Attracting new customers to your business is really only a starting point. You also need to know how to keep them happy and coming back!

So, how do you do this? One of the best ways is to improve your customer experience. The customer experience can be defined as the subjective responses the customer has as they interact with your business, all the way from interest in your product through to post-purchase. But a positive customer experience rarely just happens – it should be intentionally planned.

Here are some of the best ways to improve what your customers experience as they interact with you.

Create a clear vision for customer experience

Without a clear vision of what you want your customers to experience, your interactions are likely to be hit and miss.

But with a clear vision you can create common goals in terms of purpose and impact for everyone in your organisation to strive for in their customer interactions.

In creating your vision, you need to start with knowing what makes your customers happy – which is often more than just an innovative product or great discount, or even great customer service on its own. By understanding your customers better, you can create a journey map with guidelines for your staff to follow at each customer touchpoint.

Create and use a quality framework

This gets into the practical day-by-day side of things. A quality framework is one that involves the use of the best tools and procedures to enable the best experiences for customers to happen.

Your framework is highly likely to include technology – such as online communication tools and CRM (Customer Relationship Management) software.

But whatever tools you use, the most crucial part of this is that your framework focuses on customers rather than profit.

Capture feedback

This step should never be overlooked. Feedback is crucial and should not only be about capturing great testimonials to publish on your website, but also about understanding what makes your customers happy. Feedback also allows you to improve those areas where people might not have had the best experience.

Make regular connections

Regular connections with your customers help you in building relationships with them and improving their experiences with you. By doing this your customers are far more likely to stick with you rather than hunting around for an alternative supplier.

A great customer experience can take some time to build but is worth the effort. With our VA services for customer relations, we can help you make improvements. Get in touch to find out how!

How we can help

At AS Virtual Solutions, we can help fill any gaps in your customer service, in turn helping improve your organisation’s CX. Ask us how!