Creating A Seamless Customer Experience: 3 Steps Guide
Mar 22, 2023
Your customers are seeking a seamless experience with your brand. How do we know? They said so themselves. Studies show that:
91% of customers are more likely to interact with brands that understand their needs and provide valuable recommendations and offers.
42% of customers said a seamless experience through a brand’s platform is a necessity when choosing a brand to shop from.
74% of customers said they are more likely to shop based on experience solely.
Your customers want a seamless experience guided by support agents to receive quick and easy solutions to their questions and problems. They want to enjoy interacting with your brand rather than going on endless calls, repeating themselves over and over again to different agents with no result. While every brand has its own approach towards creating a seamless customer experience, here are common steps that your brand can take today to create a hassle free and memorable customer experience.
1. Strengthen Your Omnichannel Strategy
Due to the fact that today’s consumers are connected to your brand through different communication channels, a good omnichannel strategy ensures that your customers receive the best experience regardless of which channel they use to interact with your brand.
For instance, a customer can visit your website, chat with your online chatbot and call you customer support. If they feel the communication is disjointed or they have to repeat themselves and restart the conversation to reach the solution, they will quickly realize this is time consuming and look for alternative brands that offer a more seamless shopping experience.
Effective omnichannel strategy requires great means of communication between teams as well as the installation of systems that allows data to flow freely from one team to another taking the customer down the sales funnel.
2. Implement Hyper-personalization In Your Messaging
Offering a personalized customer experience goes beyond just addressing the customer by their name. Hyper-personalization takes it further by using the person’s name, purchase history, affiliations and past problems in the customer support process - among other data. When your customers feel that the support agent is already aware about all their previous trials and steps have been taken before contacting them, it makes them feel valued and cared for.
Hyper-personalization will not only lead to customer satisfaction but studies have shown that it also leads to a huge growth in your business’s ROI. Implementing hyper-personalization is not an easy task given the amount of data a business needs to compile, however it is definitely worth it given the great reflection you will see in your revenue.
3.Post-Interaction Is A Must
A seamless customer journey does not end after purchase, but post-resolution is a must. By following up and hearing back about your customers’ experience, not only do you build trust but you also show your brand values. After purchase communication shows the customer that you care about their interest rather than just their purchase, making you top of mind in the next purchase decision (encouraging retention and higher life-time value by repeat conversions). Simple tools like Google forms or SMS surveys can help you start building your post-interaction process for a long-term relationship with your customers; but these are just temporary as you scale.
A seamless customer experience is the #1 differentiator between your business and that of your competitors’. To create customer loyalty, satisfaction, retention as well as revenue; you need to utilize all your available tools and resources to create a hassle free customer experience.