Components of a great customer experience
Offering a seemingly unique product or service is not enough for a positive eCommerce customer experience. The goal is to make people enjoy working with your business. Therefore, when talking about customer experience, many refer to the client-first approach. There are certain aspects that you should consider when improving customer experience: 1 – Customer research This gives you a clue about the steps customers take — those you do know about, and those you don’t — in order to achieve their goals. Using this knowledge, you can map out the customer journey, as well as all the touchpoints on it, and then, optimize it accordingly. 2 – Delivered value Each time a customer interacts with a touchpoint, they form a perception of the business. Therefore, make sure the customer gets a certain value from each interaction — during and after making a purchase. 3 – Customer service Customer service is the soul of the business. It contributes to building an emotional connection between the customer and the brand because it often involves human-to-human interactions. 4 – Brand reputation Brand starts with identity. This is something that helps customers differentiate one brand from others. It comprises vision, message, values, visual representation — everything that makes business unique. This is the core of the brand reputation. 5 – Technology Nothing of the above is feasible unless it is backed by the right technology. Customer research ⇨ data collection and analysis tools Omnichannel ⇨ integration platforms; synchronization tools Customer service ⇨ CRM system; AI; chatbots Brand reputation ⇨ brand monitoring tools submitted by /u/joe_dojo [link] [comments]