AICEX: Fiducia, Ascolto, Supporto, Personalizzazione, sono alcuni degli elementi che consentono alle organizzazioni di fare la differenza quando si parla di customer experience. Se ne parla in questo articolo che riprendiamo.
Today, customers are engaging with brands through different channels when they inquire about their products, provide feedback and ask for support. When prospects and customers contact brands, they want personalized solutions.
Wowing your customers is crucial to improving their engagement with your brand. To put it simply: Customers who love your solutions buy more and become natural brand advocates. On the other hand, customers who have a poor experience with your brand will take their money to your competitors. It is critical to provide a seamless and unforgettable customer experience across the various channels your brand uses.
Check out these six strategies to improve the customer experience:
1. Build brand trust.
According to the 2018 Global Consumer Insights Survey by PricewaterhouseCoopers, 35% of customers say they are likely to buy a product or service from a brand because they trust it.
In other words, consumers prefer buying from brands they trust rather than just those they have simply been exposed to. While a competing brand might offer better solutions or prices, consumers are more loyal to brands that have earned their trust.
Having worked hard to build your brand, you can foster trust with your audience by offering personalized messages or content. In my experience, customers are likely to engage with content that resonates well with them.
2. Survey your customers.
Be proactive about getting feedback from your customers. Without their input, it can be challenging to determine where your strengths and weaknesses are. Customer feedback can provide you with specific action points on how to improve the customer experience.
Implement an automated process that surveys customers after their order has been completed or a purchase has been made. This allows your team to get feedback right away so you can address unhappy customers quickly and learn where you can improve.
3. Create personalized offers and content.
Personalizing customer experience is more than tagging your audience by name or email. According to a study by Salesforce, 59% of customers say brands that contact them with personalized offers are more likely to win their business. However, many companies do little in the form of personalization.
Customizing your offers can help improve your business’s conversion rates. This could mean offering current customers a discount or personalized product recommendations. Also, producing content that resonates well with your audience is a sure way of generating high-quality leads that can be nurtured to become customers.
4. Localize brand messaging.
If you are looking to engage an international audience, it is important to customize your message for the local markets. Many companies also offer localized product lines that address the specific needs of their international target audiences. Large brands such as Coca-Cola, McDonald’s, Apple, Microsoft and others have been able to penetrate international markets by localizing their messaging and offerings.
Localization not only involves translating your website content to the native language of your target audience but also communicating and offering them support. You can use a translation agency with native speakers of your international audience to properly translate your content for foreign markets.
5. Produce personalized videos.
Videos are short, easy to understand and, in my experience, can help improve brand recall. As a result, they can help produce more conversions and engage audiences. If you are selling products that require specialized knowledge to operate, you can create personalized videos for customer support. These videos can be addressed to customers facing specific issues and be personalized with your company logo, website URL and other contact information.
You can use video personalization platforms to send the same video multiple times but with personalized elements. Thousands of people can see the same video and each will feel as if it was specifically made for him or her.
6. Offer live chat support.
Offering live chat support is another way of improving customer experience on your website. When a customer is at the buying stage in the sales funnel, failure to respond to his or her questions fast enough can make you lose a sale. Additionally, live chat often has high satisfaction ratings among customers. With all of this in mind, to avoid losing sales due to extended reply times, I recommend implementing live chat software on your website.
These six strategies can be implemented to improve your overall customer experience and generate more sales.
Autore: Beth Worthy