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10 Ways to Improve Customer Experience!

By Fahad Khan
Companies must implement advanced techniques to achieve satisfaction in the increasingly competitive market.

The success of businesses is based on their consumers. This involves the rate of increase in customers and the retention value the business has. An intangible factor that the customer selects and buys from a company is the customer experience (CX).

An exceptional customer experience is as beneficial for the company as it is for the customers. It is an element of a business that raises it to the status of a market leader among its peers. Companies must implement advance techniques to improve audience satisfaction in today's competitive marketplace. A sale is not just a transactional relationship, It is a journey !

Growth Jockey brings you ten tips from professionals on how your business can improve customer experience, which will create a high return rate and a lasting brand.

Bring the experience to them

One of the primary tips for an effective user journey is to bring the experience to the user instead of waiting for them to discover the company. There are a couple of methods to do the same.

When other companies keep fighting for the customer's attention, you can use personalisation as a stand-out feature. Customisation is one of the primary methods of bringing the sales experience to a user's doorstep. 90% of marketers agree that personalisation has led to an increase in profitability.

The second method for an optimum user experience is to create self-service options in your communication channels. Customers like to feel proactive during a sales process. Today, over 70% of customers expect e-commerce websites to include self-service options like support content, walkthrough videos and case studies.

Clean branding and a clear message

When a company is launched, the primary step alongside creating a product or service is building a brand. This includes the company's mission statement, vision, value proposition and language. Optimum user experience can be achieved when the brand retains this branding and message over a long period, building trust and respect.

All the content that goes out of your company is branded information. Your communications must contain a simplistic message that outlines your products & services and states your brand's values. Clean and elegant touch will lead to prolonged repeat customers.

It would help if you looked at your brand as an outsider. Short persuasive content, direct information that depicts how you are solving a common problem, and positivity are all that you should focus on.

Build loyalty programs

To increase a repeat customer base, introducing a loyalty program is one of the most excellent tips from professionals. You will appreciate and reward the customers that return to your products & services, and the customers will benefit from the shopping discounts.

Here are some inputs on how to improve user journey through loyalty programs. Your package can include free shipping, exclusive brand-based discounts, birthday discounts or gifts, and redeemable loyalty points, among other offers.

Research has found that a 5% increase in customer retention can boost profits by 25% . You can use social media platforms and other latest communication channels, such as influencer marketing, for faster loyalty creation.

Leverage AI as your superpower

Artificial Intelligence technique is the new advanced for improving user experience through digital platforms. Companies that use mediums like e-commerce websites can deploy AI-powered chat boxes to enhance their customer service experience.

Chat boxes can free up to 30% in customer sales support costs by freeing up personnel. AI technology is also highly scalable and can be used as data collection points for future use. Users will not be required to wait in a queue and can expect prompt answers to their queries through AI, available 24x7.

Companies can appoint external technical support to help them transition from a human communication module to a chat-based module. Marketing agencies like Growth Jockey can help businesses meet technological needs through customisable programs.

A Customer-centric company culture

Building a customer-centric company culture involves placing the customer at the centre of all processes undertaken by the company. A focus on the modern customer journey drives repeat customers and increases loyalty.

According to research by Deloitte and Touche, customer-centric companies are 60% more profitable than those that are sales or product-focused. You can utilise customer feedback to drive the company's design process and empower the front line.

Customer data collection helps businesses understand human behaviour and interests. This will then help create products, services and experiences that are user-friendly.

A group of wooden arrows and a snowman on a black background.

Synchronise Customer Experience across all channels

Companies and businesses should adapt to newer trends apart from technology to keep pace with the constantly improving customer base and general market space. With several modes of communication with customers, companies must ensure that CX is maintained equally throughout.

For example, customers should engage in the same format with print ads, e-commerce websites, social media posts, and company emails. It will help if the company uses a centralised database with information about all customer interactions. The entire firm can access this for a synchronised order of working with customers.

Additional similarities, like branding and content consistency, will also be necessary. Companies can also utilise AI to implement this connection between the channels.

Integrate the Front-Line with the Back-Line

Companies tend to lose track of the customer journey and focus on smaller steps instead of a whole process. This means that different teams of the company focus on improving CX through their work rather than keeping track of the techniques that come before or after them.

Growth Jockey believes that this method of working drains not only company revenue but also requires more workforce. Changes in each department should be discussed with the others. Tying the front-end, customer-facing team to the back-end developers is necessary.

The company can start by pooling all resources and talent in a large group. Everyone contributes to the design and implementation process. The management takes the last decisions and allocates funding.

Innovate Human Experiences

Incremental improvement is a trap. According to BCG, this process brings only about 5% to 7% growth yearly. This form of improvement is solving pain points as they occur, eliminating inefficiencies as they occur and gradually developing the customer journey.

Companies should focus on creating a human-centric design to create a drastic improvement. This involves creating a team of designers and training them in the human-centric design process. This advance technique includes identifying a final state of completion, such as an experience, and building backwards towards the design.

The final product or service will be close to the customer's expectations and exceed customer feedback. This will significantly improve the customer experience and the company's and its employees' efficiency.

Measure beyond survey results

Companies usually look at customer surveys after the experience has lapsed. A more visionary approach to gauge customer experience would be looking at real-time interactions. This will allow the company to identify business impacts and the causes of CX issues.

Building this system of study needs an understanding of the customer journey. Each journey has three aspects commercially – cycle time, error rate, and funnel leakage. All these directly impact the business and its metrics. For example, cycle time links to cost and control outcomes, while funnel leakage links to conversion rates and attrition.

Studying the experience as it happens allows companies to course-correct in real time. This also generates on-the-spot insights.

Customer Journey Mapping

To understand how to improve user journey, you must map the path taken by the customer through your business communication channels. One example of this channel can be e-commerce websites. You can do this through a customer journey map.

This map represents the customer journey visually. It will include various touchpoints where customers meet the company, like online advertising and customer support. It will chart the process of the customer from the time they came to know about the company until they participated in a sale or other form of exchange.

To optimise user experience, you can focus on the gaps in the mapped journey and create strategies to fill them. These maps will also help you gauge future customer behaviour, where you can reorient your strategies by cross-referencing core metrics.

To end with

As the adage goes, 'Customer is King.' The modern customer journey style depends on how the company has created it. Tips for effective user journey can be few and far between. It all comes down to the company's effort to improve its user's experiences. Effective implementation brings the company more revenue, top-line performance and long-term benefits.

At Growth Jockey, we are committed to providing exceptional customer experiences across a wide range of industries. Regardless of the size of your business, you can leverage the benefits of technology to enhance your customer experience.

Let us help you unlock the potential of your brand by creating personalized solutions that address your unique challenges and delight your customers. Contact us today to learn how we can transform your customer experience and drive growth for your business.

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3rd Floor, GJPL, Time Square Building, Sushant Lok, Gurugram, 120009
Ward No. 06, Prevejabad, Sonpur Nitar Chand Wari, Sonpur, Saran, Bihar, 841101
Shreeji Tower, 3rd Floor, Guwahati, Assam, 781005
25/23, Karpaga Vinayagar Kovil St, Kandhanchanvadi Perungudi, Kancheepuram, Chennai, Tamil Nadu, 600096
19 Graham Street, Irvine, CA - 92617, US