Every company depends on its customers to keep the business running. That's why providing a great customer experience is so critical! Yet not everyone keeps customers at the center of all they do.
Feeling like you're in that boat? Or maybe you just want to spruce up the experience for your customers and make an even bigger impact. Either way, there is a lot to learn from these four Forbes articles I've published about customer experience. Take a look and let me know what you think!
1. The Three Worst Customer Experience Mistakes You Can Make, And How To Avoid Them
Perhaps your company started doing things one way and never adjusted to your customers' needs. Maybe it is a simple matter of oversight. Either way, don't be complacent! Put your clients first by fixing these customer experience errors before your customers abandon ship.
I especially like the advice about making sure to be where your customers are. In this day and age, a multichannel approach to customer experience is a must! You at least need to cover the basic channels of social media, email, chat, and phone.
Ready for even more great advice? Take a look at the complete article: The Three Worst Customer Experience Mistakes You Can Make, And How To Avoid Them.
2. Believing These Five Customer Experience Myths Could Stunt Your Company's Growth
Online businesses often find it challenging to stand out in the crowd. One great way to gain a competitive edge is to improve customer experience. At the same time, sometimes businesses can be their own worst enemies by believing in the customer experience myths noted in this article. Is your business falling into these traps? If so, maybe it's time to take a step back and rethink what you're doing.
My favorite point in this article is when the discussion is based around the fact that getting people off of the phone faster isn't always the best route to a good customer experience. Better to focus on solving people's problems!
Looking to find out more? Read the full article: Believing These Five Customer Experience Myths Could Stunt Your Company's Growth.
3. We Need To Change How We Approach Customer Experience
The way we interact on the internet is strange when you think about it. Each person is alone, sailing through vast oceans of information, trying to find answers to their questions. Customer experience mapping is often based around at the explorer who likes to dig around and relies on self-service.
If you're skilled at navigating these seas, you can find answers to some of your questions. Often, however, there comes a point where you need assistance.
With the addition of AI and bots, today's companies are trying to push that point of personalized assistance further out. It's good that people no longer need to search to uncover answers to straightforward questions like company hours or where to find an item. It's less good, however, if companies think AI can remove humans from the conversation completely.
Want to know why that's true? Learn more here: We Need To Change How We Approach Customer Experience.
4. How To Burst The Online Customer Frustration Bubble
I've experienced online customer frustration more than once. Whatever the source of the problem, I've come away with the conclusion that every business should invest in a few methods to de-escalate such situations.
Many organizations implement automated customer assistance tools to help out. Self-service is great to a certain extent. I like having the option to do my own research and figure out what I can before calling in. That said, I need to place extra emphasis on the word "option," because that implies that there are other choices too. When self-service is the only way to go, it leads to extreme online customer frustration.
Ready to check out the whole story? Read the rest of the article here: How To Burst The Online Customer Frustration Bubble.
About Holly Chessman
Named one of New England’s Top 40 Influencers in Content and Digital Marketing, I fully understand the power of online engagement. As an active advocate of women in business, I am passionate about helping women develop online and offline skills to develop and grow their careers. I have been a leader in B2B tech for close to 20 years and am currently the Principal at Holly Chessman Marketing, growing businesses revenue through content and digital marketing initiatives. A public speaker, I have been quoted in a variety of major publications and am a regular contributor to Forbes, Maximize Social Business, Business2Community, and VentureFizz. My book, AMPLIFY: How To Grow Your Reputation And The Kickass Career You Love, is an Amazon Best Seller. I'm also not afraid to embrace my nerdy side (as evidenced by my love of Neil Gaiman and my “talking” TARDIS).
Want to work with me? Contact me today: firstname.lastname@example.org.