Cracking the Customer Experience Code.pptx

Organisational success today hinges on effectively understanding and responding to customer needs across diverse segments with varying expectations and preferences. Indeed, with consumers becoming increasingly demanding, it is more important than ever to prioritise customer experience excellence at every touchpoint.
Ensuring exceptional customer experiences at every level of your organisation is crucial. While customer needs might be different, you must build deep customer experience skills and knowledge to accurately identify, address, and enhance the various grey areas in your customer value journey.
Failing to do this can lead to customer attrition and lost opportunities. A few key considerations can ensure your organisation is on the right track to deliver outstanding experiences.
In this deck, you'll learn the secrets to improving your organisation's customer experience.
You'll also learn:
• How you can measure Customer Experience
• What is means to manage your Customer Experience (CX) and the key components for effective implementation
• Tested strategies to elevate your Customer Experience
• And lastly, the difference between Customer Experience and Customer Service.

1. Cracking The ‘ Customer Experience ’ Code Secrets To B uilding Impressive Customer Experience

2. A survey of over 1,900 business leaders by SuperOffice showed their top priority over the next five (5) years is Customer Experience.

3. This is primarily because companies with a reputable customer experience strategy achieve higher customer satisfaction rates, reduced customer churn and increased revenues. Sounds like a win-win, right? Click here to read: A Complete Guide to Outsourcing Customer Service in Nigeria

4. Customer experience ( or CX) entails the interactions and experiences your customer has with your business throughout the entire customer journey, from first contact to becoming a returning customer. CX is an integral part of customer relationship m anagement because a customer who has a positive experience is more likely to become a loyal customer. So, what is Customer Experience?

5. Why is Customer Experience Important? Based on the Customer Experience Trends Report 2023 , more than half of your consumers will switch to a competitor after a single bad experience. Every exchange between you and your customers - no matter how small - has the potential to make or mar the business relationship. Good customer experiences help build brand loyalty According to the report below, about 60% of returning customers comes from the fact that they expect to receive excellent customer service from your brand. Bad customer experience can result in loss of business 73% of your customers can make a switch to your competitors after experiencing bad services consistently with your brand.

6. In addition, a great customer experience makes it easy for customers to achieve their goals. Customer loyalty and satisfaction are driven by businesses being consistently dependable and simplifying processes, rather than relying on big "wow" moments.

7. What does it mean to MANAGE your Customers Experience ?

8. Customer experience management (CXM) comprises of how you measure, analyse, and improve your customer experience. This process looks at your entire customer value journey to determine customers’ pain points and how best to resolve them. Click here to read: The Importance Of Customer Focus

9. A good understanding of your customers through gathered data and insights can shape your overall CX for good. Customer Understanding A CJM shows the stages the customer goes through during their relationship with your business. Many organisations leverage it to improve customer experience. Customer Journey Mapping CX is an ongoing process, as such, it requires a consistent flow of consumer data to shape operations. With the right insights and processes, you can create consistent, beneficial customer interactions. CX Consistency and Improvement Key Components Of Customer Experience Management

10. 7 Strategies to Improve your Customer Experience

11. Step 01 Step 03 Step 07 Step 05 Step 04 Step 02 Step 06 Provide personalized experiences Always deliver proactive experiences Offer self-service options Build an all-round channel experience Use data to improve CX Create room for feedback Leverage AI and automations Click here to read : Reskilling For Improved Organisational Performance

12. Step 01 Step 03 Step 07 Step 05 Step 04 Step 02 Step 06 Build an all-round channel experience Create a comprehensive channel experience will help you support customers at every point of need, resulting in a truly unforgettable experience.

13. Step 01 Step 03 Step 07 Step 05 Step 04 Step 02 Step 06 Provide personalised experiences Providing a personalised customer experience is a crucial aspect of a good CX. You can start by providing curated product recommendations and engaging with customers through their preferred contact. This ultimately makes them feel valued.  

14. Step 01 Step 03 Step 07 Step 05 Step 04 Step 02 Step 06 Use data to improve customer experience Data and analytics can ensure customer support team efficiency and overall consumer satisfaction with business interactions by providing insights into pain points, needs, and future objectives that could help you improve your customers experiences.

15. Step 01 Step 03 Step 07 Step 05 Step 04 Step 02 Step 06 Always deliver proactive experiences A top-tier customer experience anticipates customers’ needs and stays abreast of issues before they escalate—or even degenerate. Being proactive creates a unique experience that feels personal and helps build trust and customer loyalty.  

16. Step 01 Step 03 Step 07 Step 05 Step 04 Step 02 Step 06 Create room for feedback Creating room for customer feedback helps you identify areas for improvement in your products, services or processes and, thus, improve their experience. Click here to read: Cracking The 'Customer Service Efficiency' Code

17. Step 01 Step 03 Step 07 Step 05 Step 04 Step 02 Step 06 Offer self-service options Leveraging FAQ pages, community forums, helpful articles, and other data-driven content for self-help services can help your customers solve issues independently rather than contacting a live agent.

18. Step 01 Step 03 Step 07 Step 05 Step 04 Step 02 Step 06 Leverage AI and autom ations Artificial intelligence (AI) and automation have revolutionised customer experience. Leveraging AI-powered chatbots and other forms of automated customer support can help you handle quick, repetitive tasks before transferring the customer to a human agent in cases they can’t resolve an issue or fully address a question.

19. 05 04 03 02 01 An effective way to gather information on your customer’s experience is to use surveys, which help to collect customer feedback on specific touchpoints in the customer journey. Survey Customer-facing staff often have valuable information on what customers say about their experience with your business. Customers-facing Staff This tracks how customers feel about your product, service, or a specific interaction, with your support team. Customer Satisfaction Score Community forums are resourceful for understanding your customer’s experience. Customers often share their thoughts about products and pain points, providing your business with information to better serve them and improve CX. Leverage Your Community Forum Analysing data such as churn rate, customer lifetime value, average resolution time and first contact resolution can provide insights on how to improve customer experience. Analyse Measurable Data How To Measure Customer Experience

20. Why CUSTOMER EXPERIENCE is different from CUSTOMER SERVICE People often mistake customer experience for customer service but both are quite different. Customer Experience Customer Experience (CX) refers to every interaction between a customer and a business. This includes all forms of communication, such as when customers contact support teams. Customer Service Customer service, on the other hand, is a subset of CX and refers to the support that businesses provide to customers when they have questions or concerns. Click here to read: Improving employee performance – Best practices

21. Businesses thrive on their reputations, and success depends on attracting and retaining loyal customers through excellent CX. Organisations that prioritise CX stand out in the marketplace and achieve greater success.

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