Brad Hurlock

Web Design & Marketing Sales for Addison Technologies.

Superior CX: 5 Easy Steps to an Improved Customer Experience

Brad Hurlock

Web Design & Marketing Sales for Addison Technologies.

Great customer experience can give your business a competitive advantage.

Studies show that 89% of companies are competing primarily on the basis of the customer experience that they can offer.

If you feel your CX isn't up to scratch, then we're here to help.

Read on as we take a look at five simple tips for an improved customer experience.

1. Don't Make Them Wait

The digital revolution has played havoc with our patience.

You can now find information, buy products, and get them delivered, all at super-fast speeds. Our expectations have been raised to the point where we don't like to wait.

If your customers are waiting longer than they have to, then they'll look elsewhere. This may be in terms of your website's loading time, your delivery speeds, or how long it takes to get hold of customer support. The faster you can give people what they want, the better their experience.

2. Be Consistent Across Channels

Consistency is key to great customer experience.

The last thing customers want is to find a mobile site that is unrecognizable from the desktop site or having to explain to a phone customer support agent the exact same issue they just explained via online chat.

Providing your customers with a consistent experience makes them feel more comfortable and more likely to use your business.

3. Act on Feedback

CX can always be improved. When you get feedback, make sure that you act on it.

The most obvious source of feedback will be your customers, as they are the ones who are going through the customer experience. But don't forget to listen to your employees too; they may often have ideas of how to streamline processes or make CX improvements.

Once you've received feedback, make the changes to fix the faults. Every step you can make towards better CX is a step worth taking.

4. Build Relationships with Power Users

You may have some customers who are power users of your products or services.

These are the ideal people to help you make your CX the best it can be. Build relationships with these power users, as they will have a better knowledge of the customer experience than anyone else.

You could consider offering them discounts or freebies in exchange for helping your trial new products or services or changes to your customer experience. Not only will you get valuable feedback, but they will also feel appreciated and will be far more likely to remain loyal to your brand.

5. Personalization Can Offer an Improved Customer Experience

Customers will always prefer to feel like they are being treated as an individual rather than just another sale.

Personalization is a great technique to help them feel that way. Use previous sales data to send them recommendations, or show personalized pages on your business website. Use geolocation to provide location-specific content. 

If you send out a survey, follow up personally to thank them for their feedback, and address what they've raised. All these personal touches will only add to the customer experience.

Looking for More Great Business Advice?

We hope these tips on how to offer an improved customer experience have been of use to you.

If you're looking for more great tips and advice on all areas of business, then you're in the right place. We have a ton of great content covering everything from social media strategies to redesigning your website.

Feel free to take a good look around.