7 Ways to Improve Customer Experience

2016 • Content

Customer experience has been overtaking price and product as THE key differentiator in how customers perceive a brand or product.

Tip: “Self service is trending strong, and…can be something as simple as a ‘frequently asked question page’ on your website.”

47% of consumers list fast response to complaints as the most important element in a customer experience

Companies have been investing big time in empowering customers with ways to give feedback, share their shopping experience, and engage with retailers. The problem? Many companies haven’t upgraded employee communications. That, according to Microsoft, “is creating a customer experience divide that will further separate leaders from laggards in 2016.”

Whether it’s frames or fashion, eyecare or healthcare, consumers are expecting better service from you than they did even a few years ago. And, if you don’t provide it, they will find someone else who does.

Here are 7 key customer service needs for 2016, as reported by nationally known customer service thought leaders, authors, and speakers.

NOT
“Service excellence can be defined by what a business chooses not to do well, not just what it does.”

Frances Fei, Harvard Business School

THE POINT: Set your priorities, and make sure you fix the most important things first.

JOURNEY
“Create a customer journey map of what consumers go through as they interact with you. You can’t improve if you don’t know where things are breaking down.”

Annette Franz, Certified Customer Experience Professional

THE POINT: Do you track your patients’ path? See where your weak points are, and set a plan to fix them, one by one.

SIMPLE
“Getting back to basics…is critical. Keep it simple. Keep it fair. Keep it real. And, you’ll win.”

Nancy Friedman, Customer Service Trainer

THE POINT: Be true to who you are, and make sure your staff does, too.

SPEND
“Start spending money on the people that talk to customers the most. That’s not your marketing department or vendor!”

Al Hopper, Social Path Solutions

THE POINT: Invest in your front-line employees, and make sure you’re all on the same page.

FAQs
“Self service is trending strong, [especially] with millennials. This can be something as simple as adding a frequently asked questions page to your website.”

Shep Hyken, Chief Amazement Officer & Author

THE POINT: Self service is a mindset, and something as simple as offering more information online can meet that need.

SHIFT
“THE trend in 2016…is time-saving accessibility. There is a monumental business model shift to empower customers with more control.”

Russel Lolacher, Communications Consultant

THE POINT: What can you do to speed the process without decreasing service?

FAST
According to Economist Intelligent Unit, consumers listed quick response to complaints as the most important element in a customer experience (47%). Personalization (12%) and relationship building (10%)…landed near the bottom.”

Tricia Morris, Customer Service Blogger

THE POINT: Times have changed. Make sure you keep up and focus on what’s important NOW.

Have you upgraded your customer service to patients? Are you more in touch with staff in building the customer experience? Tell us what works for you on our Facebook page here.