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Find Smart Ways To Enhance Your Customer Experience By Utilizing Technology

The experience that your customers get while working in your business is one of the decisive factors in determining the success of your business. Ensuring that your customers are having satisfactory and seamless interactions with you from when they first reach you out till completing their transactions and beyond; will actually increase both your likelihood and retention figures. As we live in an age of digitization, technology is playing a key role in making major business decisions. It has become important to make the right use of it. With so many aspects of current-day business, the right technology is an invaluable tool when it comes to improving your company's customer experience.

Top ways to improve customer experience by making use of technology

Here are some of the best ways to utilize technology and improve customer experience: 

1. Keep them in the loop

One of the most effective utilization of technology would be to increase the communication between end-users and business systems. Companies can make effective utilization of technology by bridging the gap by increasing communication through automated messages, thus resulting in an amazing customer experience.

2. Supplement different successful processes

It is easy to complicate things with the help of technology and place your trust in psychographics and artificial intelligence. But when dealing with customers, you should keep in mind that the tools are only forced multipliers for your already successful process. Proper utilization will ensure that you are scaling a positive customer experience.

3. Collaborate and coordinate

One of the simplest things about technology is that it can help collaboration and coordination. From a customer’s point of view, it is extremely frustrating to handle and doesn't coordinate the flow of information between business functions and units using technology in order to put in it the information flow between the various organizational unit can help to present a well-coordinated picture of an entity that will be completely focused on the customer.

4. Gather and analyze the data on the customer behavior

Companies have now realized the cruciality of customer experience when it comes to running a business successfully. There is one technology called the UX which is also known as User Experience, run by artificial intelligence. By integrating this into your solution, you can get your customer's data like what they do and how they do it, and where they are actually stuck in your business website or app. Such data need accurate analysis. This approach is not quite cheap but it is definitely effective. 

5. Customer experiences can be personalized

Personalization is mainly driven by a CRM. One view of the customer data platforms and other end-point technologies will help one to know where someone is and what type of purchase their considering. Also, it will allow one to personalize the marketing experience by offering the perfect giveaway for an individual customer.

6. Automate data analysis and marketing

Data Analytics and marketing automation would provide one with a Next-Gen customer experience. An accurate customer behaviour measure will help improvise the business outcomes and drive great business improvements with emotion, effectiveness, enrichment, retention, and advocacy.

7. Create community or forum

Providing a community or forum for customers in order to engage with each other not only helps in boosting the customer experience but also provides greater visibility into the common customer requirements. This can allow your business to find several interesting ways that your customers have solved problems and now see things that aren't always visible. 

8. Co-create with your customers

Co-creation is one of the most amazing and powerful tools that you can use. While you co-create with your customers, you boost your chance to increase your engagement dramatically. This kind of collaborative development, whether in products or services is an opportunity for the service provider and customer to be on the same page. Through this process your customers will become your local advocates and evangelists.

9. Let your customer help themselves

Self-service customer care is an amazing way to use technology for improving customer experience. For example, you can directly start in numerous ways including engaging customers with SMS, leveraging conversational AI, building portals, collabs hubs where customers can execute their thoughts and get to interact with your business in an independent way as per their own schedule.

10. Offer your customer 24*7 service

Gone are the days when a 9 to 5 workday was a thing. Customers now expect to interact with companies 24 into 7. You can either utilize chatbots or find some other way through AI-based conversation by utilizing a safe messaging system.

Wrapping it up

Customer is a crucial aspect of a business organization. For ensuring success in the long term for any business, it is really important to form a lower customer base that is only possible by delighting the customers with personalized experiences along with the utilization of the top technologies. In the competitive age of business, customers have various alternatives where customer retention is a major challenge. 

Leveraging these technological advancements can help a business to easily satisfy their customer's ways and retain them while improving the business efficiently. Pi Research and Media experts work diligently in offering the best market intelligence services that can help you in framing the best business decision while remaining customer-focused. Connect with us today to know more!

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Why Delivering A Great Customer Experience Is Important?

When people discuss customer experience, they mean the traditional sales and marketing touchpoints that show the customer's journey. In the past few years, customer experience investment yielded good results like increased sales, customer acquisition, customer retention, and loyalty. But currently, with the advent of digitization, the world has changed.

The way customers interact with brands has changed and evolved. Even before the Covid-19 pandemic struck the world, digital media was already ruling our lives and businesses were able to create a great customer experience utilizing digital media. Currently, we are on the brink of a customer experience renaissance. It is not going away but it is actually a value proposition that is stalling because several fundamentals of customer experience are just no longer enough for ensuring growth.

Understanding customer experience

Customer experience can be described as the perception of a customer towards a brand. These perceptions can definitely lead to lifelong loyalty and steadfastness towards the particular brand.

In today's uncertain climate customer service and customer experience are the two very hot topics that every business is focused upon. From 2020, consumers are empowered like never before as the business has been able to deliver a great customer experience by driving revenue and loyalty in the long run. Therefore, downplaying the importance of customer service and experience in this difficult Covid-19 situation is no longer an option for businesses as the voices of the customer are getting louder every day. Therefore, investing effort and time into customer experience is usually the main focus of at least nine 68% of marketers as it is the only source of generating high revenue.

Know the reasons why customer experience is a matter of growing importance

1. Customer satisfaction is more crucial than ever

Companies worldwide have an average customer satisfaction of 86%. It is the key to exceeding your customer's expectations. Brands have to be dependable, accurate and have to offer the service that they have guaranteed. The opportunity thereby lies in their ability to deliver whatever they have promised and surprise them with extra support and care. A completely satisfied customer is said to be contributing 2.6 times more revenue than a somewhat satisfied or dissatisfied customer. Thus, the main goal is to create a constant customer experience by meeting all the touchpoints.

2. Customer advocacy is a powerful tool

Word of mouth is one of the best tools that a company can rely on. The fact is 84% of customers do not trust advertisements anymore. People now seek third-party validation while they make online purchases. They would look for online reviews before they would make a purchase or ask their friends to share their own experience of the product or services. That is the reason why customer advocacy is important for your business to prosper.

3. New Shoppers are likely to turn into your loyal customers

Creating an ultimate experience actually creates a long-lasting influence on your shopper. This also ensures that they keep returning to your business in the near future. A superior customer experience is often valued and can be considered a unique asset for a business. Acquiring a new customer can actually cause the business seven times more than maintaining an existing one. Therefore, investing in your existing customers can actually pay you well off. However, it's only a matter of time as you have to wait for the positive results. Also, if your customer is unhappy, then you have to try responding to the negative feedback politely and try to find out the best possible solutions to their issue.

4. Standing out in the crowd no longer matters

It is actually very difficult and harder to differentiate yourself from other businesses, especially when everyone is sharing the common strategy online that is great content. However,  a competitive advantage is huge and thereby a customer experience could be a perfect tool that can help you to stand out in the crowd and outshine your competitors. Today, customer feedback has become the most precious tool which you can utilize to the fullest. 88% of customers now read reviews to determine the quality of a business and the customer experience that people are deriving out of it.

5. Bespoke content and experiences are the keys

In uncertain times, trusted relationships with your customers have now become extremely important. In a world where we are touched by hundreds of adverts and brands every day, building a strong relationship with your customer may be difficult but not impossible. Try personalizing their experiences. Make each one of your customers feel unique and special by sending a positive message that they are being cared for and are important to your business. By doing so, you are a step ahead in generating a better chance of building trust with them. This, therefore, creates a long-lasting and strong relationship with your customers.

Are you ready to deliver an exceptional customer experience?

There is no doubt that the key to any company or brand’s success is customer experience. And a great customer experience will always start with good customer service. Leaders who push beyond the customer experience strategies and redefine their organization with not just services or products they offer and sell, but actually the experiences that they deliver to the customers will definitely emerge as a stronger organization by igniting growth.

Pi Research and media is one such organization that has been pioneering in delivering a great customer experience. We have been understanding the need of companies for harnessing the power of customer data and embracing technological advances for creating an experience that responds to people's unmet new and ever-changing needs

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