Senior Director - Technology, Global Capabilities and Technology Solutions
As organizations have adopted agile business models during the pandemic, customer experience (CX) leaders have invested in solutions to deliver a superior CX across channels. These experience platforms need to understand the end-to-end customer journey and predict the next-best experiences, conversations, and actions.
It’s no secret that a positive CX is crucial to the success of any business. An organization with happy customers has less churn and higher revenue than those with unhappy customers. Moreover, a satisfied customer becomes an advocate or a brand ambassador, and they promote the business through word-of-mouth marketing. They advocate and promote a business’s product or service with good ratings and reviews. How businesses think about CX profoundly impacts how the customers look at these businesses. Therefore, companies must improve their CX without fail if their current CX isn’t up to the mark.
The main touchpoints to consider when creating CX are people and products. Customers have plenty of available and immediate options for products and services. A wealth of information is available to customers looking to make independent purchases. Creating a niche in the fierce competition emphasizes businesses that offer a good CX. According to various business models, it is more costly to acquire a new customer than to retain an existing one. Additionally, existing customers provide more opportunities for upselling and cross-selling. In order to ensure customer loyalty, businesses must prioritize offering meaningful customer experiences.
This article will explore the potential for businesses to measure their CX and determine what is and isn’t going well for them.
Organizations use various methods when measuring CX. Let’s look at the following general techniques that most organizations follow.
Analyzing customer feedback, NPS, reasons for customer churn, and support ticket trends can only create an action plan to improve CX. Marketing tools offer several ways to address problems. A customer-journey map may be essential in understanding customer touchpoints and possible areas of improvement. When businesses make these changes, they can make each touchpoint an impactful experience for the customer. Let’s explore some options.
Organizations need to move from a product-centric mindset to a customer-centric mindset. A customer-centric mindset is key to favorable customer relations. The business’s shift in focus from a product to a customer is an ongoing process that requires investment in people, process, and technology.
A robust CX strategy helps businesses address customers’ needs. Moreover, a CX map can evaluate complex customer interactions. Experience maps highlight possible pain points, offering opportunities for companies to ensure the best possible CX when marketing their products and services.
The companies that exceed customer expectations and meet customer preferences as they deliver impactful experiences will be the ones that excel. The results will positively impact the NPS and ultimately increase an organization’s revenue.
At Virtusa, we take an engineering-led approach to improving the customer experience. By leveraging an organization’s existing investments and making the best use of available solutions, we deliver personalized and compelling experiences across channels. Our expertise allows businesses to improve CX and revenue.
Senior Director - Content & Customer Experience
Ramakrishna brings over 18+ years of rich experience in the IT industry spanning content management, digital marketing, business development, competency development, and consulting experience.
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