How to Improve Your Customer Experience Strategy in 2020

customer experience strategy

Understanding Target Customers | What Matters to Customers | Focus on Building Relationships |
Communication is Key | Listen to Feedback

96% of consumers say that customer service plays an important role in their choice of loyalty to brands.

Competition is tough in just about every market these days. But one thing sets great companies aside from the rest – a good customer experience strategy.

Customer experience is one of the most important aspects of running any business. Customers expect more than ever before from the companies they do business with. As times change, so do the best practices for serving customers.

Keep reading to learn more about how to improve your customer experience strategy going into the next decade.

Improve Your Understanding of Your Target Customers

Every business wants to impress its customers. After all, if customers have a great experience, they will be more loyal. They’ll even spread the word about their good experience and do some marketing for you.

Why is it then that so many customers end up disappointed?

A disconnect between a company’s goals and the true user experience its customers are on the other side of.

Businesses with this problem haven’t done their research. They haven’t invested in the aspects of customer experience management (CEM) that are truly important to customers themselves.

Your efforts should be focused on your best customers. Those that are already most likely to purchase your product or service are your best bet. This is where you need to focus your efforts.

Research these customers and discover what makes them tick. If you can identify what drives these customers, your marketing efforts will be better rewarded. Only after doing your research should you develop a customer experience strategy and marketing plan to develop a product that is built for your target audience.

Armed with a better understanding of your customers, you can develop every aspect of your marketing and sales campaign around them.

Take a look at our Infographic on Customer Service Statistics

What Matters to Customers

It’s easy to guess some of the most important factors that create a good customer experience. Customers want speed and convenience. They also want friendliness.

The element of customer service that connects these goals? Human interaction.

The ultimate challenge for businesses in this modern age is making technology work for you without removing the human elements that make a superior customer experience. Technology can streamline and expedite many customer service related tasks but do your employees have what they need to deliver a customer experience with a human touch?

Employers have to learn to implement technology in a way that enhances customer experiences. How can you use technology to make an experience feel more human when the conventional belief is that technology replaces human interaction?

The most important factor for keeping customers – consistency.

Customers want to be loyal to their favorite brands. Companies have the upper hand here if they don’t make mistakes. If you can provide value to your customers without causing frustrations, you’ll have a loyal customer.

Get it wrong and you’ll lose customers. It’s never been easier for customers to access reviews and product information about your competition.

Discover 9 Digital Customer Experience Trends of 2020

Focus on Building Relationships

Your marketing efforts need to be consistent. Your ads have to reach customers via multiple platforms to be successful in 2020. There is a lot of marketing clutter for customers to sift through.

Make your message stand out using outreach efforts with social media, email, newsletters, SMS offers, and more. Marketing isn’t just about advertising anymore. Creating content that is valuable to customers helps frame their experience and build a relationship.

Content that is educational, updates customers on your products and brands and offers them something more than product information will be rewarded with loyalty. Customers who feel emotionally connected to brands are more likely to be repeat customers.

Reward customer loyalty with exclusive offers and discounts.

You should also reward long term customers. Listen to their feedback and make them feel like they have a say in the direction your business is going. After all, they helped you get to where you are now.

Communication is Key

A good customer experience involves communicating with the customer via their preferred channel. In today’s world, companies have to be able to deliver a consistent customer experience across all media channels. These include phone, text, chat, email, social media, and in person.

Customers expect a seamless experience across all of these channels. Companies can use software to connect their marketing efforts to their CRM.

And it’s not just about the “how” but also the “when.” Customers want to connect with companies 24/7.

Businesses can use their websites to meet this customer need. Your website should contain valuable content that serves your customers even when you’re not around. You can also use chatbots to quickly answer questions and serve customers.

Explore the Top Trends in Communication for 2020

Listen to Feedback

Finally, surveying your customers about their experiences can be a valuable tool. You can monitor social channels and internet reviews for bad experiences. These should be handled promptly and publically to show your customers how much you care.

While responding to public feedback is a great way to show your commitment to positive customer experiences, don’t underestimate the value of anonymous survey feedback. Not only will you uncover issues you didn’t realize you had, but you’ll also have a way to measure your improvements.

Let Us Help You Develop Your Customer Experience Strategy

If you want to outlast your competition in this new decade, you simply must have a killer customer experience strategy.

Let us help! We offer customer experience software solutions to drive your business into the future.

Contact us today to get started.

Customer Communication Buyer's Guide Cover

CCM Buyer's Guide

Jump-start your Customer Communication Management ( CCM ) strategy and begin engaging your customers today with this free guide. Retain your customers and drive more revenue!