Creating Customer Experience: A New Wave of Change

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Creating Customer Experience A New Wave of
Change
Do you want to grow your Business? Of course, you
do. The actual question that keeps going in your
mind back and forth like a pendulum is how you
do that? While there is a plethora of tactics,
ideas, strategies in your head, sometimes it
becomes hard to decide the starting point? What
do you focus on?
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Especially in the ever-growing IT industry where
new businesses and entrepreneurs are booming
every day, your business should leave a powerful
impact on customers to become successful. When
you own a business you might be working with
multiple companies that handle your business
operations from development to marketing. As
they have their own specialties. But there will
be instances where your web partners will have
to collaborate on multiple projects and keeping
them aligned can be a bit trickier for you.
Sometimes their methodologies might not match
with each other creating conflict which can
delay your projects. Your development team might
not agree with the suggestions that your
marketing company feels are best suitable. So,
what you can do? The best solution to avoid
such cringe-worthy and unproductive situations
are to find a solid web partner who works on all
the aspects simultaneously. The industry experts
call this methodology CX. A firm that will that
does it all! Might seem like an unrealistic
suggestion but we know what we are talking
about. Read ahead and by the end of this blog,
you will be agreeing with us on all fronts.
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What is CX? CX aka Customer Experience is how a
customer interacts with the company throughout
the customer lifecycle. Customer experience
focuses on how a particular customer feels during
the interaction with the brand. And dont
confuse customer experience with the interaction
customers have with the customer service
team. Customer service is definitely an integral
part of customer experience but thats not the
only thing. When we say customers interaction
with the brand that means we are talking about
all the touch points. How your customer
navigates on your website, how he makes a
purchase, how your product team onboard them,
how you educate them throughout the sales
lifecycle, and lastly if anything goes wrong,
how your customer service team interacts with
them. All these interactions put together makes
up for the customer experience. To create a
proper customer experience for your customers,
you will have to think a step ahead. As
rightfully said by Steve Jobs You can't just ask
customers what they want and then try to give
that to them. By the time you get it built,
they'll want something new.
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You have to get in the brains of your customers
and figure out what it is they need or what they
are doing which can be done in a more efficient
way. And thats how you create a delightful
customer experience. Customers have a fickle
nature. They would easily switch to another
brand if they do not feel delighted. It will
cost you an arm and a leg and ultimately impacts
negatively on your brand. Therefore, enterprises
are considering working with companies who can
create a customer experience that will increase
the customers brand loyalty resulting in
increased sales and brand value. As per the
studies from salesforce, 75 of customers expect
a consistent experience whenever they engage
with your
companies competitive
business. Another study states that, 81 of
recognize customer experience as a
differeantiator.
Basically, what we are saying is that find a
company which can develop your website or app in
accordance with the expert marketing inputs
helping you create an experience. An experience
worth coming back to!
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Understanding CX at a deeper level When you
strive for the success of your services or any
product, in particular, all the elements should
be in alignment and synchronized. And CX is an
umbrella which involves all the essentials
mandatory to make any venture a success. Lets
understand how at a deeper level. CX forms a
whole journey of customers and is composed of
various touchpoints for the entire process.
Starting from the Development, User
experience(UX), Branding, Marketing, Project
proposals, Invoices, Social Media and so on.
Reasonably one can say that it focuses on all the
elements for a particular span of
time. According to the data, CX improves
profitability. In fact, the revenue of
businesses with great CX is 5.1 times more than a
normal business. A business with great CX
impacts positively on higher retention rate, new
customers, cross-sell, upsell, employee
acquisition costs etc. Another study state that
customers are 4.5 times more inclined to pay
premium pricing if their overall experience is
excellent. So, what we are trying to say here is
that the more effort you put into your
customers, the more they will give back to your
brand.
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• CX Creating an Impactful Customer Journey
• Its up to you how you want to navigate your
  customers into your sales funnel. But make sure
  you form it in a circular loop where your
  customer is coming back to your brand for a
  particular product/service. You can decide on an
  ideal customer journey from the beginning. It
  would look something like this
• Exposure to offerings
• Click Action
• Purchase Requirements
• The Purchase
• Support
• Exposure to offerings
• Here, the most important last step is depended on
  the first one. It includes the impression of a
  brand which creates an image to make them visit
  your website again. This can be possible only
  when all the interactions with your brand
  creates a positive experience for your customers.

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How to Get There? It all starts with a clear
vision. Have a clear idea about how you want to
elevate your CX to a certain level. Your
development firm can help you to assess what
your current CX is like and which areas need
improvement. Immediately. One of the major
rewards of working with a firm that can create
Customer Experience is that you can align your
marketing and development efforts. Because even
if you have a website which provides a complete
superior experience, but is falling short from
the marketing efforts you wont be able to
identify the root cause and you might experience
downfalls in your business. As digital marketing
services are a prime part of any successful
business, you need to make sure that you present
a well-dressed picture of your business on all
fronts .i.e website, social media, emails,
customer service, etc. For more information on
this topic, you can get in touch with us or
simply drop a comment to this post. Lets create
a foundation for your business that allows your
customers to experience the spectacular digital
experience, which eventually grows your
business. This Linkedin Article is Originally
Posted here https//www.linkedin.com/pulse/creat
ing-customer-experi ence-new-wave-change-maulik-s
hah/