In our research and experience of working with major brands, we discovered ways to improve customer experience by providing excellent customer service in various channels including email, phone, chat, text messaging, social media and more. Customer experience, also known as CX, is your customers’ holistic perception of their experience with your business or brand. Customer experience touchpoints is where customers and business engage to exchange information, provide service, or handle transactions. This may be done via social media, direct messaging, in-store cashiers, email, website, call centres, etc. Every channel, whether it’s online or offline is an opportunity to improve your overall customer experience.
Therefore, it’s essential to select the best customer touchpoints. The balance between engaging and annoying customers is a fine line. Some might say to strive this balance is an art. Many brands don’t realize how this affects their business and contributes to changing their customer behaviours from positive to negative in an instant.
Customers’ needs are always changing, which contributes to the reasons customers lapse. What met their needs a year ago isn’t quite what they need now. They’ll still buy the occasional product, but this could be much higher if you adapted to their needs. Keep monitoring customer experience to minimize lapses and proactively launch win-back campaigns when lapses happen.
If ramping up CX and user experience is your next goal, then you will appreciate the 10 tips we put together for you in a nice format on how to improve customer experience. Download it now for free!
Necessary cookies are absolutely essential for the website to function properly. This category only includes cookies that ensures basic functionalities and security features of the website. These cookies do not store any personal information.
Any cookies that may not be particularly necessary for the website to function and is used specifically to collect user personal data via analytics, ads, other embedded contents are termed as non-necessary cookies. It is mandatory to procure user consent prior to running these cookies on your website.