Businesses have to operate in an increasingly competitive world. While the costs of acquiring new customers are rising, retaining existing customers is critical. Customer experience is recognized as a new battleground in competition.
A customer experience emerges at every point where customers come into contact with a brand. Businesses that focus on measuring this experience and solving the problems of unhappy customers immediately gain in the medium and long term. Remember that the greatest ideas for your business are hidden in your customers.
Everything can be copied, experience cannot be copied
We now live in the age of experience. In a world where every product and service can be easily copied, it is extremely easy to copy the product and service models of successful companies. However, it is almost impossible to copy the experience offered. If you want an example, you will see that the experiences offered by the world’s most successful brands such as Amazon, Starbucks, Apple are unique. It is also important to remember that the experience does not remain constant and is constantly evolving. Whatever is in the DNA of your business will have an impact on the experience.
Measure first to manage
Measure how your experience resonates with your customers. Collect feedback with open and closed-ended questions. Make rational evaluations with metrics such as NPS and happiness rate. Create an omni-channel structure so that your customers can leave feedback at all touch points.
Ask the right question at the right time
Remember that your customers don’t have much time. So ask for feedback through the right channel at the right time. Use website, kiosk, QR code, sms, email channels effectively. Encourage your customers to leave feedback.
Do not steal your customers’ time with long boring and unnecessary questions. Create targeted questions with logical flows.
When you consider the X, Y, Z generations, which one is your customers concentrated in? Do this analysis correctly to differentiate the customer experience you offer according to generations. You can also create customer groups with different segmentations.
Make sure you are not making the most common mistakes in customer experience. Likewise, stay away from common mistakes in NPS measurement.
Don’t neglect employee experience
To be successful in customer experience, you must also carefully manage employee experience. You can think of employee experience and customer experience as two halves of the same apple. You can create common KPIs in your business based on customer experience and employee experience.
Start right now
You can use Wiseback for both customer and employee experience management. Wiseback allows you to manage all experiences through different channels such as web, e-mail, kiosk, sms, QR code, mobile application with advanced survey creator, NPS measurement and ready-made templates. Register for free and start managing all experiences.
