog discusses and defines customer pain points, their different types, ways to identify them, and ways to overcome them. What is a pain point?A customer pain point refers to a problem that a client experiences with a company or its brand.When customers experience pain points, their level of satisfaction often decreases, and a solution is always urgently needed to save the day.Types of customer journey pain points and their examplesThere are different categories of customer pain points based on the areas they affect.These include:a) Financial pain pointsCustomers always want the best value for their money. Whenever they spend more on products or services than they feel they should, it becomes a pain point for them.Financial pain points examplesAn expensive price of a subscription or productUnclear breakdown of the total cost of a productExtra purchases or subscriptions inside an app (in-app purchases)Financial pain points can be avoided if you compare the price of your brand with the market value of similar products by competitors.Besides, give detailed descriptions of the quality of the products you offer. This will convince them your brand is worth it.b) Customer experience pain pointsCustomer experience pain points refer to the frustrations or obstacles that customers encounter throughout their journey with a product or service.These pain points can arise at any stage, from initial awareness and research to purchasing, using, and seeking support for a product or service.Customer experience pain points examplesWhen a client uses more time than expected to navigate or use products or websiteWhen a customer cannot find information easilyUnfavorable company policies, such as strict procedures for returning goodsTo avoid this, companies should improve and streamline the customer experience.c) Support pain pointsWhen customers face issues with a brand, they reach out to the support team for assistance. They usually expect prompt, satisfactory responses- but that’s not always the case.Customer support pain points may arise whenever:Customers find it hard to contact the support teamCustomers receive delayed responses from the support teamSupport agents lack adequate knowledge about the productsCustomers have to repeat themselves to different support agentsd) Process pain pointsThese refer to the operational challenges customers encounter while using a product from a given company. These are mainly about issues with the bugs.Process pain points examples may include:Customers having a hard time using certain methods or getting errors.Processes that take too long to execute.Poor workflowsCustomers encounter an error when connecting to the right support team or agent.How to identify customer pain pointsThe following are the main ways to identify pain points:Conduct qualitative and quantitative research and surveyThe customer support team can carry out research and surveys on clients to learn what their customer service pain points are. With qualitative surveys, clients are asked open-ended questions. Agents obtain detailed answers that are relevant and well-described.Practice social listening to get customers’ feedback and identify pain pointsOne sure way to know what your clients think of your products is by regularly checking online reviews and comments.Many customers leave feedback on public social media sites instead of contacting your company. They give their reviews with brutal honesty and zero reservations.This can be a great opportunity for the support team to identify their customer pain points in detail for further action.Gather insight from your sales and customer service teamsThe sales and support teams are the contact points between the customers and the company. They interact with clients most.For this reason, they are the most ideal people to ask for insight into common pain points.Carry out market research and analyze your competitorsUnderstanding broader market trends is crucial for businesses aiming to stay competitive and responsive to consumer needs.Market trends may include:Shifts in consumer preferencesTechnological advancementsRegulatory changesBroader economic factorsBy paying close attention to these trends, you can anticipate customers’ expectations and adjust strategies accordingly.In addition, analyzing competitor reviews can highlight what is working well for them and where they fail to meet customer expectations.These analyses can help identify small features missing in your product or aspects missing from your service.You can find common issues that customers face across the industry, which may not be evident from looking at just your own customer feedback.Conduct usability and beta testingUsability testing is an essential step in the design process that focuses on how real users interact with and experience a product, website, or mobile application.Conducting usability testing can help uncover areas where users encounter confusion, frustration, or barriers to their goals.Beta testing, on the other hand, involves releasing a product or feature to a select group of users before it is made publicly available.Beta testing can help reveal bugs, performance issues, and other problems that may not have been evident during earlier stages of developing a product.Understanding the user’s perspective can guide you in refining your offerings, simplifying purchasing processes, and eliminating obstacles that could otherwise hinder the user experience.How do you overcome customer pain points?Every business should strive to overcome these customer pain points in order to improve their customer experience. This will, in turn, ensure the continued growth of the business.The following are a few tips on what to do to avoid and overcome customer pain points:1. Personalize solutions based on each customer’s needsIt is important to ask your customers with issues about their individual needs. This will let you know the specific solutions to offer for each customer if they contact support.By asking them for feedback, you can gather useful information about what your clients prefer. In addition, you can understand their experience and how else to improve it.2. Fix customer issues that are easy firstConsider resolving or responding to issues that are easy to address first. Some issues are not complicated and do not take long to fully resolve.Such issues need to be addressed first to reduce the backlog. This leaves enough time to sort out complex issues that need more attention and time to resolve.Quick resolutions make a client with an easy issue feel valued and that their problem matters to the company. This boosts their satisfaction and confidence in the company.3. Follow up with customers during the entire processCustomers value updates from the support team on how far the issue is in the resolution process. It is, therefore, important to consistently inform them of your progress.In addition, once you resolve an issue, utilize customer follow-up strategies to confirm that the issue was addressed to their expectations.This will help you understand the customer’s experience. It will also make clients feel you care about their satisfaction and want to keep them happy.4. Provide clear, detailed, and transparent informationWhen making changes to a product, ensure you inform your customers of them. Being transparent with your clients on the changes helps them to stay current on how the products work in real-time.This prevents errors or issues that come with being uninformed and the subsequent ire of customers.In addition, when the information about products is clear, and the instructions on their uses are well-defined, it makes it easier for clients to use those products.Clarity and transparency are sure ways to satisfy your customers and ensure you retain them.5. Talk to customers using terms and language they understandEngage with customers using simple language to guarantee comprehension, irrespective of their literacy level.This helps to:Reduce the customer pain points that arise from unclear communication.Create and build a good rapport between the clients and the company.Build customers’ trust in the company and its brands.6. Offer 24/7 support options to customersReliable support is a powerful strategy to improve your customers’ experience. This is possible using self-service tools, such as a knowledge base, that stores documentation that clients can access at any time.If they can’t find the answers, make it clear exactly how to contact live support and the timelines within which they should expect a response.7. Automate internal processes and systemsYour support team should use automated internal process tools to overcome customer pain points that arise from slow and error-prone manual processes.For example, automated ticketing gets client issues routed to the right support agents for fast and accurate resolution. This helps to reduce the time and effort used to solve customer problems.In addition, automating the knowledge base makes it easy for clients to navigate and find what they need quickly.8. Provide good quality products or servicesSome customer pain points arise because the product or service quality does not meet clients’ expectations.Improving your products instead of sending workarounds to complaining customers will go a long way. These good quality products and services encourage customer retention and trust in your brand.9. Regularly train your support teamSome customer pain points, especially support pain points, arise because the support team lacks adequate training in interacting with clients.They might respond rudely, arrogantly, or even fail to respond altogether. They might also lack enough knowledge to help resolve customer issues.For this reason, it is key to train customer support agents on how to deal with clients. The company should also provide enough resources about company products to respond appropriately to client issues.Courteous, patient, and respectful support agents always make clients feel valued. This ensures clients have the best experience when they interact with agents.10. Make the navigation and purchasing process simpleCustomers should be able to go through the sign-up, sign-in, and checkout processes with ease. Some clients end up leaving when the checkout process is either too long, complicated, or confusing.Offer simple processes that are easy to navigate and quick to finish to prevent customer frustration.Dealing with customer pain points the right wayIdentifying and overcoming customer pain points improves their experience and satisfaction. It is important to look for solutions to either avoid or address these problems in order to retain clients.LIKE.TG software will empower you to give your customers the best experience and gain their loyalty. Get in touch to set up a live demo to realize how the help desk solution can be customized to address your customer’s pain points.Sign up for a 15-day free trial today. If you have any queries, contact the support team.Related articles10 Essential Ways to Improve Customer SatisfactionWhat Is Customer Happiness and Ways to Improve ItWhat Does Customer First Truly Mean? 9 Strategic Tips
Customer Perception: Importance and Best Practices
Understanding customer perception of your brand is vital in today’s highly competitive business environment.How customers view your brand can significantly impact their purchasing choices and loyalty, ultimately leading to a company’s success or failure.This blog will explore the full concept of customer perception, including ways to improve it, how to measure it, benefits and more. What is customer perception?Customer perception is how customers view a specific product, brand, service, or company.The importance of knowing clients’ attitude towards businesses lies in its potential to affect customer loyalty, the image of the brand, and the company’s sales.Why is client perception important?The following are impacts of how customers perceive a product or service.Impacts brand imageA brand’s image is directly influenced by customer perception. A brand’s reputation may suffer due to a negative customer opinion, whereas positive customer opinion can improve it.Positive customer experience provides a competitive advantagePositive customer perception can provide businesses with a competitive edge in the market. It can also help differentiate a brand from its competitors.Determines customer loyaltyThe way a client perceives a brand affects their loyalty—a positive customer perception enhances customer retention. Therefore, clients who value your product or service are more likely to become repeat customers.Influences buying decisionsA customer’s attitude dramatically influences their buying choices. If a customer deems a product or service high quality or in line with their values, they are more likely to purchase it.Affects profitabilityA company’s bottom line can be influenced by clients’ attitude towards their brand or general business. A positive customer insight results in higher sales and profitability, while a negative insight may cause losses.What factors influence customer perception?The following are some of the factors affecting consumer perception:a. Product quality: Customer perception involves the quality of a product or service. If they perceive a product to be of high quality, it can justify higher prices than competitors.b. Price: The goal of pricing is for customers to believe they are receiving good value for their money. This can be tricky.If you price a product higher than its perceived value, customers will react negatively. But if you price it too low, customers will question the product’s quality.c. Customer service: Customers’ attitude towards a brand can be significantly swayed by a business’s quality of customer service. A company’s reputation can be boosted by good customer service strategies.On the other hand, a company can be perceived as unfriendly to customers through poor customer service.d. Brand image and reputation: How customers perceive your business is greatly influenced by the image and reputation of a brand and vice versa. Brands that have a positive image and reputation tend to be viewed more positively by customers.e. Marketing strategies: Customers’ perception of a product or service is significantly swayed by its marketing and advertising strategy.These are the tools you use to build an image for your products, and if your marketing is backed up enough by reality that customers believe it, client perception will match.Ways to measure consumer perceptionGauge how your company is perceived through the following:Customer surveysSurveys are one of the most frequently used methods to gauge customer perception. These can be conducted via CSAT, NPS, and CES.According to a study by Harvard Business Review, the primary metric used by 80% of customer service organizations to measure customer experience is customer satisfaction (CSAT) scores.The survey should encompass questions related to the customer’s experience, the quality of the product or service provided, and their overall sentiment toward the company.Collecting customer feedbackEncourage your customers to complete feedback forms following a product or service purchase.This could provide valuable insights regarding their expectations, which are dependent on their attitude of your company, and how well you have met them, which can tell you if that opinion is changing.Social media platformsCompanies can monitor how their customers view them by keeping an eye on comments and posts on social media mediums like Facebook, Twitter, and LinkedIn.They can evaluate comments that mention their products and that are posted directly to company sites to gauge the overall perception of their customers.Customer feedback and reviewsCompanies can comprehend customer opinion of their product or service by analyzing online reviews. This is an effective method to measure customer insight.BrightLocal survey statistics reveal that approximately 46% of shoppers believe in online reviews as much as personal recommendations, so this is a significant source both reflecting and shaping people’s perceptions.How to improve customer perceptionHere are the seven most effective strategies your company can employ to tailor good customer perception.1. Provide excellent customer serviceThe interactions between a business and its customers greatly influence how everyone perceive your company’s attitude toward customers.A customer service team with a reputation for being courteous, timely, and effective can make customers perceive your company as being appreciative and respectful of them.2. Maintain high-quality products or servicesYou want to make sure that the quality of your offerings meet or exceed the expectations fostered by customers’ perception of your company. Your reputation will suffer if the quality is poorer than expected.While improving quality is always a good way to fix this, you can also tailor your marketing to lower customer expectations and target a lower end of the market.3. Implement effective communicationMaintaining open communication channels and frequently updating your customers on new product releases, company announcements, and other updates can foster an image of a social company that likes to include clientele.Offer customers a chance to give feedback, and if appropriate for your business, let them know when you make a change based on it.4. Ask for customer feedbackHow a company responds to customer feedback can significantly influence how customers perceive them.A company that values, listens to, and responds to customer feedback is typically seen as more customer-focused than a company that ignores suggestions or customer complaints.5. Monitor and respond to reviewsMake sure your online presence positively represents your brand. Interact with customers on social media, keep your website user-friendly, and handle online reviews efficiently.6. Personalize the customer experienceCustomers’ opinion of your company as customer-driven can also be significantly improved through personalization.By focusing on individual preferences, customizing marketing messages, and adapting product suggestions, you can offer positive customer experience with your brand.7. Corporate social responsibilityTo be perceived as a business interested in more than just financial gains, participate in corporate social responsibility programs that are in line with your brand’s values.Customer perception matters!In summary, the success of your business can be significantly influenced by customer perception, a potent force. It’s not just about providing a quality product or service; it’s about how well you craft public perception of your brand and follow through by meeting the expectations that perception creates.Schedule a live demo to learn how LIKE.TG can assist your organization in improving customers’ perception of your support team’s competence and willingness to help. Start a free trial to experience various features. Contact the LIKE.TG support team for any questions or concerns about our product.Related articlesEssential Ways to Improve Customer SatisfactionBenefits of Tracking Customer Satisfaction with the Help Desk
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