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elements of a good customer experience

Main elements of a good customer experience

We’ve already discussed the importance of a good customer experience and how to measure it for the best results. This guide will teach you the essential elements of a good customer experience that businesses must include in their CX strategy to get even better results.

1. Reliability

Reliability is one of the most crucial elements of a good customer experience and a critical factor that has a significant impact on the customer experience. The perception of reliability helps to build your company’s brand image and generate positive word of mouth. So, what exactly qualifies as dependability?

  • The reliability of providing support for both critical and non-critical business issues;
  • The overall system and network reliability, ensuring providing the appropriate resolutions in the shortest time possible;
  • The reliability of integrating different channels to understand customers’ issues better, find resolutions in the shortest time possible, and communicate them back to the customer via the appropriate channels;
  • Network and systems reliability for delivering an outstanding customer experience.

2. Availability

In today’s fast-paced world, customers expect to be able to contact a company whenever and however they want. They interact with companies on their terms via email, chat, voice calls, messaging, or social media. But, they also expect to have all inquiries answered quickly (usually immediately). They especially do not want to spend (or waste) their time waiting for answers or repeating their questions. And that’s precisely why availability is among the essential elements of a good Customer Experience.

3. Convenience

Customers, in addition to availability, expect convenience. They do not want to waste their precious time waiting in phone lines or repeating their questions. The ability to reduce customers’ non-monetary costs such as time, energy, and effort when purchasing or using services or products significantly impacts CX.

4. Personalised Communication

Receiving personalized messages from a company, whether related to previous interaction with the company, offers linked to purchase history, or simply an IVR message personalized with a first name, provides a valued feeling to the customer. As a result, personalized communication is one of the most important aspects of a customer’s experience and expectations.

5. Simplicity

Customers expect all business interactions to be simple and seamless at all times. From browsing to ordering to implementing and using a solution or product. They anticipate being heard while also having their interactions simplified. This means a company should keep the number of jumps from one touchpoint or stage to another at a minimum. As a result, providing and implementing a one-step resolution or access to information through all available channels would be the ideal approach. But that is insufficient. Aside from simplifying the process, businesses must ensure that as much data as possible is collected and stored at each step so that customers do not have to share the same information repeatedly. All of this will undoubtedly make customers’ lives easier at each stage of their customer journey, enhancing their experience significantly.

6. Accountability

Accountability is yet another vital factor in providing a positive customer experience. Customers always assess whether a company has delivered its promises. However, this evaluation co-occurs at every journey stage, often even before they make a purchase. Furthermore, once the customer makes a purchase, the review does not end. It then determines whether the solution or product is delivered on time and whether the provided experience, solution, or resolution is straightforward and honest. Of course, doing business can sometimes be unpredictable, and situations may arise where the promised resolution is challenging to deliver. However, if such scenarios occur, customers must be adequately compensated and informed why.

7. Adaptability

Because the digital world is rapidly changing, customers (particularly younger generations) are likelier to experiment with newer technologies and commit to newer engagement channels. This simply means that companies must consider the changing consumer environment and be ready to adapt and change quickly and smoothly. Adaptability in a technological environment is critical for a company to provide exceptional customer services in speed, data security, data accuracy, and so on.

Adaptability, on the other hand, works with changing customer interests. Because each customer is unique, a company’s solutions should be adaptable, scalable, and tailored to the customer’s specific needs.

lements of a good customer experience

8. Anticipation

Anticipation is also closely related to the rapidly changing technological environment. To be able to adapt quickly and smoothly, companies must be able to anticipate changes before they occur to stay ahead of both customers and competition. To provide an exceptional customer experience, every company must be the new digital innovator in their respective fields and industries.

9. Feedback

Allowing customers to provide feedback is another essential aspect of providing a good customer experience. Customer feedback can be advantageous to both parties:

  • Customers will appreciate it because it demonstrates that the company cares about what they think
  • For the company because it shows employees which aspects of their business are most valuable to customers and which could benefit from improvement

10. Responsiveness

Responding to customer complaints or inquiries consistently and promptly is crucial to providing an excellent customer experience. A responsive CX team can contribute to success by assisting as many customers as possible and finding solutions quickly.

When customers provide positive feedback, responsiveness is also critical. Customers will be satisfied with their experience if the CX team is responsive.

11. Communication

Excellent communication is another critical component of the customer experience. Both internal (among teams) and external (with the customers). All customer experience interactions revolve around communication. Knowing how to communicate, regardless of the situation, can assist the CX team in being ready for any type of interaction.

However, being an effective listener is an integral part of effective communication. This means that employees and managers must try to hear what customers say. It will aid in responding with relevant information to the inquiry and may contribute to a solution.

12. Transparency

Customers appreciate it when brands and companies they purchase from are transparent, open, and honest, particularly in the CX. Transparency can enhance customer interactions and experience simply by ensuring employees are honest with the customers. Even in cases when employees do not have all the necessary information or all the required answers, customers will appreciate a transparent and fair solution rather than a generic one.

Another crucial aspect of transparency is the service/product descriptions and prices. Customers appreciate it when they can find as much information about the items they’re interested in. Knowing a lot about the service or the product while they’re still browsing will massively increase the likelihood of making the purchase and referring the brand to other potential customers.

13. Exceeding expectations

Extending expectations simply means going above and beyond for your customers! This is another essential aspect of the customer experience because it increases customer satisfaction and contributes to credibility. Going the extra mile to achieve the results will undoubtedly result in long-term, positive customer relationships. However, it would encourage customers to return and make another purchase/resubscribe (renew). Return customers are more likely to recommend the brand to their peers, which leads to acquiring new customers. As a result, a company must not pass up any opportunity to go above and beyond to engage and delight existing customers.

14. Balancing CX and Profitability

Creating a great customer experience is simple and easy, especially if you’re willing to spend a lot of money and effort on it. However, some (or, better yet, many) companies cannot afford this in the long run. That is why balancing is so important. The best customer experiences provide customers with recognizable and prominent value. And ideally, it should be at a low cost to the organization. This is precisely why companies choose to outsource their customer experience.

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Key Takeaways

We’ve identified 14 key triggers that we believe are crucial to a company’s customer experience. However, there are many more that we’ll come back to later. Building a successful customer experience strategy requires balancing these numerous factors. Believe it or not, most of those are codependent and need to be implemented as a whole to provide better results.

A company should carefully consider all aspects and cross them off the checklist to provide an exceptional customer experience. Furthermore, businesses should evaluate all touchpoints in the customer journey, carefully design content for each channel, and personalize it for each customer.

Finally, to provide a truly memorable experience, the team in charge of the customer experience must be well-trained, enthusiastic, and compassionate. FrontLogix has the best and the most highly trained, experienced, and skilled employees that are reliable, accountable, available, responsive, and provide exceptional, transparent, straightforward, and highly personalized communication.

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