Learn About 5 Factors That Are Making Your Customer’s Experience Worse
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We are aware that the quality of the customer’s experience is very essential, and as a result, companies are spending a lot of money to enhance it. Despite this, the customer experience industry, particularly the digital experience industry, is still in its infancy. As a result, it is not uncommon for businesses to acquire new knowledge as they progress. However, this does not necessarily lead to the most successful outcomes.
A recent survey conducted by Gartner revealed that a significant number of consumers are unable to recognize significant differences in the digital experiences provided by a variety of businesses.
However, this does not imply that providing a positive experience for customers is unimportant. According to the findings of research conducted by Forrester, companies that provide an exceptional customer experience generate 5.7 times more income than their counterparts that fall short in this area.
Nevertheless, this demonstrates that businesses are still struggling to use the customer experience as a genuine differentiation in their offerings. There is still something that needs to be added to many different companies for their investments in customer experience to truly provide the desired results.
In our more than 15 years of experience working with organizations to help them distinguish themselves via the quality of their customer experiences, we have identified a few of the most common errors that we find businesses making.
1. You Are Providing a Wide Variety of Channels
Therefore, this is not always a negative thing; yet, let’s look at an analogy. You have no idea where you are and are seeking instructions. You approach someone and inquire about the location of the address you need. They provide you with five distinct ways to reach your destination. Is that of any assistance? Well, maybe. But wouldn’t it be of the utmost assistance if they merely told you the quickest and most convenient way to get there?
When we provide clients with an abundance of options without putting more of an emphasis on the channel that is most likely to provide the desired results, this is precisely what occurs. When it comes to creating a distinct experience via channel strategy, Opti-channel is the best approach to go about doing so. Discover more about it by reading on.
2. You are dictating the flow of their conversation in advance
The flow of a natural conversation may take many unexpected turns and twists. When we simply provide a certain number of alternatives to our clients, the process might seem unnecessarily robotic if it’s automated. What happens if their question can’t be answered by any of the options? What happens if they call about many things at the same time? What if they classify their problem as invoicing, yet your firm considers it to be a return?
The main idea here is that many businesses, in their efforts to simplify and standardize the trip that a consumer takes through their company, have made it more complicated. To separate yourself from others, you should concentrate on making the flow of the discussion seem natural and effortless.
3. You Have Way Too Much Technology Involved Here
Technology makes things simpler and more convenient. On the other hand, the experience may become less satisfying if there are an excessive number of separate systems in place.
Think about having fewer systems that can simplify and make the trip more unified rather than having many tech systems to support the customer journey instead of thinking about having many tech systems to support the customer journey. A consumer should not even have the impression that they are going on a trip, but rather that they are having a straightforward dialogue at the very conclusion.
4. They are Receiving Offers from You
Are you familiar with the kiosks in the shopping center that provide free samples of products as you pass by? Even if they are providing you with something at no cost, very few people take them up on their offer. Why shouldn’t they? It is since, like many other offers that are thrown our way in this digital era, there is no real value to the consumer. Specifically, it has to do with the fact that there is no actual value to the client.
We are not suggesting that engaging in cross-selling is a poor business strategy. We are just pointing out that if you are going to spend the valuable time of a consumer to give them anything, then that item had better be pertinent and helpful to them. The important thing is to personalize this. Don’t waste a customer’s time by talking to them about anything that isn’t relevant to them.
5. It Appears That Your Only Concern Is with The Clients
When it comes to customer experience, it’s simple to think that all the focus should be directed at the customer. However, doing so overlooks many critical stakeholders who have a significant impact on the customer experience. To be specific, agents work at contact centers.
Have you ever had a negative encounter with a representative working in customer service? In addition to the negative impression, it gives of the organization, it may also cause clients to take their business elsewhere.
Improving the staff experience, which is sometimes referred to as the agent experience, is one strategy to ultimately improve the quality of service provided to customers.