Customer Experience (CX) is the over-all experience of pre- and post-sale interactions between a customer and an organization. These interactions can be either direct, for example; when a customer calls an organization’s service department, or indirect, for instance; when a customer reads posts on social media about other people’s communication with a company or the other. Customer experience (CX) happens to be one of the very important factors in knowing how well a business is running. The happier the customers, the better it is for the business.
“There is a spiritual aspect to our lives — when we give, we receive — when a business does something good for somebody, that somebody feels good about them!” – Ben Cohen, Co-Founder Ben & Jerry’s
On the other hand, Business Intelligence or BI is a technology driven process used for analyzing data and presenting information to business managers so that they are able to make better decisions for their enterprises. By taking help of BI tools, entrepreneurs can improve the CX and can progress in their field.
Though entrepreneurs can always evaluate whether understanding customer experience is important for their businesses or not? Stats (Oracle) say that 86 percent of buyers will pay more for a better customer experience. Companies must be sure of the fact that CX is related to their success.
Entrepreneurs can avoid analysis paralysis by using Business Intelligence tools – and below mentioned are the ways which can help in improving customer experience. Keep reading to know how.
1. Listen to you customer
It is important to know and respond to the customers – because every customer’s feedback matters. Target customers and actual customers happen to give feedback in real-time and that response matters the most.
BI tools can help companies know and understand their users’ activities well. So every time a customer posts a comment about your business on Facebook, buys any of the products, reads a blog on your website, clicks on an advertisement or communicates in any other way with your company – BI tools will gather up that information for you efficiently and he information and data can then be used for improving both company’s performance and customer experience.
“Customers long to interact with – even relate to – employees who act like there is still a light on inside.” – Chip Bell, Founder Chip Bell Group
By responding to the feedback and making positive changes in services, companies build a reliable reputation for their customers and in this way, customers can be retained for a longer period of time.
2. Customer satisfaction
Once the companies have received all the data from the BI tools they are using and identified the areas where changes have to be made, half the job is done. The next step is to implement the changes – this action will automatically raise the level of customer satisfaction.
BI tools make organizations intelligent so that they make better decisions. Companies can ensure how to anticipate, efficiently deliver and measure customer satisfaction. Other than that, identifying which processes can influence the CX helps decide things in a better way.
3. Engage employees
Employers hardly talk about their employees and pay more attention to their customers. Every policy is made to make the customers happy. But you need to put your employees first, that’s the key to success. Your employees need to be satisfied so that they work hard for the betterment of your business.
Since your employees are directly interacting with your customers, they must feel engaged with their jobs. Then they will become more interested in continuing the work and making strong relationships with your customers.
4. Identify the latest trends
Another way of improving customer experience is to know and welcome all the latest tech trends. If you want to stay competitive in terms of customer experience and services, it is important to know that you must adopt new tech trends to reap the benefits.
It also makes people stay with their favorite companies for a long time. Business owners can find solutions in this context by using Business Tools – as the data is collected and can be visualized to make decisions for the things that might happen in future. BIME, for instance, allows its users to convert complicated data into visual insights. It is a Cloud-based tool and it turns a company internet connection into a fast data warehouse. The dashboards are easy to understand and use. It is a self-service tool and can be used by anyone.
5. Enable customer portals
Having enabled customer portals can be advantageous for improving customer experience. Through portals, customers could monitor and track the products they have ordered. They can also access locations for billing etc. Portals can be helpful as businesses can track if the service is actually providing any value or not.
6. Live Chat
Yet another way of staying connected with customers for getting feedback is to have a “live chat” option on your mobile app or website. That way, your service department can easily know about the reservations your customers might have regarding your products or services or they can also guide them about sales or other things.
As we have mentioned earlier, customers want to talk to the people they are purchasing things from. Live chats can make customers feel valued and feel like they are interacting with real people and not just a bunch of faceless corporations.
Customers always demand the best products and services. They also expect excellent customer experience from the companies. BI tools improve customer service in numerous ways, allowing businesses to benefit and providing customers the best experiences.
With the help of different software, companies can get their customers on board and continue to provide extraordinary services and experience to them. By seeing companies being proactive and efficient, customers appreciate the companies that put in the effort to get their business and end up preferring them over competitors.
Can you think of other ways for improving the CX? Have you used any BI tools to make better business decisions? Leave a comment and let us know!