American business magazine, Forbes, recently discussed the importance of customer experience in business. Even in his article, Forbes mentioned that customer experience can make or break a company.
In other words, customer experience or (CX) is one of the determining factors for the success of one’s business. Especially with the widespread use of social media today which continues to grow rapidly.
Certainly it will make it easier for consumers to share experiences, the customer experience value is also increasing. Customer experience refers to the experience shown by consumers towards a brand .
Do you still remember the latest case from one of the FnB companies, Indonesian Es Tea? Where did a review and criticism from one of its customers end up in a subpoena? This is one example of how important the customer experience is from a brand or product.
Whether this perception is good or bad depends on each individual. However, there are still determining factors such as the quality of goods or services provided by the brand . So, are there any steps that can be implemented to effectively improve the customer experience ?
5 Steps to Customer Experience
Today people are looking for all kinds Poland Phone Number List of information at their fingertips. As a result, consumer habits in making purchases have changed significantly.
According to Hubspot , now consumers have more power than sellers. Therefore meeting consumer needs, enhancing customer experience at every point of interaction is the key.
Small things like responding to messages faster can be decisive in winning the hearts of consumers. This is very important because consumers feel they need attention. So, what strategies should be used to improve the customer experience? And how can the company improve customer retention?
Define Persona
The first thing that must be done by the company itself is to formulate the persona of the audience . This is very useful for companies that want to increase customer retention.
Because by formulating a persona, you will Dd Leads know the behavior, desires, and what these consumers like. This is also to identify consumers so that we know what they want.
Understand what services consumers need and their contents. And you also need to conduct qualitative and quantitative research to collect important data about consumer needs. Then for consumers to adjust, preferences, needs, and behavior. You also customize the service for each group.