Improving a customer’s experience can either make or break a business. It can offer considerable advantages to businesses. On the flipside, an inferior or no personalized customer experience can drastically reduce the company’s name and image. It could mean the permanent loss of customer base.
In a study done by Gartner, a leading research and advisory company, 81% of businesses said that they need to create an edge over their competitors by delivering better customer experience.
Why Customer Experience Matters?
Customer experience matters for a whole lot of reasons. The first one is that, if done right, it can increase a company’s revenues. 60% customers reported that they are more than willing to pay more for a more satisfactory customer experience. If we ignore everything else, this reason alone should be more than enough to compel companies to take definitive steps towards making every customer’s experience count.
How Can It Be Done?
With the help of the latest, state-of-the-art technology, companies are coming up with all kinds of solutions that will make customer experience more satisfying and personalized. From providing customers with fast check-out, check-in services to automating customer verification, companies are coming up with out-of-the-box ideas to make sure that every customer’s experience is a unique and gratifying one.
Understand Your Audience
This is the first step you should take in order to provide an extraordinary product or service for the customers. You need to work on your understanding of your customer – their concerns, preferences, motivations, and perceptions. This will give you an in-depth look into your customer’s brain and what they really want. It will also help you create the ideal product centered around your customers.
Work Your Way Back
Sounds weird right? But it’s not. In fact, Steve Jobs was a firm believer of working your way back – starting with customer experience and ending at the development of technology. Begin by making a list of everything that your customer is likely to be impressed by. Each point on that list is something to be understood and worked on. Next, work on resolving your customers’ genuine issues.
Ramp-up Personalization
In a world of online businesses, the importance of personalization cannot be stressed enough. Now customers expect a personalized experience whenever they visit a website. Companies that provide a customized experience for their audience are more likely to increase their customer base as well as their profit margin.
Implement Automated Verification
With online businesses came online frauds. Companies, especially online businesses, are frequently at the receiving end of internet frauds, identity theft, and credit card frauds. This not only results in loss of revenue but also loss of reputation. However, if the companies integrate a biometric verification service, they can automate their KYC (Know Your Customer) procedures. There are a lot of ways this can be done. Companies could either go for fingerprint verification or the top-of-the-line facial recognition technology. This way companies can not only protect themselves from fraud, ORC, and violence, but also deliver a customized and hassle-free customer experience that people will never forget.
