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Improving customer experience (CX) to increase your turnover

Top 10 ways to improve CX

From the first moment they hear of you, potential customers are forming an opinion of your brand. Let’s make sure it’s the right one. Here are my top ten tips for creating great CX.

1 Understand who your customers are

Do you know, if so, how? If you haven’t already, read about how to really get to know your customer in my blog about this from November last year – click here.

2 Find out where they first become aware of your brand

Referral?

Face to face (networking, event, conference)?

Phone call?

Email?

Social media?

Website?

Ask them, survey monkey is a great tool for this. If you’re not surveying your customers on a regular basis, start now. Not sure how? Get in touch at hannah@hoylandmarketing.co.uk.

3 How many ways can they contact you?

Phone?

Email?

Social media?

Website?

4 What do all of these processes look like?

It’s the boring bit, but the devil really is in the detail. It’s only by mapping this that you will really find out what experience you are providing. Start writing down what happens and when. If you need more information on how to do this effectively, it's going to covered in more detail in the next blog.

5 How do these processes make them feel?

Is your CX aligned with your brand? Use your brand story to decide whether the processes are right, and they leave the customer feeling the way you want them to. For more information on brand, read the Christmas blog here.

6 Do they all work successfully?

Once you’ve mapped all the journeys for each channel, make sure you note any issues and any successful outcomes. Use this to improve the experience on all channels.

7 What happens if they don’t?

Have you ever thought about what happens if there’s a communication breakdown in any of these channels? Do you have a way of reclaiming the potential customer? If not, how can you create one?

8 How do you retain customers?

Or rather how do you turn a potential customer into a paying customer? What’s the ideal progression and then how do you make sure you retain them? Do you reward them, do you say thank you, do you engage with them on social media?

Your most unhappy customers are your greatest source of learning. - Bill Gates

If you need inspiration throughout this process, remember, you can ask your customers, especially those that have been unhappy. If they are happy to speak to you, find out the detail of their negative experience and redesign your current processes so that it doesn’t happen again. This could be as simple as diverting phones to a different team, for example.

9 Measure

Do you have ways to track these things? What’s available differs wildly, depending on your budget but you can start with a survey or spreadsheet, so there’s no excuses!

We talked about Net Promoter Score (NPS) and customer satisfaction (CSAT) in the last blog but here’s another one to think about: Customer Effort Score (you’ve guessed it, CES!). Here’s an example how what you could be asking in order to cover all three:

10 Automate

Consumers expect to be in control. Automate as much as possible, so that by the time you're actually speaking to a customer they’re a long way down the line of making their purchasing decision. Look at how booking a holiday has changed over the years, for example. We make all the decisions without leaving our chair – location, price, time of year, flight, luggage etc, etc. There was a time when we expected to be told this information rather than have the choice.

There are a whole host of free automation processes out there, from MailChimp for your email campaigns to Calendly for appointment bookings. Take advantage of them. If you haven’t already, make sure you download our FREE Marketing with No Money leaflet which will give you some more ideas.

For more information on any of the above, or a free, no obligation discussion about your existing CX, please contact hannah@hoylandmarketing.co.uk.

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