How to Deliver Great Customer Experience on a Budget?

Having an excellent product or service doesn’t matter if the company has poor customer experiences. A great customer experience is essential for the long-term success of a brand.   

American Express research says that 86% of customers are willing to pay more for better customer service. Temkin Group’s study revealed that companies with an annual turnover of $1 billion earn an additional $700 million within three years of investing in customer service.  

But how can companies provide a superior customer experience? Let’s find out.


What is a Great Customer Experience?

understanding good customer experience

No checklist can ensure good customer service. Your customers are going to be unique. Although, here are some key takeaways that can help you achieve customer satisfaction.     

  • Listening to your customers should be your top priority
  • Gain an in-depth understanding of every customer through the customer feedback you receive in your business 
  • Implement a system to collect, analyze, and act on the feedback regularly 
  • Focus on solving specific problems and difficulties that your customers are experiencing

Great customer experience comes by asking questions, listening to your customer’s answers, and taking action based on their feedback.  

To provide excellent customer service, you need to examine how customers are interacting with your business. What are they saying about their experience with your company? You need to go beyond the superficial online reviews and go deeper into your customer’s overall experience. 

Great customer service is all about following best practices such as having a pleasant attitude, valuing your customer’s time. It’s not only about meeting their expectations but going one step further than that.   

A positive customer experience is when they keep coming back and also share their experiences with others. Empower your team with resources and authority to improve service quality. Customers prefer dealing with one person rather than three or four people at a time when they have a problem. Hence, allowing your customer service team to do what’s best will lead to happy customers.   

A business needs proactive customer service. Your team needs to know how to provide solutions that can fulfill customer expectations. To help you with this, we will share nine ways that will help you build positive customer relationships with your business.  


Why is Customer Experience so Important?

statistics on customer experience

No company can survive without its customers. Companies are focusing on becoming customer-centric to improve the retention and satisfaction of their customers. An outstanding customer experience will also boost upselling and cross-selling for your business. Here is why a brand should improve customer experience: 

  1. According to Forbes, 74% of customers want companies to understand their needs 
  2. 64% believe that customer satisfaction is more important than price 
  3. Bloomberg Businessweek survey says that companies are now focusing on improving customer service. 
  4. Only 8% of customers feel that they are getting good customer support 
  5. 75% of management executives and customer service leaders consider customer service as the most important
  6. US companies lose $1.6 trillion annually due to poor customer service           

 Hence, improving your customer experience strategy is essential for increasing sales, profits, and customer lifetime value.    

Build an advanced knowledge base for your customers and give them answers fast – real fast.

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9 Ways to Provide Outstanding Customer Experience while Saving Money

Deliver great customer experience under budget

Here are our ten ways to deliver an excellent customer experience. 

  1. Understand Your Product

    Your customer support agent needs to have complete expertise in your products or services. Otherwise, how will they troubleshoot the problem that a customer experiences?

    Extensive knowledge of the product is a valuable skill. The aim should be to explain features and use-cases thoughtfully and share the benefits of using your product. 

    Your customers need to feel that they are getting full value for their money. Hence, make it a goal that your customer support agents have an in-depth understanding of your products or services. They will be able to provide great customer service for your business.

  2. Have a Positive Attitude

    The right attitude is everything. It can change a negative user experience into a positive one. The right attitude should reflect in your tone of voice and language because most customer interactions won’t be face-to-face. 

    Written communication can easily get misinterpreted. For example, a customer may find you rude in live chat or email. The brain uses multiple signals for interpreting emotional tone, which includes facial expression and body language. Both of these will be missing in an online conversation, and it can create a wrong impression. 

    Hence, try to use emojis or good humor to get understood by others. Call them from your phone if you feel that chat conversation or email is getting tense.

  3. Be Creative in Problem Solving

    Over 80% of customers stop doing business due to the inferior customer service of a company. Hence, it should be a top priority to provide a better experience to them. Here is an example. 

    Zappos once sent a man free shoes the night before the wedding. It was because they accidentally sent his order to the wrong location. The company not only corrected its mistake but went even beyond that, which is a perfect example of great customer service. In return, Zappos gained a loyal customer for life. 

    It is a perfect example of how good service can create a positive impact on customer loyalty. 

    Don’t just fix the problem. Go beyond that and try to fulfill customer needs creatively. That’s how you will gain their lifelong commitment to your company.    

  4. Respond to your customers quickly

    66% of people feel that their time is valuable and don’t want it to get wasted in any online customer experience. Hence, your aim should be to resolve their problems quickly. Speed is essential for great customer service.

    Although, customers do understand that complex problems take time to get solved. Keep in mind that there is a difference between taking time to respond and the speed at which you solve the problem. Your customers won’t like waiting in the ticket queue but are willing to wait as much time as it takes to solve their issues. 

    CloudTutorial is a fully customized platform that provides categories and subcategories to make the search convenient for your customers. They will be able to find whatever information they need very quickly.  

    Hence, respond to your customers quickly. But don’t be in a hurry to close the ticket without resolving their issues completely. So, CloudTutorial is here to help you answer your customer’s queries easily.   

  5. Personalize your Brand

    40% of customers want real-time service. They don’t like being a ticket number that receives automated responses. Customers don’t prefer getting directed to different persons for their queries.

    Many companies nowadays send gifts to their customers on their birthdays. That’s how they retain customer loyalty.  

    Do you know your customer’s birthdays? or their hobbies or interests? The point is that you should apply a personal touch whenever you can. Don’t just stick to the script. It will make your customers feel like you know them and that you care. CloudTutorial can customize your help center to provide that human touch with your customer service needs.        

  6. Customers Prefer Self-Service

    Customers like to solve their issues by themselves. They don’t always want to talk to someone else. Here are some interesting stats regarding this, 81% of customers try to solve the problems by themselves before reaching out to a live chat. 71% want the ability to solve the problem on their own.   

    Self-service is an easy way to improve customer sentiment. It is also cost-effective and scalable. You can put your content in front and center, which will help your customers take a look at the answers quickly. They won’t have to leave the page. 

    In the end, customers can always contact you if they don’t find any solutions. 

  7. Focus on Building Customer Relationship

    Treat your customers like the center of the world. They are an integral part of your business. 

    Kristin Smaby said it best thatIt’s time to consider an entirely different approach: Build human-centric customer service through better technology and genuine people. So, understand your customers. Humanize them. Humanize yourself. It’s worth it.”   

    Here is another example of Southwest airlines. One of its pilots waited for a customer who was going to a funeral. They held the flight back for that person. 

    Put humans before your targets, and your customers will always remember it. That’s how your company becomes a major brand differentiator.      

  8. Listen to your Customer

    Customer feedback is more than just looking at the data. It is about listening to them in real-time. Listening improves the possibility that you will understand their genuine problems and actively solve them. It will make your customers happy, which is beneficial for your business. 

    Don’t listen with the intent to push your agenda. Listen to what your customers are saying, and don’t assume what they are going to say. 

    Try demonstrating active listening skills. For example, you can use phrases like “Do you mean….?” or “It sounds like….” and “Let me make sure I understand this right.” 

    Active listening shows that you are aware of the customer’s emotional state and unique personality, and it will help you decide how to respond to them. Remember, One-size-fits-all doesn’t work in customer service.  

  9. Go Extra Mile

    Customer service is more than just ticking all the boxes. Sometimes it is anticipating your customers’ needs before they even have the chance to express them. You can use CloudTutorial as a knowledge base to provide good customer service. CloudTutorial will let your customers find answers to their queries very quickly. You can also use it to develop a user-friendly FAQ website.    

    Build an advanced knowledge base for your customers and give them answers fast – real fast.

    Take your app and help center to the next level with CloudTutorial.

    Sign Up Now For Free

    It’s your job to anticipate what their needs are and try to fulfill them. Your customers will keep coming back to you if you make them feel valued. It is called the phenomenon of reciprocity in social psychology: Do something nice for them, and they will reciprocate by buying your products in return.  

    Send them a rare promotional code or small gift. It will demonstrate your genuine appreciation towards your customers. 

    Here is an example of Nashville’s Gaylord Opryland hotel that set a perfect example of helpful customer service. One of their customers asked if she could purchase the alarm clock that was in her room. The hotel gave her one as a parting gift. This act won them a loyal customer for life. 


FAQs

A good customer experience is timely, personalized, relevant, simple/effortless, remarkable, seamless, consistent, and memorable.
Customer experience management is the practice of reacting and designing to customer interactions. The aim is to meet or exceed their expectations, which leads to better customer satisfaction, advocacy, and loyalty.
Treat your customers as you want to get treated if you are in their place. Show gratitude and empathy to them. Thank them for their understanding, patience, and loyalty. If a customer makes a complaint, listen to them carefully to understand what went wrong with your product.
  • Customers can get on-the-spot answers through CloudTutorial without having to wait for their emails to get answered.
  • CloudTutorial can provide an AI-powered FAQ section that will decrease the thousands of emails your support team gets in their inbox. It will save time, and your team can focus on other tasks as well.
  • CloudTutorial lets you segregate every data and information by categories and sub-categories. It will make it easy for your users to find the information that you need.

Conclusion

The above elements combine and produce an excellent customer experience. It is what will keep them loyal to your company and you. 
Are you searching for a platform that saves the time you spend on answering customer questions?

Are you looking for a tool that can help you fulfill your customer’s expectations? Then check out CloudTutorial that can guide your business in providing exceptional customer service to your audience.

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