Customer experience transformation - the glow-up for your business.
Remember those high school glow-ups? The ones where someone ditched the bad haircut and braces for a whole new vibe? That's what a customer experience transformation is for your business. It's not just about fixing surface-level issues, it's a complete overhaul of how your customers feel about interacting with you.
This isn't some boring corporate jargon for an obvious idea, it's about giving your brand a personality that people actually want to connect with. It's the difference between being just another company, and the one everyone's buzzing about.
So, ready to ditch the business equivalent of cargo shorts and flip-flops? Let’s start your own She’s all that story.
What do we mean by customer experience transformation?
Alright, let's ditch the buzzwords and get real. Customer experience transformation isn't just about throwing some surveys at people, slapping a chatbot on your website, and calling it a day. It's about how you can make your business crazy about your customers so they will, in turn, be crazy about you.
Think about it like this:
The first date: That initial impression your customer gets. Is your website easy to navigate? Does your product spark joy?
The honeymoon phase: Are you delivering on your promises? Are your customer service reps actually helpful?
The long-term relationship: How do you keep the spark alive? Are you offering personalized experiences? Are you constantly evolving with your customers' needs?
A CX transformation means looking at all these stages and saying, "How can we make this even better?" It's about creating an experience that's so seamless, so delightful, that your customers can't help but fall head over heels for your brand.
It's not a quick fix, it's a journey. But trust us, the payoff is worth it.
How to make your business customer oriented?
Before you dive headfirst into a full-scale transformation, it's crucial to get your mindset right. To continue the idea of a meaningful relationship, you wouldn’t just rush at it. Making sure you’re ready for commitment is maybe the most important step.
Here's how to start thinking like a customer-centric business:
- Walk a mile in their shoes: Put yourself in your customers' position. How do they discover your brand? What do they experience when they visit your website or enter your store? What frustrates them? What delights them? Try to see your business through their eyes.
- Obsess over the details: Customer-centric companies sweat the small stuff. They notice when the website loads slowly, when the store music is too loud, or when the return process is a hassle. Pay attention to every little thing that could impact your customer's experience.
- Embrace feedback, even the tough kind: Or better yet, especially the tough kind. Don't be afraid of negative feedback. It's a goldmine of insights into what you need to improve. Encourage your employees to listen to customer complaints and use them as opportunities to learn and grow.
- Make it a Team Effort: Customer-centricity isn't just the responsibility of your customer service team. It's something that everyone in your organization, from the CEO to the intern, should be thinking about. Encourage everyone to share ideas on how to improve the customer experience.
By shifting your mindset and truly putting yourself in your customers' shoes, you'll be well on your way to creating a customer-centric culture that sets your brand apart.
What does it do for your business?
Alright, so, now you’re in the right mindset. You’re being an empath, sweating the small stuff (in a good way), and taking the good and the bad in stride. Look at you being a customer-focused icon.
Why, though? Why should you go through all this effort? I mean, good service is good service, but doesn’t all this talk of customer experience transformation seem a bit too much? Too much effort. Too much hassle. Too much everything.
Well, no, and here’s why.
Increased CSAT and loyalty
It's simple math, really. When you prioritize creating a seamless, personalized, and downright enjoyable experience at every turn, your customers can't help but grin from ear to ear. And happy customers? They stick around. They become repeat buyers, brand advocates, and walking billboards for your business. And you already know how we feel about customer retention. Think of it as investing in a happiness factory that churns out loyal customers and glowing reviews – all while boosting your bottom line.
Improved brand reputation
Think of your customers as your personal hype squad. When they're blown away by your service, they can't help but spread the good word. And in today's hyper-connected world, word travels fast. Positive reviews, social media shoutouts, and enthusiastic recommendations from friends and family all contribute to a sparkling brand reputation. It's like giving your brand a makeover with the most effective marketing team out there, and the best thing is that it’s completely free (queue fanfare and confetti) - as long as you provide good service.
Increased revenue
You know how you always seem to spend a lot during vacation? The money spent adds up but your alarms aren’t triggering. It’s all good. It’s all okay. What does this have to do with customer experience transformation? Because happy and relaxed people are ready to spend more.
When we’re happy and having a good time, our body produces chemicals that make us feel safe, and less on edge. That’s why when you’re at the seaside, nice and toasty, and you see a thoroughly overpriced chachki that you would usually not give a second thought to, your brain is saying: “Hey, that looks pretty good.”
That is the atmosphere that good CX transformation is trying to achieve. Happy customers trust you. Happy customers spend.
Enhanced employee engagement
Customer experience transformation isn't just about the customer – it's about your team, too. When you prioritize CX, you naturally empower your employees to deliver exceptional service. You give them the tools, training, and autonomy to solve problems, make decisions, and truly connect with customers. This trust and empowerment fosters a sense of ownership and pride in their work, leading to higher employee engagement and job satisfaction.
And guess what? Happy employees are contagious. Their enthusiasm and dedication naturally spill over into their interactions with customers, creating a delightful experience that keeps customers coming back for more. It's a beautiful cycle where happy employees lead to happy customers, and everyone wins.
How to go through with customer experience transformation?
Ready to take the plunge and transform your customer experience? It's exciting, we know. But like any good glow-up, it takes more than just wishful thinking. You need a plan, a roadmap, and a whole lot of commitment.
But don't worry, we've got your back. Think of this section as your personal CX makeover manual, guiding you through the steps to create an experience that'll leave your customers smitten. From understanding your customer journey to leveraging technology, we'll cover it all. So, grab your tools and let's get started on this transformation journey together.
Focus on the company.
The first thing you might think of doing is focusing on the customer, but that would be a bit getting ahead of yourself. Every good and lasting transformation needs good foundations. That means that the priority in this case is your company as a whole.
Apart from instilling a team spirit of customer centricity, you can also set up processes and tools to enable that very thing. For example, you might invest into knowledge bases, into things like our AI Enabled Smart Omnichannel platform - AESOP, that will help you integrate almost any API into your operation and scale up or down with ease. Maybe you should overhaul your CX operation with our CX advisory. Or you would like to give all of your systems a boost with AI, but don’t know where to start. That’s where things like our AI Pathfinder come in handy.
The main thing is that you need an experienced partner to help you along. A solitary improvement journey of sitting under waterfalls, training montages, waxing on, and waxing off, might look cool, but it’s rarely effective.
Focus on the agents.
You are now ready to share the joy of transformation with others. It is time to give the customers what they want, right?
Wrong.
It’s time to use customer experience transformation to help your agents be their best selves that they can be so that they can delight your customers with ease. You do this by providing better training with things like ADA by Transcom, ensuring that your agents are at the top of their game from the moment they exit training. Another route might be to use Transcom’s Agent Assist which will take the focus away from admin, note taking, and general trivialities of CSR work and shift it to making sure the customer is happy, calm, and taken care of.
Focus on the customers.
Funny how a customer experience transformation first requires you to focus on everything apart from customers. But, now, we finally come to the start of the show. The customers themselves. Everything so far was focused on the customer as a passive actor. Meaning the things you do regardless of what the customer does. Now, we focus on the customer as an active participant of the process.
Here you can ensure that they have the freedom and comfort of choice by implementing Omnichannel solutions. This allows customers that dislike voice comms or just don’t have the luxury of actively participating in a conversation to contact you via, let’s say, text chat or instant messaging. Another thing might be to allow them easier communication. This can be done by helping them to show instead of tell by using things like IRIS, which enables instant video chats with all sorts of fun and useful extras for the agent. Another thing might be to use Automated Translation that gives them the ability to communicate in their native language, wherever, whenever.