A growing number of business owners are now becoming aware of the importance of focusing on the customer experience. A research conducted by Forrester found that more than 73 percent of businesses said customer experience is extremely important. However, only 1 percent of companies were providing exceptional customer service.
Customer experience metrics are important in ensuring quality customer service. In this article, we will share some valuable suggestions on how to measure and improve the customer service experience.
How To Measure Customer Service Experience?
Trying to determine how customers view a company's goods and services is important. One way to measure customer experience is to create online customer surveys using online services such as Survey Monkey. Customer comments can help a company refine knowledge about user experiences and processes accordingly.
Another way companies can measure customer service is by using an online digital medium to connect with customers. Customers can be encouraged to respond through an online application, messenger, email or live chat service. Input from customers can prove invaluable in improving conversion and retention rates.
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Strategy To Improve The Customer Service Experience
A company should focus on improving the customer service experience. There are several strategies that can be implemented to improve the customer experience. The first tip has a clear vision that aligns with customer values. A customer-centric vision should serve as a key principle in providing a customer experience.
Once the vision is combined with customer values, it can guide behavior within the organization. Each employee will follow the principles that will help ensure exceptional customer service delivery.
An example of aligning vision with customer values is Japos. The company has embedded core customer values into its vision including being courteous, benefiting from change and providing a WoW experience.
Another important advice to improve the customer experience is to use digital technologies to fully understand customer needs and pain points. If the company fully understands the wants and needs of customers, it will help them to give customer experiences that not only meet but exceed the expectations of the customers.
Finally, a company should strive to build an emotional connection with customers. The best customer service experience is achieved when the marketing message contains an emotional message. More than half of customer experiences are shaped by feelings and emotions that influence purchase decisions.
Bottom Line
Getting feedback from customers is the ideal way to measure customer experience. In this regard, digital medium is a highly cost-effective way of connecting with customers. Post interaction surveys using live chat service, email and social media posts can help get more practical feedback about the customer experience. This can help improve customer service and make them loyal customers of the company.
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