The Information Age, which started with the introduction of the Internet, is about to give way to the Age of Experience. Accessing information has become one of the most ordinary things in the world. Now, more important than having knowledge about a subject is having experience in that subject. We will start to see the effects of the Age of Experience more frequently in every aspect of our lives.
What kind of experience a business offers is now more important than how good a service it offers. In the Age of Experience, WOM (Word of Mouth), the word-of-mouth marketing rule, continues to operate with an increased number of impact multiples.
They are at the top with customer experience
The secret to the success of today’s popular brands such as Starbucks, Apple and Amazon lies in the excellent customer experience they offer. We now know very well that if you don’t like your coffee at Starbucks, it is enough to say so, that customer satisfaction is more important than anything else when you shop at Amazon, and that unconditional returns are offered if you are not satisfied. In Apple Stores, we see that almost 90% of the stores are reserved as product experience areas. In short, excellent customer experience brings brands to the top.
Where to start?
You are aiming for the perfect customer experience for your business. So what should you do to achieve this goal? Remember that there is a customer experience at every point where your customers come into contact with your brand and develop a method to manage customer experiences at all these points.
Put customer experience at the centre of your products or services. Develop and improve your products and services with the feedback you collect from your customers.
Offer different channels to your customers. Manage feedback from different channels in a centralised structure.
Measure, classify, manage
Use form components such as smileys, star ratings and NPS to measure customer experiences. Measure customer happiness rate and your Net Promoter Score (NPS).
Categorise feedback as thanks, suggestions, complaints, general. Act fast in resolving complaints. You can save time by making internal conversations and assignments on a common platform.
Add tags to your feedback. Make sure that every feedback is evaluated. To do this, define feedback statuses such as open, in process, closed.
If you don’t have a platform to do all this, meet Wiseback. Wiseback offers your business a platform to manage customer experiences end-to-end.
