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Post 1:

Steps to improve customer experience

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In today’s day and world customer feedbacks and keeping them satisfied are very important. Companies succeed only if they have a satisfied customer. If customers are unhappy, they won't just leave you, but will leave you for one of your competitors.(Sukhrah, 2017).To make sure your company is keeping customers happy, appreciate their feedback and listen/address their concerns. Even if their concerns are not getting addressed make it a point they see your effort towards it or they are being rewarded with something more valuable and better. Keeping customer service available all the time and on customer’s finger tips is very important these days Response times can play a large role in customer satisfaction and this is arguably the biggest contributor to customer retention. (Sukhrah, 2017).

Time to resolution is the average time it takes customer service reps to resolve an issue for a customer. The less the time it takes for a customer to resolve an issue the happier the customer is and not frustrated with the process. (Hotjar, 2020). Consistency plays a key role as well for customer experience. These days there are more than 3 channels to help with customer experience. Having Omni channel support where they get efficient and effective support is important. Omni channel support is a modern way to move from an email service to phone call effectively. (Boeckelman, 2018). Care should be taken that a customer doesn’t waste time again in explaining what issue he is facing when shifting from email service to phone call. Tracking all this information is important for customer experience.  

These days you can engage your customers through smart phones. Everyone carries smart phones. Having mobile applications helps customers to buy stuff whenever they want. Building application where they can track or complain about the stuff is an important feature. It’s always essential to innovate your mobile application to keep customers engaged and happy. To achieve this you need to create customer focused content. For example Seven – 11 stores had built a seven – 11 mobile app where they had introduced few Virtual reality games in the app for free, these games could be played only inside the store. This innovation drove more customers to go to seven-11 store. This led to happy customers. Such innovation in APPS not only makes customers happy but also drives business. (Locker, 2018)

 

Reference:-

Locker M. (May, 2018).Exclusive dead pool is invading 7-eleven in its first AR experience. Retrieved from:- https://www.fastcompany.com/90465110/these-4-powerful-powerpoint-alternatives-wont-cost-you-a-dime

Sukhraj R. (May, 2017).4 Best Ways to Keep a Customer Happy & Improve Customer Retention. Retrieved from:- https://www.impactbnd.com/blog/the-importance-of-keeping-your-customers-happy

Hotjar. (January, 2020). Understanding customer experience. Retrieved from :- https://www.hotjar.com/customer-experience/

Boeckelman C. (January, 2018).How to make customers happy. Retrieved from:-  https://www.getfeedback.com/blog/how-to-make-your-happy-customers/

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Post 2:

Week 8 Discussion

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Gratification and contentment are the two main factors that keep customers loyal to any brand and ought to be the critical aspects of any customer experience strategy. Contentment can be attained when the product or facility works faultlessly, and the customer service presented is incomparable (McColl-Kennedy, Zaki, Lemon, Urmetzer, & Neely, 2019). When a product or service can meet the client’s particular needs, then they are satisfied. Businesses that emphasis on excellent services to customers, reduces churn leading to an income raise. For most, service experience can be substituted.

The initial step in the strategy called customer experience is possessing a client-focused vision, which one can communicate with at ease. A simple way of defining such a vision is creating certain statements that guide philosophies. Each member of the crew should have an in-depth understanding of their fingertips to all training parts (Scheidt, & Chung, 2019). The subsequent step is to giving time to various customers to connect with the company's support team. In case this association is going to cater to requests and demands by the customers, then it is up to support to work out on issues posed by the customers.

The most exceptional experiences by customers are attained through the participation of the company teams and clients hence creating emotional connections. The loyalty of customers is got when they ardently attach selves to how they feel after using a particular service or product (Pol, Galetzka, & Pruyn, 2020). Also, seize customer feedback in order to tell about providing an excellent client experience. Following this phase is identifying the training needs for every member of your support team. Act upon consistent employee feedback by use of tools which let staff share ideas on advancing their experience. Last but not least is seeing that the technology and process are working.

References

McColl-Kennedy, J. R., Zaki, M., Lemon, K. N., Urmetzer, F., & Neely, A. (2019). Gaining customer experience insights that matter. Journal of Service Research, 22(1), 8-26.

Pol, H., Galetzka, M., & Pruyn, A. (2020). New Perspectives on Customer Relationships: How Relational Models Influence Customer Experience and How They Are Activated. Journal of relationship marketing, 19(1), 29-51.

Scheidt, S., & Chung, Q. B. (2019). Making a case for speech analytics to improve customer service quality: Vision, implementation, and evaluation. International Journal of Information Management, 45, 223-232.

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