How to Improve Customer Experience in 2019

how to improve customer experience

No matter the industry you work within or how many years you’ve been in business, we know that you’re committed to providing the best customer experience possible.

Over 70% of customers say that they stopped working with a company not because of the quality of its products or services, but instead because they were unhappy with the level of customer service they received.

It’s easy to see why understanding how to improve customer experience is so important.

But a strong customer experience strategy isn’t just about increasing your profits. It’s also about protecting your reputation.

After all, while about 38% of consumers love to share their good experiences with a company, 45% of them are more likely to tell others about bad experiences with a brand.

So, what can you do to improve customer experiences at your company?

Read on to find out.

Understand When Customers Need Help

Especially if you constantly study up on recent trends in customer service, you’ve likely heard the phrase “customer journey mapping” quite a lot lately.

In short, the customer journey is a kind of bird’s eye view of all the steps your customer takes from first clicking on your website to making a purchase (or taking another action.)

The customer journey helps you to identify major journey benchmarks, understand how long and how many different interactions it takes for a customer to convert, and most importantly, allows you to pinpoint where along that journey many customers lose interest or need more specialized help/attention.

For example, a customer arrives on your website after clicking a shoppable post on social media. They find the product page they need with ease, they review all the specifications of the product and learn more about it, and they even sign up for your e-newsletter. But even though they’re clearly interested in the product, they never seem to complete that purchase.

That’s because there’s a moment in the customer journey that is causing some kind of a roadblock.

Maybe they’re not sure the size or version of a product to purchase. Why not implement a chatbot on your site that helps them to make the right choice? Maybe they just don’t feel like filling out all those tedious forms. You should enable automation and data storage on your website to make it easier.

Customer journey mapping is an incredibly effective way to improve customer experiences not only because it saves you time and resources (fewer calls/emails with questions, fewer returns, etc.) It also allows you to collaborate with and assist your customers in real-time, so you know the exact moment they need help.

Automated assistance and a deeper customer understanding make working with your brand a better experience for everyone.

Focus on Omnichannel Communication

What’s another essential thing to focus on if you’re serious about learning how to improve customer experience?

Omnichannel communication — in short, communicating with the customer wherever they are, and in the ways they like best.

The way your customers want to engage with your company varies based on age and other major demographics like gender and income level, your products/services themselves, and simply the personal preferences of your customers.

For example, over 70% of millennial consumers say they like to communicate with brands over email. So, faxing them an invoice, mailing them a postcard ad, or even picking up the phone and giving them a call means you’re less likely to get a response from them.

However, other customers may feel like they need to speak to someone over the phone in order to make a buying decision they’re confident in. Some consumers might want to message you on social media, while others want you to text them when you have upcoming sales or new product drops.

Omnichannel communications mean that you can talk to your customers in the way they like — but they also mean that, when a customer switches over from their desktop email to their mobile device, their communication with your company picks up exactly where it left off.

Think of omnichannel communication as a kind of real-time document that, no matter where it’s accessed from, is updated immediately across all channels.

In short?

No matter where your customer is looking at their order history, account, or past communications with your brand, things always pick up exactly where they left off.

Try Interactive Documents

You likely know from past experience just how frustrating it can be to attempt to interpret confusing documents and order forms from companies you’ve worked with in the past.

The same goes if these documents are outdated, poorly organized, or simply don’t provide the information you need.

Well, your customers feel exactly the same way — and that’s why you need to start using interactive documents.

Customers can control their experience when reviewing documents, take notes, prioritize data, and even refill and update their orders. Plus, they can do it from anywhere, on any device, and at any time.

After all, a clear and personalized customer experience should be available at the click of a button.

Our Software Makes Understanding How to Improve Customer Experience Even Easier

Learning how to improve customer experience means embracing interactive documents, focusing on omnichannel communication, and taking a closer look at the overall customer journey.

Our software can help you to do all that and much more.

Reach out to us today to request a demo of our incredible customer experience management software.

We look forward to helping you run your business more efficiently, increasing your profit margin, and above all, making sure your customers always return to do business with you in the future thanks to excellent customer service.

document automation buyer's guide

Document Automation Buyer's Guide

Jump-start your Customer Communication Request Ecrion’s 15-point buying guide, which details the top factors companies consider when selecting a Document Automation solution.