The Importance of Customer Experience
Business has changed a lot in the last 100 years. We’ve gone from the age of manufacturing, dominated by industrial powerhouses, to the age of distribution and the age of information – where the dawn of the Internet gave us the power to do everything at the click of a button. Now in the Age of the Consumer, brands have found themselves with little power at all.
No longer can brands rely on the price, quality or reviews of their products to grow and retain customers. Instead they need to focus on giving their customers the WOW moments that keep them coming back for more.
So how can you deliver a superior Customer Experience that ticks all the boxes? Read on to find out…
Using Mobile as part of the Customer Experience
It goes without saying that the mobile is a powerful device. There are now more than 6 billion mobiles in the world – that’s more than there are computers, cars and even toilets! It’s the one device we have on us at all times and look at, on average, 110 times a day. So why aren’t more brands taking advantage of mobile? Especially when 61% of customers say that they have a better opinion of a brand when they have a good mobile experience.
So what’s the easiest way to integrate mobile with your Customer Experience strategy? Use it to keep your customers proactively informed and engaged throughout their journey!
Find out how Premier Inn are using mobile to enhance their Customer Experience here.
Using Proactive Communication to enhance the Customer Experience
Customers are won and lost in real-time, so it’s important to keep them informed and engaged throughout their journey. By sending your customers timely, personalised messages at key Moments of Truth®, you can increase revenue and dramatically improve your Customer Experience!
Here are some of the ways our clients are using Proactive Communication as part of their Customer Experience Strategy:
Using Fast Feedback to manage the Customer Experience
Once you’ve engaged your customers through Proactive Communication, it’s important that you close the loop and capture their feedback in real-time. By giving customers the chance to have their say in their own words, it not only shows them that you’re listening, but enables you to improve processes, save at-risk relationships and, most importantly, turn your Ranters into Raving advocates.
Here are some of the ways our clients are collecting Fast Feedback to measure the Customer Experience:
How can our Customer Experience Solutions help you?
Our Customer Experience Software allows you to not only enhance the Customer Experience (and boost Customer Satisfaction) with Proactive Communication, but also manage and measure it, by capturing feedback in real-time. To find out how we can help you, take a look at our Rant & Rave Platform.
How Our Clients Benefit
Want to find out how our technology can help improve your customer engagement?
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The MOD rely on the Rant & Rave Platform as a vital part of their Incident Communication strategy, sending out thousands of urgent messages globally.
Scottish Water do something unheard of in the water industry – receiving up to 50% response rates simply by asking their customers for feedback in real-time.