Top 6 Customer Experience Strategy Best Practices Tips for 2020
Are you looking to take your business to the next level in 2020? One key strategy you should consider implementing is a customer experience (CX) strategy. A CX strategy is the process of defining, planning, and documenting an organization-wide approach to improve customer experience, ultimately helping you meet your business goals. In this blog post, we will discuss why a CX strategy is crucial for accelerating the achievement of your business goals, along with the top 6 customer experience strategy best practices tips to prepare you for the upcoming year.
Why Is A CX Strategy Important?
A customer’s experience with your brand is ongoing and can greatly impact their decision to purchase from you. By proactively defining and executing a CX strategy, you can control how customers perceive your brand and ensure that their experiences are positive and engaging. A good CX strategy involves understanding customer behavior and expectations, and then exceeding those expectations to create loyal customers.
Here are four key reasons why having a clear, organization-wide CX strategy is essential:
1. Stronger and more predictable customer retention/renewal: Businesses that excel in delivering exceptional CX outperform their competition and retain more accounts. Customer satisfaction is a direct result of delivering good experiences, making it crucial for customer retention.
2. Consumers buy experiences, not just products: In today’s competitive market, customers expect more than just a product – they want a memorable experience. By understanding and meeting customer expectations, you can create winning experiences that keep customers coming back for more.
3. Drive customer centricity with better products and services: Focusing on CX can lead to improvements in your products, processes, and customer-facing teams. By becoming more customer-centric, you can sell more efficiently, build better relationships, and ultimately drive business growth.
4. Better customer crisis management: In times of crisis, a strong CX strategy can help you navigate challenges more effectively. By knowing your customers well and consistently delivering positive experiences, you can better manage any crises that may arise.
Top 6 Customer Experience Strategy Best Practices Tips for 2020
1. Measure, prioritize, scale: Utilize tools and methods to measure the impact of your CX strategy and identify which strategies are most effective. Prioritize initiatives based on data-driven insights and scale up high-impact strategies efficiently.
2. Build a customer-centric culture: Create a culture within your organization that prioritizes delivering exceptional customer experiences. Every team member, from marketing to sales to customer service, plays a role in shaping the overall CX.
3. Refocus on UX to deliver a ‘human’ experience: Pay attention to user experience and design intuitive interfaces that cater to customer instincts. Simplify self-service options and leverage AI and ML tools to enhance the overall user experience.
4. Find every possible source of CX intelligence: Tap into various sources of customer feedback, including customer-facing employees and social media conversations, to track satisfaction levels and eliminate friction from the CX.
5. Get 5G experience ready: Prepare your CX strategy to leverage the advancements in mobile technology, such as 5G, AR, and VR. Stay ahead of the curve and ensure your teams are ready to deliver cutting-edge experiences to customers.
6. Deliver smarter CX surveys: Design surveys that are neutral, concise, and unbiased to gather valuable feedback from customers. Invest in tools or experts to create effective questionnaires that provide actionable insights for improving the overall CX.
By implementing these best practices tips, you can enhance your CX strategy and drive business success in 2020. Stay ahead of the competition by prioritizing customer experience and delivering exceptional interactions at every touchpoint.
