Primer
The cerebral duel between the effort that goes into acquiring a new customer and retaining an existing customer has brought customer loyalty into prominence. Research has shown that acquiring new customers costs five times more than retaining an existing one, while both bring the same value to the organization. This has led companies to focus on customer satisfaction, which is a sure-shot way to retain customers and give a biblical echo. It is in this context that the role of customer experience management comes to the fore, which is credited with touching off customer loyalty.
To brand loyalty through CX management
Who is your customer?
Can you hit a target without knowing it? No way! I believe that at first you will have to know your upbeat customers inside out before you can enthrall them. You will have to craft a buyer’s persona before focusing on strategies to deliver an enhanced customer experience. Once you have factored in the buyer’s persona, it will be a cakewalk to answer their call and provide them with better CX, leading to customer loyalty.
Customers’ needs are our commandment.
What do you exactly want from us? We can’t be that straightforward while dealing with customers, but at the core, that’s what you should focus on. Whether it’s a low-involvement purchase (a chocolate) or a high-involvement purchase (an insurance policy), understanding customers’ needs will certainly help you push their satisfaction level to the right spot and keep yourself out of trouble.
In-store experience
The importance of customer experience cannot be emphasized further, even in the physical milieu. Even highly driven customers drawn by enticing offers may be struck off by a tawdry in-store experience. What counts as in-store expr? Everything physical and emotional that a customer goes through from the moment they step into your shopping center Measure customer experience, make them feel great, not skittish, and they won’t surely forget it—that’s what you are asking for—being a demulcent for customers.
Data-driven decisions
Finally, something technology-based, something to shore up your gray cells Get yourself an analytics solution to research customers’ purchases and wrench out insights. Choose the cloud if you like a low-entry, low-eexit, pay-as-you-go model and don’t want a snag or to get knee-deep in it. Insightful reports will shed light on how it’s going. And how can the coming days turn out to be? Make informed decisions.
Pamper your customers.
What does customer loyalty mean? Think of a customer as the owner, not as a customer, not even as a guest. And who doesn’t want to be coddled? Spoil them—at every touch point, with whatever you have. Make them miss you when they are not with you; this way, they will like to hang around you. Treat them as children, bear their snarky mood, and they will like your company.
Unified experience
The idea is to present a unified picture of yourself across touchpoints through a consistent customer experience. The customer should not think of you guys as working in silos. Your executives should be able to see all the conversations that you have had with this customer on a single screen. There should be continuity in your interaction. Furthermore, try to make the interactions richer and more fruitful with time. Go for CSAT surveys.
Customer feedback: As previously mentioned, think of the customer as the owner. So how much should their opinion matter? Collect feedback at different points along the customer journey to improve the customer experience. There is customer feedback management software to aid you in giving appropriate weight to customers opinions in your decisions. Analyze the customer experience and let customers’ feedback impact you.
WovVXM: Experience Management Software
This cloud-based CX management solution is the favorite of small, medium, and even enterprise customers to improve brand loyalty. Simplicity is what makes this software sell. Deployed across shopping malls, airports, and other industries, it’s above-average with corpulent benefits.
