Are your customers happy? Now more than ever it’s critical that organizations support their customers and create a great customer experience.
Covid-19 has changed the way companies are doing business. We are no longer connecting with clients in person. We’re on Zoom calls and interacting in a virtual and digital environment. Being digital means that customers are omnichannel – they want to meet you where they are in that moment. That might mean a chat feature, a phone call, an email, or even text.
The pressure is on CIOs to deliver digital customer experiences and create digital transformation during this pandemic. Providing relevant digital capabilities will be critical for the success of enterprise organizations moving forward.
Executives have already received the message. A recent report found that 72% of executives listed improving customer experience and engagement as a top digital experience objective — making it No. 1 on the list of transformation goals.
Yet organizations are falling short when it comes to delivery. A Salesforce survey found that only 51 percent of customers believe companies meet that expectation and 54 percent said companies need to transform how they engage.
Here are 6 tips for engaging with customers and providing a great experience:
The customer comes first
How can you help your customers? Think like a customer. Your customers may not have the same knowledge about your company, what you do, and how you do it. That means you need to be on the same page with your customer. Ask questions to get an idea of you customer’s experience level. Here are some assumptions you should watch out for:
- Assuming your customer knows how your product or service works.
- Assuming that your customers are on the same level as far as technical knowledge.
- Assuming your customers have design or branding resources or a basic understanding of technology.
- Assuming customers understand jargon, such as APIs and integrations.
Provide proactive customer experience
Customer service and customer success go hand in hand. They both work together to ensure customers have the best experiences. However, customer support is about reacting to customer inquiries and providing answers or troubleshooting problems.
Customer success is more proactive. It’s a preemptive measure to track and solve problems before they occur. Customer success can anticipate future roadblocks and find quicker solutions.
Set realistic expectations
One of the quickest ways to lose your customer’s trust is to promise unrealistic deadlines or results. For example, if you set a deadline and don’t deliver on time, the customer will lose confidence in you and your ability to accomplish goals. If you find you are going to miss a deadline, be sure to let the client know as soon as possible to give them more time to prepare. Sometimes, it’s better to under-promise a little bit and then over-deliver to customers whenever you can.
Avoid too much customer contact
You may feel that you need to communicate with customers more frequently. Customer success is about staying in touch with clients and finding out what they need or want. However, if you over-engage them, you may end up annoying them rather than helping them. You need to find that balance of when to connect with each customer, because every client has a different baseline expectation of level of contact.
READ MORE: 8 Ways To Keep Your Remote Workforce Healthy
Empower customers to help themselves
A powerful way to help your customers, especially when things are busy, is to point them to resources they can access on their own time and also share with teammates. You can create a Knowledge Base that customers can access to answer some of their most common questions. You can provide written answers, helpful articles about your products and services, and how-to videos to engage customers.
Let bad customers go
Your customer success team will strive to contact as many customers as possible to make sure they are making headway in the client onboarding process. But, every prospect is different in terms of potential and profitability. Trying to build relationships with ill-fitting customers will only result in the loss of valuable time and money. Sales and marketing can help you learn more in-depth information about your prospects, allowing you to spot bad prospects and prevent them from becoming costly customers.
At CatalystXL, we want to help you quickly and easily share information, increase productivity, and foster collaboration across your entire organization. We can deliver a no code, custom branded enterprise mobile app that unlocks answers and provides insights via our Cardware™ platform — sharing categorized content in a powerful flashcard format. Our mobile app fosters a community of collaboration, engagement, and connectedness for your employees – both in and out of the office.
Book a demo today.