How to create memorable customer experience

Making customer-experience (CX) and user-experience (UX) memorable and unique is the only sustainable advantage we can probably have in this cut-throat competitive, VUCA and Disruptive-world.

In today's business-world - customer-loyalty has become very fragile and temporary – all because the customers of today's are being pampered through versatile, innovating and practical ways of conveniences and superior experiences and choices.

A superbly planned and effectively-executed Customer-Experience (CX) and User-experience (UX) can optimize customer-lifetime-value (CLV) - increase customer satisfaction and may increase your profitability and your revenues to greater levels.

That is why Understanding the role of customization and personalization in creating unparalleled Customer-Experience (CX) and User-experience (UX) - acquires paramount importance.

To understand this even better – we first need to understand the Transition of Marketing from Mass-Marketing To 1-To-1 Marketing

Mass-Marketing

1.   In Mass marketing product or service is marketed to an entire market-segment assuming all of them have same needs, wants, problems.

2.   Mass marketing happens through mass continuous and expensive advertisements campaigns to sell

3.   Although this could effective in say low cost items like say Maggi-noodles – through the concept that the more people see your marketing-message – the more it will reach to those who are interested.

4.   While does not work as per the assumptions and expectations of the marketers as well as the advertisement agencies – as has more misses than hits

1-To-1 Marketing

Ø This evolved through the evolution of the Internet and especially the transformation created by the social media ALONG with the new technology – has given the 1-To-1 Marketing - an omnipotent power only limited by the creativity and innovation and imagination of the designers

The ultimate in UX and CX comes to simple basics – which making all the interactions between a customer and an organization [including awareness, connecting-with, discovery, cultivation, purchase, service, and advocacy]

How to Create Great Customer Service Strategy for Amazing CX and UX

1.   Understanding the most fundamental - All of your users are HUMANs – and all humans are emotional – therefore any dazzling experience has to have all the elements of emotional-connect and their complete-engagement with your organization

2.   Research also shows that although almost all the organizations believe they are providing great customer service - but only 8-10% customers agree with this – which should actually make the leadership take notice big way. But you how the Ivory-tower works

3.   Many organizations still try to read the minds of their customers sitting on the drawing board - How can you know customers’ needs without asking - How can you find what your brand stands for in the mind of your customers without asking

4.   Every stage and every touch-point experience impact customer loyalty

5.   Measure the quality of interaction in the following

A.  Touchpoints – Your advertisements, your social-media presence and activities, ease of doing business through your website, the mailers you send, your organizations name getting associated with what

B.  Interactions – all verbal, WhatsApp and email messages with your employees/agents/representatives, all the responses of your service team, promptness of your team's responses, quality of conflict-resolutions, problem-solving, service-recovery

C.  Engagement – participating in the webinars/seminars etc. organized by your organization, signing-up for any types of freemiums, free tasting/testing of your product and services, agreeing to mee with your representatives, buying the product, writing reviews, giving feedbacks

6.   Work out where Bad Customer experience comes from – through analyzing

A.  Long wait times

B.  Employees who do not understand customer needs

C.  Unresolved issues/questions

D.  Too much automation/not enough of a human touch

E.  Service that is not personalized

F.   Rude/angry employees

G.  For more ideas, just think about the last time you were frustrated as a customer—it's quite likely that one (or more) of the above was the cause

H.  Also understand that what counts as poor customer experiences in your business will be unique—and you'll only learn about it by opening the door to customer feedback, then working to minimize the impact of factors that cause

7.   Use the tools like Machine-Learning, Artificial-Intelligence, Big-data-analysis & analytics, Predictive-Sciences, Augmented-reality, Virtual-reality, 3D-printing, A/B-Testing, the power of projection mapping to create an immersive experience to create and Unleash an experience your customer would want more and more of

8.   Solve boring problems

9.   Identify your niche and the best-fit Customers for that specific niche of yours

10. Before even thinking of creating a customer service strategy – first Know Your Customer's Ideal Experience

11. Enhance Customer Experience by ensuring customer interactions possible through any of the available channels used by all the customers – to eliminate disjointed systems and interaction silos between various departments

12. Along with Customer Relationship Management Strategy CREATE Customer Engagement and Customer Experience Management Strategies also

13. Make it possible for your Customers to Help Themselves with Self Service [instead for them to wait in the queues OR wait for your agent to respond to them] – through very easy [even for the technically-challenged as well as illiterate] pictorial or voice along with written step by step help-guides

14. Ensure that you are the disruption* maker – by innovating and raising the bar in the customer service

15. Make your call center a model for excellence - for full read "Building Amazing Customer Experience" in Success Unlimited Mantra's Blog Section "from the heart of Subhashis"