From First Impression To Purchase: How To Give Your Customers An Excellent Experience

Transforming customer experience enables you to gain customer loyalty, attract prospective clients, and build a strong brand reputation. It’s essential to putting your products, services, and brand at the forefront and achieving greater lifetime value.

According to a recent worldwide survey by Statista on consumer behaviour, 94% of the respondents revealed that positive customer service experiences greatly influence repeat purchases. Also, 82% of buyers are more likely to recommend a product or a service primarily because of outstanding customer service.

Notably, first impressions are crucial in customer service as they can make or break a business opportunity. A pleasant first impression jump-starts positive and long-lasting relationships with your clients. Therefore, here are four tips to consider to keep your customer base happy and satisfied:

Use tech to transform the customer experience

With the increased global internet penetration, people are becoming more digitally connected, and it is redefining human communications and interactions. In fact, internet users are projected to grow to five billion worldwide in 2023, which accounts for 63.1% of the world population. Therefore, as a business owner, you can leverage convenience and connectivity to deliver superior customer experiences even on traditional channels, for example with IVR payments.

IVR Payments (Interactive Voice Response) is a technology that allows customers to make automated payments over the phone. Here is how an IVR system payment service enhances the customer experience:

• It enables secure payments: Security is a top concern for consumers, especially when it comes to sensitive details like credit card data. Fortunately, IVR systems from reputable providers are Payment Card Industry Data Security Standard (PCI-DSS) compliant. PCI-DSS ensures companies that process or store credit card information will take measures to secure the information of their customers. 
• Some requirements include proper password protection, encryption of transmitted data, software updates, properly configured firewalls, and scheduled security system tests. So, a PCI-DSS-certified IVR solution makes it safe for your customers to pay by preventing breaches as much as possible.
• It allows self-serve payments: Customers can use a fully automated service bypassing the waiting time needed to speak to a representative. 
• It operates 24/7: An IVR system can operate 24/7, allowing customers to pay for products or services at their convenience, even after regular business hours.
• It integrates with existing systems: An IVR payment option comes with quality contact centre software solutions or on its own can integrate with other systems like Customer Relationship Management (CRM). 

Therefore, it is often recommended for businesses to invest in a certified IVR system to transform their customer payment experience and increase conversions.

Know your product or service

Extensive knowledge of your products or services can enable you to deliver an excellent customer experience in the following ways:

• It enables you to explain product features, benefits, and uses to your customers in detail. Providing complete and precise answers will help clear customer doubts, so they’ll develop strong confidence in your products or services and be loyal to your brand.
• It boosts customers’ enthusiasm for your products or services. The more you share product knowledge passionately and energetically, the more likely it is that clients get interested, convert, and even become loyal customers.
• It allows you to solve problems in case there’s something wrong. With good product knowledge, you can provide solutions that meet customers’ needs.

This kind of knowledge can also be shared across multiple channels, not just during conversations. Articles and videos forwarded via messages or Social Media groups can highlight the great features of your products and troubleshoot FAQs. Helpful product information shows your customers that they’ve gained value for their money. 

Personalise at scale

A recent study shows that 80% of customers like to be offered personalised experiences. It makes them feel special and valued, thus more bonded with your brand. Below are some tips for delivering a personalised customer experience:

• Implement effective social media strategies: Social channels such as Instagram, Twitter, LinkedIn, and YouTube act as ready-made communities for creating personal connections with your customers. This can be through personalised direct messages, retargeting ads based on users’ data, tailored videos, and social media quizzes.
• Use chatbot: Chatbots can tailor conversations to match specific customer needs. They can provide product recommendations based on their queries or purchase history. A recent study shows that 48% of consumers are comfortable with chatbot conversations, and 71% are willing to use it to enhance their own experience as a customer. 
• Use analytics to add a personal touch: You can use analytics software to get real-time access to vital customer insights such as purchase history. This enables you to predict customer needs and wants and efficiently provide the solution they’re looking for.
• Gather and implement customer feedback: It’s an ideal way to listen to and learn from your customers. They can provide valuable insights on what can be done better to improve their buying experiences. Some effective ways to collect customer feedback include polls, automated surveys, live chat, and customer interviews.

When working on a large scale, strategies like automation and promoting customer-customer support on social media are very efficient. At the same time monitoring effectiveness and improving based on feedback drives even more value from these strategies for customers and your business. 

Appreciate your customers

There are different ways to show appreciation to your customers for choosing your brand and helping you grow. Here are some customer appreciation ideas to consider:

• Write and share ‘Thank you’s via their favourite channel. 
• Send out gift cards, coupons, or discounts on commodities or services to show your level of commitment.
• Launch a customer loyalty program to reward loyal customers. Clients who are already enthusiastic about your brand will be even happier to stay.

It’s vital to show your customers how much they mean to your company because if you don’t maintain their loyalty someone else might earn it.

Conclusion

A remarkable customer experience promotes loyalty and brand advocacy. As a business owner, if you’re looking to have happy and satisfied clients, consider the tips given above. Also, it’s important to embrace technology to improve efficiency and for even more satisfying customer service and interactions.