This Round Up is all about how to create superior customer experiences for your business.
Your customer is at the heart of everything you do. That's why it's so important for companies not to lose sight of the importance of customer service. Both your profits and your reputation depend on it. Let's dive in to why it’s crucial to keep customer service front and center, and some key strategies for delivering outstanding customer experiences.
A key factor in designing exceptional customer service is collecting and applying customer feedback. Collecting feedback lets you understand customer expectations and identify areas in your business that need refinement. It allows businesses to gain insights directly from their customer base, and helps to tailor products, services, and experiences that align with customer needs and preferences. One of the most effective ways to gather this invaluable feedback is through customer surveys. These annual or quarterly surveys can offer honest perspectives about service performance, uncovering potential pain points and service gaps. Another innovative approach is the formation of a customer council, a forum where a group of customers can provide realtime feedback and insights on various aspects of your business. These mechanisms act as a mirror, reflecting the true image of the company from the customer’s viewpoint, allowing businesses to make informed improvements to enhance customer experiences.
Read more --> Why conduct a customer survey?
Read more --> How to set up a customer council.
A well-staffed customer success team is the heartbeat of exceptional customer service. It goes beyond merely addressing customer issues; it’s about forging enduring relationships with customers. A great customer success team is characterized by clear and concise communication, in-depth knowledge of the company’s products and services, and the empowerment to make decisions that can rectify customer issues promptly. Having such a team means customers feel valued, heard, and understood. It ensures that any concerns are addressed with immediacy and expertise, fostering a sense of trust and reliability between the customer and the company. This team acts as the customer’s advocate within the company, ensuring that the products and services are continually evolving to meet their changing needs and preferences.
Customer Relationship Management (CRM) systems are indispensable tools in crafting a superior customer experience. These platforms not only streamline internal processes but also house all your customer data and communication history, allowing businesses to create personalized experiences. By analyzing this consolidated data, you can find patterns, preferences, and pain points, subsequently refining your offerings and processes to better align with customer expectations. CRMs also enable the collection of real-time feedback through various touchpoints, providing a holistic view of the customer journey. This ensures every customer interaction is informed by the history of their engagement with your company, enabling more targeted and meaningful conversations that can elevate the overall customer experience.
Read more --> Benefits of a CRM and why you need one
In an era dominated by diverse communication channels, leveraging multi-channel customer communication is non-negotiable. Whether it’s through emails, SMS, live chat or social media, engaging customers on their preferred platforms is crucial. It ensures accessibility and convenience, fostering a sense of connection and responsiveness. For instance, SMS has an astounding 98% open rate, serving as a direct and immediate line of communication, perfect for appointment reminders, confirmations, and follow-ups. By adopting a multi-channel approach, businesses can ensure their communication strategies are inclusive, expansive, and aligned with customer preferences, creating a seamless and integrated customer experience.
If you need help in creating exceptional customer experiences or mapping your current customer journeys to find improvements, give us a call.
Laurel Hill 2023 Trends in Corporate Governance Report
We worked with Laurel Hill to help create their annual Trends in Corporate Governance Report. The Laurel Hill Advisory Group is North America’s leading independent Corporate Communications firm, with programs to assist public and private companies, SPACs and Bank & Thrifts as they navigate through the ever-changing landscape of shareholder proposals, activism, and regulations. We really enjoyed the opportunity to build out a freshened-up look for this annual piece, such as pulling in textural elements to add warmth throughout, and exploring the use of gradients of their brand colours. A big part of this project is building out the many graphs and charts referenced throughout and mapping out their placements for clarity in the context of the report. Check out the full report here.
Have you been thinking about how to use AI for your business - but don't know where to start? Then join our webinar on Nov 22nd! Discover how artificial intelligence can streamline your marketing, sales, and operations. We'll share helpful and practical tips on how we use AI at Roadmap, and how you can start applying it in your business right away. Things like ways you can enhance your sales processes, taking meeting notes, or writing website copy.
Why should you embrace AI?