Customer experience should always be a top priority for any business. It’s not just the functionality or pricing of your products and services that matter but more so, customer experience. This is what Vancouver Managed IT Services has in store for you. This is what every brand such as should put their focus on to be on top of their league.
Most simply put, seamless customer experience is being there for your current and future customers when they want it and most importantly, where they want it. Moreover, your brand identity, brand tone of voice and brand overall should be instantly recognizable and consistent towards your customers, no matter the device or platform.
Sounds simple, right? Getting there, however, takes a lot of practice and refinement. But, the reward is amazing – loyal customers and steady growth towards plenty of more.
Both user experience and customer experience reflect in customer loyalty and company growth. Although they are different and unique, they must work together for a company to grow steadily.
What is User Experience or UX?
User experience (UX) is oriented towards the individual interactions a user has with a company on a specific topic. In short, UX deals with user’s interaction with a product, service, website or an app.
What is Customer Experience or CX?
Customer Experience (CX) on the other hand, is focused on the overall experience that a customer has with a company. CX is an umbrella concept that encompasses all the channels, products and platforms within the same brands, and how the user feels about them.
Seamless customer experience is all about the interactions. Going beyond that, customer experience is also about availability or the touchpoints and the depth of the ongoing interactions and impressions referred to as engagement.
Elements of Customer Experience
Before you head out and turn every stone to find out where you’re losing your future and current customers, take a look at the three elements that make the core of customer experience.
- Touchpoints – What is the momentum when a customer comes in contact with your brand, or is exposed to your brand?
- Customer Interactions – What is the communication process between a brand and a company? Is it a two-way street?
- Engagement – What is the depth of the engagement?
Know the Exact Customer Experience That You Want To Deliver
Steve Jobs, an Apple brand guru, and a customer experience visionary said: begin with the customer experience and work backward to the technology.
Reverse engineering or working backward is a method designed to focus on the customer’s needs! Rather than pointing out the technology itself, but the accent to what benefits this technology brings to the table, and what real-life problems does it solve.
Let’s take the new iPhone for example and the wireless headset feature. While it may come as great technology advancement, the customer might still question why this feature even exists?
However, when you start with the need – the benefits immediately become more obvious, and the product itself sounds more appealing.
In essence, working backward methodology will result in features and products that will always hold the intrinsic value to the customer because they are deeply rooted in solving a specific problem. And if you are creating a customer-centric brand, that is of the utmost importance.
Know Your Buyer Personas
People come from different backgrounds, experiences, issues, and mindsets. It is essential to realize that your audience does not just number, but real people with real needs and problems to solve.
To design new products, service and seamless customer experience for them, you need to understand them first. Vancouver Managed IT Services can help you do this. Follow these two steps to get a better understanding of your audience:
- Make a profile of users that your customer service agents deal with each day
- Compare it with the insights from your industry (there are a lot of helpful free resources online) and your own company analytics if you have it
- When you have gathered sufficient information, create several buyer personas (such as their age, social status, and hobbies)
- To maximize the effectiveness of your research, translate the buyer persona into a real person.
Get User Feedback
If you want to know what your customers think of your company or business – ask them! Use the website feedback form to engage with them and find out more about the experience with your brand.
Moreover, you can ask engaging questions to inspire people to share more about themselves and their work and life habits.