Docsity
Docsity

Prepare for your exams
Prepare for your exams

Study with the several resources on Docsity


Earn points to download
Earn points to download

Earn points by helping other students or get them with a premium plan


Guidelines and tips
Guidelines and tips

Optimising Business for Great Customer Experiences, Schemes and Mind Maps of Trade and Commerce

The importance of customer experience in business success and provides five ways to optimise business for great customer experiences at every touchpoint. It emphasises the significance of strong customer service, excellent product quality, and a clear understanding of customers' needs. The document also highlights the benefits of training employees in customer service and measuring customer experience metrics. It suggests using marketing tools to track, measure, and improve business data and setting up smart automation.

Typology: Schemes and Mind Maps

2021/2022

Available from 11/15/2022

Pravin0806
Pravin0806 🇮🇳

2 documents

1 / 3

Toggle sidebar

This page cannot be seen from the preview

Don't miss anything!

bg1
Customer experience is a sought-after strategy since it is seen as the key to company
success. With the growing use of social media and online review sites, there has been an
exponential increase in the importance of customer experience.
Customer experience is often talked about as a sort of magic potion for businesses. High
customer experiences are seen as the holy grail of business success,Guest Posting driving
everything from increased sales to lower churn rates and everything in between. However,
even with all the attention given to customer experience, it’s not always easy to achieve it.
Many businesses struggle to give their customers a positive experience from beginning to
end. Even simple things like making sure that your front desk attendants answer all phone
calls correctly or that your website has up-to-date information can be difficult, especially
when you have so many other things going on at once. Now, it’s true that most businesses
can’t just snap their fingers and achieve a perfect customer experience every time.
But there are many small things you can do, day in and day out, to help make your
customers happy with the services you provide. Here are five ways you can optimise your
business for great customer experiences at every touchpoint:
Start with the basics
No matter how great your website copywriting is, how flashy your marketing campaigns are
or how many bells and whistles you add to your product or service offerings, the customer
experience must be spot-on if you want to succeed, so start at the basics.
Every great business starts with strong customer service, excellent product quality, and a
clear understanding of what its customers need or want. If you’re struggling to provide
excellent customer service, for example, you’re not going to be able to make up for that with
flashy marketing campaigns. You’re going to drive customers away.
A customer experience depends on the basics: a positive attitude, clear communication, and
a willingness to go the extra mile. While these are essential for any business or workplace,
they are especially important for brands working in the service industry.
When customers are spending money on a product or service, they expect to be treated with
care and consideration. That means hiring individuals who truly care about the brand they
represent and treating customers with respect, dignity, and courtesy. It may seem like a
small thing, but a smile and a “thank you” go a long way towards improving the customer
experience.
Train your employees
Having great employees is one of the best ways to ensure that your customers have a
positive experience with your business. When you train your staff members (including your
front desk attendants, customer service staff, and managers) on the best practices for
customer service, they’re more likely to be able to help your customers and make them
happy.
pf3

Partial preview of the text

Download Optimising Business for Great Customer Experiences and more Schemes and Mind Maps Trade and Commerce in PDF only on Docsity!

Customer experience is a sought-after strategy since it is seen as the key to company success. With the growing use of social media and online review sites, there has been an exponential increase in the importance of customer experience. Customer experience is often talked about as a sort of magic potion for businesses. High customer experiences are seen as the holy grail of business success,Guest Posting driving everything from increased sales to lower churn rates and everything in between. However, even with all the attention given to customer experience, it’s not always easy to achieve it. Many businesses struggle to give their customers a positive experience from beginning to end. Even simple things like making sure that your front desk attendants answer all phone calls correctly or that your website has up-to-date information can be difficult, especially when you have so many other things going on at once. Now, it’s true that most businesses can’t just snap their fingers and achieve a perfect customer experience every time. But there are many small things you can do, day in and day out, to help make your customers happy with the services you provide. Here are five ways you can optimise your business for great customer experiences at every touchpoint: Start with the basics No matter how great your website copywriting is, how flashy your marketing campaigns are or how many bells and whistles you add to your product or service offerings, the customer experience must be spot-on if you want to succeed, so start at the basics. Every great business starts with strong customer service, excellent product quality, and a clear understanding of what its customers need or want. If you’re struggling to provide excellent customer service, for example, you’re not going to be able to make up for that with flashy marketing campaigns. You’re going to drive customers away. A customer experience depends on the basics: a positive attitude, clear communication, and a willingness to go the extra mile. While these are essential for any business or workplace, they are especially important for brands working in the service industry. When customers are spending money on a product or service, they expect to be treated with care and consideration. That means hiring individuals who truly care about the brand they represent and treating customers with respect, dignity, and courtesy. It may seem like a small thing, but a smile and a “thank you” go a long way towards improving the customer experience. Train your employees Having great employees is one of the best ways to ensure that your customers have a positive experience with your business. When you train your staff members (including your front desk attendants, customer service staff, and managers) on the best practices for customer service, they’re more likely to be able to help your customers and make them happy.

There are many benefits to training staff to deliver great customer experiences, including:

1. Improved customer satisfaction : When staff are properly trained in customer service, they are better able to handle customer inquiries and complaints. This leads to improved customer satisfaction levels, as customers feel they are being heard and their concerns are being addressed. 2. Increased sales: Happy customers are more likely to make purchases, so training staff in customer service can lead to increased sales for a business. 3. Improved reputation: Good customer service can help to improve a business's reputation, as satisfied customers are likely to tell others about their positive experiences. This can lead to more people patronising the business, which can in turn lead to increased sales and profits. 4. Reduced employee turnover: Employees who feel valued and appreciated are more likely to stick around, so training staff in customer service can help to reduce employee turnover. This can save business money in the long run, as it costs less to train new employees than to constantly be hiring and training new ones. Overall, training staff in customer service can have numerous benefits for a business, both in the short and long term. You can also use customer service training to make sure your employees know how to deal with hard or challenging situations. For example, you can train your employees on how to deal with unhappy customers, how to handle difficult conversations, and how to solve problems for customers – including when to refer customers to someone else in the company for resolution. Measure everything You’ll never know for certain how your business is doing unless you measure it. That goes for customer experience metrics as well as overall business metrics. You may want to measure customer satisfaction, for example, or the percentage of customers who are satisfied with your product or service offerings. You may also want to track metrics like customer retention rates, customer acquisition costs, or customer lifetime value. There are several marketing tools you can use to track, measure and improve your understanding of business data. When choosing your key performance indicators, make sure they align with your company’s goals. If you’re targeting growth, for example, make sure your KPIs reflect that goal. You can also collect data on the types of customers you want to attract. For example, if you’re targeting enterprise customers, you may want to track the number of enterprise customers who sign up for your product or service. Set up smart automation