In the June 2013 Newsletter
Four Tips to Maximize Your Customer's Experience / Blog
Are you concerned about your customers and what makes them happy? You should be. Customers buy your products and services they bring you cash. Cash is like oxygen for a business. Just like a person cannot live without oxygen, a business cannot live without cash. Customers spread the word about you to others. Happy customers spread good words. Unhappy customers spread bad words. The conclusion: smart businesses keep their customers happy. Here's how.
Maximize the Customer Experience
According to wikipedia.org, a customer experience (CX) is the sum of all experiences a customer has with a supplier of goods and/or services over the duration of their relationship with that supplier. The experience encompasses awareness, discovery, attraction, interaction, purchase, use, cultivation, and advocacy.
In their revolutionary book, Return on Customer, Don Peppers and Martha Rogers conclude that the customer experience is the single most important aspect in achieving success for companies across all industries.
What Impacts Customer Experience?
According to the best-selling book, Brain Rules by Dr. John Medina, when you stimulate more of the senses, you have the ability to impact the customer and increase understanding, recall, retention, and loyalty 10x over just using one sense. Vision trumps all senses it's the most impactful sense. For example, including voice as well as visuals in communications can greatly improve the customer experience.
Mobile Customer Experience is Important
The world has gone mobile. More and more customers are connecting to businesses via smart mobile devices.
A recent Nielson study states that more than three out of five (61%) mobile subscribers in the U.S. owned a smartphone during the most recent three-month period (March-May 2013), up more than 10 percent since smartphones became the mobile majority in early 2012. Are you leveraging the multimedia power of smart devices in your customer experiences? Your business should provide mobile customer support in self-service and live assistance channels.
What is the Preferred Channel for Customer Experience?
The American Express 2012 Consumer Barometer Report suggests that a consumer's preferred channel for customer service varies by type of inquiry. For complex and difficult inquiries, the preferred mode is speaking with a 'real' person on the phone. For simple inquiries, self-service is preferred via a company website, email, or automated voice response system. For example, ChoiceView from Radish Systems improves both 'real' person and self-service assistance by offering 'voice with visuals.'
Four Tips to Maximize Your Customer's Experience
Make your customers happy by improving their experience with you and they will make you happy by buying more and spreading the good word about you.
Practical Information for You
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BLOG. Check out my latest Radish Sprouts blog posts about business, career, and life performance. There you'll learn about Seven Tips to Move Beyond Burnout.
Break-out in 2013!
Theresa M. Szczurek, Ph.D., CMC®
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Radish CEO, Entrepreneur, Author, and Speaker