Customer experience when delivered right can work wonders for your business. Irrespective of your industry and market segment, seamless customer experience and customer delight must be at the heart of your sales strategy.
We all know that to attract and retain customers is always an uphill battle. It takes lot more than just bulk emails, cold calls, discount coupons, seasonal offers and other traditional selling tactics.
The key lies in listening and understanding your customers.
Sure, we all have heard it a zillion times and know it all.
But when it comes to practice things go haywire.
Take a look around your current customer touch-points and processes thereof. Identify if each of these touch points function optimally i.e. do your customers get what they want from these touch-points.
Some common touch-point examples would be:
· your website
· live chat
· customer care
· support inbox
· google groups or forums
Each of these interfaces present added opportunity for you. The question becomes, how resourcefully are you utilizing them to your advantage?
Here is how we can leverage the interfaces we have for a “total customer experience (TCE)”.
Website & Social Media Pages
Never forget that your website is your most important product or offering & your visitor’s attention span in less than 10secs.
Thus be extra judicious with your messaging. You cannot be everything to everyone.
Focus on that one or two pain points or benefits that you solve & meet the best.
Be very clear about who your target audience is, what exactly are they looking for and ensure your messaging is in 100% alignment with it.
A quick glance on your homepage must excite and generate enough interest in your offering for your visitors to take the next step. Be it a signup, download or contact form.
You’ve won 50% of the war if you manage to nail it successfully.
Avoid information overload, be precise & establish a direct link between the problem and your offering.
Make it easier for your visitors to find the information they need. E.g. a robust context search.
Today’s visitor are smart and rely on self-help rather than hand-holding. The easier it is for them to get to what they want, the higher you rank on their shortlist.
Live Chat and Customer Support
These 2 are a great source of lead generation and conversion for your business.
Chat bots and AI Bots have made it a lot easier for us to prompt and initiate a chat with our visitors.
However, do not overdo or make it obtrusive. Keep in mind that if not used wisely, you are causing distraction for your visitor and he may end up losing interest and just leave your site.
Stick to the basics. The whole idea of a live chat is for your customer to communicate with you for instant answers. Hence, make sure those answers are readily available.
Read the full article on Wakeupsales Blog.