Customer Experience (CX)
Customer experience (CX) is one of the primary ways that modern-day companies attempt to differentiate themselves from competitors - but customer experience is more than just a marketing tactic, it is a responsibility that enterprises must fulfill to maintain a high level of trust with customers to keep them coming back.
The real question is this: What is your long-term strategy for optimizing customer experience and ensuring that customers continue doing business with you?
In the digital age, you can approach CX in a variety of ways. However, the most common element that businesses tend to examine first is the customer journey.
Customer journey. The experiences that your customers go through when interacting or engaging with your company including brand discovery, research, purchasing, and customer support.
- Consideration - The consumer transitions from being an observer of your brand into potential customer.
- Evaluation - Consumers evaluate the marketplace to see which products or services best fit their needs.
- Buy
- Advocacy - Once a consumer purchases a product or service, they'll continue to support your business through further purchases or through testimonials.
Points of interaction between customer and enterprise
- Research - The consumer does research based on a set of needs, whether personal or for business.
- Choice - The consumer is presented a list of choices and options for products or services.
- Order - The consumer or client makes a decision and executes an order on the products/services best for them.
- Consume - The consumer has time to use, experience, and form an opinion of the product or service.
- Service - The consumer takes advantage of customer services offered by the enterprise that the product was purchased from.
- Improve - The consumer provides feedback on the product and enterprise, and the enterprise decides what steps they need to take in order to improve the experience of the product or service.
Developing a customer experience strategy
- Reachability - Your enterprise should be active and reachable on a variety of channels.
- Convenience - Are your customers able to self-serve?
- Personalization - CX systems should be set up in a way that allows your business to cater to a customer's individual needs.
- Simplicity - Are channels optimized for mobile? Keep the customer journey as simple and straightforward as possible.
- Channel flexibility and integration - Keep the experience seamless, allowing for consumers to engage with the consumer on desktop, mobile, social media, etc.
To learn more about what CX/ customer experience can do to elevate your business's brand reputation, contact the Converged team (sales@convergedsystems.com) or give us a call at (877) 598-3999. Let Converged Communication Systems provide the best-in-class solutions and support you deserve for your business.
