You’ve probably come across the saying “the customer is always right.” Does it hold any water in an ideal business environment? The answer to this question highly depends on your point of view. Remember, those who support this saying tend to prioritize the customers to the extent of forgetting about their employees. Therefore, a better and more reasonable statement goes along the lines of “the customer is right but not always!”
However, regardless of your point of view, your customers’ experience should always be top of your priority list. That’s not to say that you should ignore the needs of your workers—far from it. As a matter of fact, the happier your employees, the better service they provide to your consumers. So what are some ways to enhance your customer experience strategy? Keep reading to learn more.
- Improve employee experience
As mentioned, many business leaders tend to put the customers’ needs ahead of their team, and that’s where things may start going south. While the customers are the main stakeholders, employees also play a crucial role in ensuring success. Therefore, as a business leader, you should never downplay your team’s needs in any way.
That said, your journey toward a successful customer experience strategy should start with the employees. Are your subordinates working in a favorable environment? Do they feel overwhelmed by the number of tasks? What about the pay? Is it proportional to the work they do every day? The answers to these questions should give you an idea of what to change or improve within your company.
Start by defining what you believe should be the employees’ experience within your company. Use this as your basis for improving communication and collaboration between employees and their managers. This will create a culture where everyone within the company feels appreciated and is always ready to speak out their mind whenever they don’t feel comfortable. As a ripple effect, the interaction between the employees and customers will improve, which is important for the growth of your business.
- Empower your employees
Another technique of indirectly improving customer experience is by empowering your employees. What does this exactly mean? Take a scenario where a customer calls for help from the customer service, but the agent has to contact their manager before making any decision. This process can bore the customer, and you could quickly lose many potential clients.
To avoid this situation, many companies today give their employees the freedom of making some decisions and answering a few company-related questions without necessarily going against protocol. This allows them to feel like they own their work and gives them the perception that whatever they’re achieving is a source of their actions.
But that’s not the only way of empowering your team. You can also achieve the same fate by allowing your employees to do their best without compromising their personalities. For instance, extroverts thrive in a social environment while their introvert counterparts are at their best when working in a quiet room.
Many companies, however, cater to the needs of one type of employee at the expense of the other, which is contrary to how an empowering workspace should feel. Therefore, it’s upon you to ensure that both introverted and extroverted team members collaborate effectively in your company. Doing so will give your workers all the tools and space they require to offer their best services to the customers.
- Consider the customers’ feedback
The discussion in this article so far has been all about your employees, and rightly so. But even after enhancing the quality of services provided by your workers, you’ll still need to consider what the consumers are saying. After all, this whole project is aimed at improving the experience of all your customers. So how should you go about it?
There are many ways of collecting feedback from clients, depending on the structure of your business. It’s pretty easy to collect these views if you’re like most modern companies with online platforms, whether social media or official websites. For one, you can create a questionnaire and send it to your loyal customers. Adding a feedback section on your website or going through comments on your social media pages will also give you an insight into what the customers really need.
Once you’ve gathered this information, the next step will be to assess the current condition of your business and see what needs to be done. Make the necessary changes and improvements either to personnel or your system of operation. But while listening to your customers is key to improving their experience, always be sure to consult around and see if those demands make sense for your business before fulfilling them.
- Leverage modern technology
Artificial intelligence (AI) and machine learning (ML) have become quite popular in the 21st century. You can actually use these features of modern technology to improve the customers’ experience and enhance your business growth.
For instance, chatbots can help customers and browse through the company’s products and services without necessarily going through the hassle of talking to a live agent. For instance, there are companies that allow their customers to make orders through Facebook Messenger or WhatsApp chatbots. This makes life easier for the customer and encourages them to come back to engage in more business with your firm.
Excellent service delivery is one of the best ways to enhance customer experience, and you can only achieve this when you address and satisfy your employees’ needs. As a business leader, it’s your duty to create a favorable working environment and introduce policies that allow your employees to show their best qualities.
However, that’s not to say you should ignore everything from your customers’ end. Once you’ve catered to the needs of your employees, you can go ahead and gather feedback from customers. This will give you an idea of what to change and where to make improvements. While at it, consider using modern technology when making adjustments to enhance your operations.