This blog is all about how we can improve client experience &
Why customer experience is important:
- Increases customer satisfaction
- Drives customer loyalty
- Reduces churn: Only 1/26 unhappy customers complain.
- Creates a competitive advantage
Listening to our audience is so important! How can we gauge how our customers feel if we don’t know what they are saying? Using a media monitoring tool, we can quickly sift through millions of news stories and social media posts to track what is being said about our brand. This is particularly necessary to increase customer satisfaction. For example, if we don’t know about a negative comment until it goes viral, it may be too late to prevent a PR crisis. Media monitoring enables us to keep track of anything related to our brand, competitors and industry in real-time. We can then analyse this data and make necessary changes to our customer experience strategy.
Analysing our data from client surveys and social media buzz can indicate whether our customers are satisfied. Use a media monitoring tool such as Meltwater to find out what campaigns and interactions worked well. The sentiment metric is an effective way to get an overall picture of how our brands are doing. Media monitoring also helps us benchmark ourselves against competitors. By using a theme cloud we can get an idea of what they are doing customer experience wise and whether it seems to be working. We can then replicate similar tactics in our own strategy
Publically complaining on social media is becoming common practice for unsatisfied customers. These complaints sometimes go viral and can be damaging for our brand. Responding quickly to customer queries and complaints can help improve customer satisfaction. Media monitoring helps us to keep on top of our social media engagements.
Ensure customers feel like the individuals they are. Nike are industry role models when it comes to offering a personalised service. Whatever service we offer as a brand, there are ways to personalise customer experience. A clothing brand could offer personalised items, an airline a menu tailored to an individual’s likes/dislikes, a holiday company providing personalised itineraries or, a B2B company using personalised email campaigns. We have so much data on our customers that can use to tailor our products and services specifically to them
Innovation with a customer centric focus kept in mind is a great way to improve customer experience. Amazon does this to a high standard, for example, they have tapped into the on-demand market by providing next and same day delivery. Finding ways to make a customer’s life easier or more convenient, is going to boost their overall experience. We can use a media monitoring tool to find out what our customers want by tracking industry keywords so that we can jump on developing industry trends. Ensuring we’re the first to market can help secure a competitive advantage.