The best thing brands can make to grow their business is investing in their customers. Yes, it definitely helps to sell quality products and provide excellent services, but without customers, businesses cannot thrive.
This is why customer experience (CX) is something any company needs to work on so every customer will have a positive interaction with you.
This positive, seamless experience needs to start from the very first moment they became interested in your business and all the way through they become a loyal customer.
Here are the ingredients you need to achieve customer experience success within your company.
1. Have a Clear Customer-Focused Vision
It’s essential every company has a clear vision it can communicate to its customers. The easiest way to do this is by creating a few statements which are going to act as guidelines when it comes to interacting with them.
For example, you can define your communication style as friendly, formal, informal or playful so everyone will know how to talk to your customers.
2. Establish an Emotional Connection with Customers
Most of the time, it’s not what you say, it’s how you say it.
This is why connecting emotionally with customers will make them loyal to your brand. People remember how someone made them feel at a certain point and not necessarily what that person said.
Moreover, customers who become emotionally connected with your company are more likely to recommend your product or services to other people.
3. Know Your Customers
Your company can’t connect and empathize with your customers unless you know what their needs are, what they want and what triggers certain actions they make.
Try to describe as accurately as possible every buyer persona your company has. This is going to help you identify much quicker the characteristics of every new customer and develop a customer-centric strategy.
Teach Your Employees All About Customer Experience
To provide the best experience to all of your customers, it’s important your employees are aligned with your core values. It also helps if they get inspiration from an expert outside the company.
Here are three speakers you can hire for your upcoming company events and who can share their knowledge when it comes to customer experience success.
1. Evan Carroll
Evan Carroll serves as an inspiration to companies which want to leverage technology, data and analytics to drive customer loyalty.
Evan’s experience will help you engage your employees and help them provide a world-class customer experience. Until now, he has worked with IBM, SXSW, Citrix, the Library of Congress, the American Bar Association, the American Marketing Association and other organizations.
2. Stan Phelps
Stan Phelps likes to challenge companies to think differently about their customers and how to drive loyalty. Thanks to his storytelling techniques, he’s able to inspire brands so they can become remarkable and stand out from their competition.
Stan’s workshops and keynotes also deliver actionable ideas so your employee leaves the event armed with specific tips they can put into practice.
Joseph Michelli is a motivational speaker who shares his business practices by focusing entirely on the customer experience.
He also wrote several books where he highlights some of the best experiences in CX from some of the most important brands in the world, such as Mercedes, Starbucks or Zappos.
Best of all, his presentations can be tailored to target a specific audience, from management to frontline staff.
Book the Next Speaker for Your Event
Whether you want to inspire the employees or the leadership team on how to break down the barriers between the digital and physical touchpoints, an expert is well-needed in the process.
If you want to book a customer experience professional, contact us at (615) 283-0039 so we establish all the details.
Also published on Medium.