It’s never been more important to map out an action plan for 2022 CX goals. If you can understand your customers and improve on the overall experience you deliver, you are on your way to bridging the gap between customer experience and brand promise. And while the principles have continued to evolve, and the pandemic has served to redefine what the customer journey looks like, some things have not changed when it comes to customer experience.
Make it personal: if you’re looking for ways to make your brand stand out (and let’s get real – the marketplace is more crowded than ever, and consumers are equally as discerning), personalization is the key to winning the race. Research shows that the power of giving customers a unique experience – that is, providing a clear, distinct offer and making them feel like a VIP – will put your company ahead of the competition.
In fact, brands like Tesco and Spotify have mastered this approach, and personalized products, services, deals and playlists to cement customer loyalty. Proving to your audience that your business can be trusted with their personal information is a powerful tool, and will encourage them to continue to share data. This is the core information that can drive your business decisions and develop PERSONALIZED market strategies.
Loyalty is king: In much the same way that personalization is an undeniably compelling strategy, customer loyalty is a major determinant of commercial success. The consumer of 2022 is increasingly aware of rising costs and the importance of getting the most bang for their buck – and outstanding service will keep them coming back to the same brands. Your customer experience teams need to be able to identify your weak spots so that you can invest in strategies to turn that one-time buyer into a life-long customer.
Your employee can be your strongest asset: Yes, your CX blueprint is only as strong as its execution. Your employees – whether they be in-house, or outsourced, need to be the face, voice and tone of your brand. With the huge turnover in staff over the past two years, you need to be sure that these front-line representatives deliver an exceptional customer experience, twenty-four-seven.
Link your digital and in-store processes: We are living in the new normal. Digital is here to stay, and businesses that can adapt to a hybrid e-commerce / bricks and mortar model will rise to the top. Customers know what they want from their favorite brands – whether they drive to the mall or open up their laptop – and your business needs to exceed those expectations.
Prove how CX affects ROI: Evaluating your data can be one of the smartest things you can do. Brand and consumer profiling can be challenging, but if you can produce metrics that focus on customer needs and drive sales you will be able to prove the equation CX = success.
With a deep pool of premium customer experience specialists, Anexa is a leading company in the customer service outsourcing field. We support businesses across all industries in the critical analysis of their customer base, allowing for highly personalized interactions through every step of the customer journey. Our agents embody true commitment to the customer experience and your company’s ability to provide white-glove service. We also work within the premise that customer service is no longer a reactive business practice that simply puts out fires, but a dynamic and proactive customer outreach. With detailed analytics and insights that generate well-informed customer profiles, our teams prevent issues, solve problems before the customer raises them, and personalize responses when customers reach out. As an extra step, Anexa agents can be issued the autonomy to make decisions based on an individual customer’s profile, needs and circumstance, thereby taking ownership of the interaction. In the customer experience support role, Anexa teams are able to integrate seamlessly with all of your company’s departments to ensure that the right hand knows what the left hand is doing, and that insights and data are shared.
Give us a call today to inquire how we can support your customer experience initiatives and sharpen your edge in the marketplace. Reach out to Anexa today.