Your Curated Guide to Customer Experience Optimization
New market entrants emerge on a daily basis. When the competition is this fierce, customer experience optimization is a strategic necessity.
In the digital era, consumers have more choice than ever and all of the resources to compare goods and services at their fingertips. Poor customer experience not only prevents you from acquiring new customers, it can easily deter formerly loyal patrons.
We routinely publish articles with tips and tricks for customer experience optimization, for B2C and B2B companies alike. Here, we’ve curated the best of our content to help you gain a leg up on the competition.
11 top articles on customer experience
In a rapidly evolving digital landscape, customers may encounter friction with digital tools and interfaces that leave them feeling dissatisfied with brand interactions. So what can you do to ensure a consistently positive experience?
It’s common knowledge now that subpar CX can threaten overall business vitality. Ensuring you are meeting customers’ standards and expectations throughout the journey is imperative, which means you need a system for measuring it. Here are five metrics to know.
Building customer loyalty depends on your ability to consistently provide an optimal customer experience. Your brand should be a symbol of quality, convenience, and reliability. But how do you build this brand AND make it authentic to who you are as a company? The answer is by embedding these traits into your company’s DNA — by creating a customer experience culture.
It may seem counterintuitive, but automation technology can fulfill some very human expectations. Nothing is more frustrating to your customers than inefficiency. With automation in your arsenal, you can dramatically raise efficiency while freeing up time for your support staff to focus on complex customer interactions.
CIOs may not traditionally be associated with customer experience strategy. But in the age of digital, not tapping their expertise is a giant missed opportunity. See how your CIO can weigh in on CX improvements.
Do you value your customers’ time? This might seem like an obvious yes, but unless you provide a seamless and efficient online experience, your customers might feel differently. With an onscreen guidance solution, you can ensure your customer can always find what they’re looking for, complete tasks, form a favorable impression of your brand.
As an increasing portion of customer interactions take place on digital channels, companies must devote more attention and resources to creating a seamless digital experience. The key? Personalization.
You want your customers to be happy, feel their needs are met, and most importantly, stick with you for the long haul. So don’t make them work so hard. With a zero-touch strategy, you can ensure you provide the most efficient and satisfactory experience, with minimal effort on behalf of the customer.
By offering self-service in your customer experience, you fulfill your own needs and the customers’. It answers customers’ desire for convenience and speed while lowering overhead costs. It also frees up company staff to focus on the high-touch interactions that influence the overall customer experience.
Here’s a simple truth. You have a lot of competitors. To acquire and retain customers, you need to not only offer great products and services, but also provide a differentiating customer experience. Here are six tips to make your CX stand out.
As company leaders realize the broadening impact of CX on the overall business performance, it’s become clear CX needs dedicated leadership. For many organizations, this has led to the installment of the CXO, or chief experience officer.