converting the customer

byMKearns

7.6K followers

5 years ago

2018 figures based on Oracle Inc.

Based on continuous research and observation and considering I estimate that the customer experience acceptance rate is 50% for 2018. I estimate proportionate rises and declines in all other factors across the board. For 2018.

1. Ensure an effective customer Experience

The first step in your customer experience approach is to have a clear vision that you can spread through your organization. The easiest way to give this definition is through a set of guiding principle statements.

Some companies for example use integral family values which are brought into their approach. Be humble, deliver stellar service and embrace change in the culture.

Once set in place these principles will drive organizational change. Behavior will change from top to bottom with these principles in use. Every team member of your team should be acclimated to this culture from the earliest training received.

2. Know your customers

Next understand the different kinds of customers who interact with your customer support team units. Knowing this ensures that all customer motivational factors are known by your customer support personnel.. If your organization is going to readily comprehend the nature of your customers and their want, then they must empathize these with the hot buttons that drive them.

Identification by name such as Mark and Brenda is part of the transition. Then assign each person an age such as 50 and 33. Put in a few known likes and build a persona for each. Describe traits such as tech ability or marketing expertise. These are measured by following tutorials or understanding instructions.

3. Link emotionally with your customers

Once an emotional connection is made you're on the right road to customer acquisition. Things can be sweetened through adding embellishments such as flowers with a late order . Discounting or eliminating shipping costs is also an effective approach.

Emotions are important. Studies show they shape more than half of an encounter experience. Remembrance of feeling when a product or service is used can be an optimized emotional connection. Studies by the Journal of Consumer Research show that such an approach can push ahead of competition by a factor of 85% more ROI.

Based on a Harvard Business Review assessment, emotionally charged cuatomers can be potent in marketing. They are:

• more likely to do a repeat purchase by a factor of 3
• Also more likely to recommend your business by a factor of 3
• willing to accept a lesser discount range
• Shopping around rate is cut down

4. Get feedback in real time

The first indicator is How can you tell if you are giving a revolutionary customer experience?

Simply you need to ask This can be done by feedback survey form or direct questioning in the store. You can use post interaction measures using email surveys and calls without delay

It’s important to associate customer feedback to a certain customer support agent, This is a way to show the value of each team member.

5. Build a quality support team

By using the aforementioned steps you know what customers perceive the quality of your service compared to the customer experience principles defined. Now we need to identify and illuminate the training needs of each and every member of the supporting cast

Many organizations use phone and e-mail assessment. Now however, a quality assessment can take over. This will involve group learning, coaching and e-learning.

6. ROI The Bottom Line

And ultimately you need the business results that shows the payoff for all the effort involved. Now to know if all this investment in your prowess, technology and team members is working?

Measuring customer experience is a big corporate challenge. Companies use, the “Net Promoter Score” (NPS), which collects critical information by asking one simple question:

“Would you best recommend this company to your friends or relatives?”

I intend to research user involvement and expereince moving forward!

Customer conversion cant be emphasized enough This is a subject I will be looking at!