How to build an effective employee experience strategy
Employees are often expected to wear multiple hats daily while prioritizing CX. Learn how an effective employee experience strategy can improve produc...
Businesses today often face fierce competition, and more businesses are investing in customer experience in order to stand out from the crowd and gain a competitive advantage. A great customer experience is crucial for customer loyalty, retention, and overall business growth.
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CallMiner CX Landscape Report: 2024
Discover how practitioners around the globe using data, analysis & AI to improve customer experience based on this landmark survey from CallMiner.
This article explores practical and effective ways to improve customer experience.
In this article:
- What is customer experience?
- How customer experience impacts growth
- Practical & effective ways to improve customer experience
- Frequently asked questions
What is customer experience?
Customer experience (CX) refers to the overall perception a customer has of a company based on their interactions throughout the customer journey. This includes every touchpoint, from browsing a website to contacting customer service. A positive customer experience is crucial as it directly impacts customer satisfaction, loyalty, and advocacy.
How customer experience impacts growth
Exceptional customer experience directly impacts growth by fostering customer loyalty, increasing customer lifetime value, and driving positive word-of-mouth referrals. When customers have a consistently positive experience with a brand, they are more likely to make repeat purchases, spend more over time, and recommend the brand to others. This not only boosts revenue but also reduces customer acquisition costs as satisfied customers naturally become brand advocates.
In addition, companies offering exceptional customer experience often have higher customer retention rates, which is crucial for sustainable growth. It costs significantly less to retain existing customers than to acquire new ones, so it makes sense for the bottom line, too.
In today’s competitive landscape, customer experience is often a competitive differentiator. Brands that prioritize and invest in customer experience typically have higher customer satisfaction rates. Those happy customers drive repeat business, enhance the brand’s reputation, and attract new customers, creating a cycle of continuous growth.
The rise of #AI is redefining the BPO landscape, forcing them to move from service providers to strategic value drivers and #CX advisors.
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Recognizing the importance of a positive customer experience is one thing, but how do you go about improving CX? To gain some insight into practical strategies you can put into action today, we reached out to a panel of CX pros and business leaders and asked them to answer this question: “What are the most practical and effective ways to improve customer experience?”
Practical & effective ways to improve customer experience
Keep reading to learn what our panel had to say about the most practical and effective ways to improve customer experience.
Mimi Nguyen
Mimi Nguyen is the Founder of Cafely.
“Here are a few practical and effective ways to improve CX that worked really well for us…”
Building a customer-centric culture resulted in increased customer satisfaction and trust in our brand! The key really is to put ourselves in our customers’ shoes and implement feasible feedback that not only improves the way we render our services but also let them know that we’re taking their reviews seriously.
Focusing on making memorable interactions has also helped us bring in repeat customers. We focus most of our efforts on consistent analysis of customer data and are doing our best to familiarize their presence in our business through their preferences and needs.
Investing in customer service training has had a huge impact on our overall performance. By choosing an expert to train not only my team but also our team heads, I’m able to support them in delivering personalized customer service in a practical manner.
Training my team heads is also helpful whenever they meet up with their respective departments. It’s always a good idea to provide more training opportunities to get my team used to dealing with bad situations and navigating their way through them.
Taking social proof seriously, like customer reviews, star ratings, and testimonials is one of the most effective ways we’ve improved customer experience. Having easy access to these materials on our website has made it easier for our customers to trust our products and even prompts more buying behavior from them. It’ll also be helpful in validating their decisions whenever they read a similar review that resonates with them.
Offering omnichannel support and not just sticking to one specific platform to address clients’ needs is crucial to avoid bad experience on their part. It’s always something I hear about in the industry—how a certain company has an unresponsive customer service, which is why they’re no longer shopping for their needs there.
We wouldn’t want that same situation to happen to us. That's why we’re in the works of opening more accessible channels where our customers can swiftly send in their complaints. And it doesn’t stop there. Ensuring that our response is timely and up to par with their expectations will most likely make their individual experience worthwhile.
Barkev Meserlian
Barkev has over 46 years of experience in the jewelry industry. He started Barkev's Jewelry in 1981, and quickly spread across over 200 stores in the U.S. After years of wholesale experience, he shifted his focus to eCommerce. Barkev is an innovator, trendsetter, and renowned name in the jewelry business in the LA area.
“The most practical and effective ways to improve customer experience are…”
- Take an omnichannel approach. It is essential to implement an omnichannel approach to deliver seamless customer experiences. Integration of online and offline touchpoints ensures that each customer has a consistent experience in whatever location they are—either at our website or in the stores. By ensuring integration across online and offline touchpoints, we can provide a consistent, cohesive journey that meets customers wherever they are, be it in stores or on our website. Implementing an omnichannel approach also ensures not only convenience but also trust and loyalty.
- Leverage technology, but do not neglect the human touch. Balancing AI with human support is another essential strategy. For repetitive, simple questions, AI chatbots can help. But there's simply no substitute for real people's empathy and intricate comprehension of complex situations, so human customer support is still necessary. A balanced integration of technology and the human element guarantees quick answers without disregarding the personalization that makes stronger connections.
- Empower through employee training. Employee training is fundamental in improving customer experience, but a common mistake among businesses is limiting customer support training to only those on the front lines. In reality, even those who do not interact directly with customers need to be trained on how best they can serve them. Logistics, marketing, or product development staff who understand customer-centric principles contribute to a unified, supportive environment. A well-trained team dedicated to customer satisfaction ensures every segment of the organization aligns perfectly towards delivering excellence.
- Monitor and adapt using customer analytics. Understanding consumer behaviors and quickly adapting to those shifting behaviors is paramount in today's business environment. This necessitates leveraging customer analytics,to provide businesses with significant insights that will help them improve customer journeys and make well-informed business decisions. Insights from analytics and customer feedback can also guide strategic improvements and facilitate anticipation of client requirements, making each interaction more appropriate and relevant.
- Personalize, personalize, personalize. Today's consumers demand personalized approaches in every transaction with brands. Therefore, making sure customers feel valued and understood involves tailoring interactions from marketing messages through product recommendations. Implementing personalized strategies at every touchpoint fosters loyalty and long-term relationships, ensuring that customers feel uniquely catered to and appreciated.
Joseph Passalacqua
With a strong skillset in SEO, digital marketing, and market research, as well as the willingness to go against the grain, try new things, and do whatever it takes to achieve their company's goals, Joseph has positioned Maid Sailors at the vanguard of the home cleaning industry. His company proudly serves major cities in 9 states with a blend of quality, reliability, and innovation.
“Running Maid Sailors has taught me that great customer experience is all about nailing the basics…”
We focus on really getting to know our clients' needs—every home is different. Our team is trained to pick up on these little details and adjust accordingly.
We're also big on quick responses. Nobody likes to be kept waiting. So, we make sure to get back to our clients or potential prospects promptly, no matter what they're reaching out about.
We've found that empowering our cleaning staff makes a huge difference. These are the people in our customers' homes, so we give them the training and authority to make on-the-spot decisions. It's a win-win—happier customers and more engaged employees.
Daniel Meursing
Daniel Meursing is the Founder and CEO of Premier Staff, with over 6 years of experience in staffing and project management. His focus is on developing his team and ensuring exceptional service for their clients. He aspires to make Premier Staff a trusted choice for event staffing nationwide, specializing in professional business events, celebratory parties, and more.
“Here are some practical and effective strategies we've implemented at Premier Staff to consistently wow our clients and staff alike…”
The Human Touch in a Digital World
In today's technology-driven landscape, it's easy to lose sight of the most crucial element in customer experience: the human connection. At Premier Staff, we've found that blending cutting-edge technology with a personal touch yields the best results.
For instance, when coordinating staffing for high-profile events like the Oscars or exclusive brand activations for luxury brands such as Ferrari and Louis Vuitton, we leverage our advanced staffing app to efficiently match the right talent to each role.
However, we never underestimate the power of personal interaction. Our senior directors take the time to hand-pick team leaders for these events, ensuring a perfect fit not just in skills, but in personality and cultural alignment.
This approach has led to consistently positive feedback from our clients. As one luxury brand manager put it, "It's not just about having staff show up. Premier Staff brings people who truly enhance our brand experience."
Empowerment Breeds Excellence
One of the most effective ways we've found to improve customer experience is by empowering our team. We've implemented a unique Captain Development program that allows every team member, regardless of their starting position, to grow into leadership roles.
This strategy has paid dividends in unexpected ways. During a recent Formula 1 event in Las Vegas, where we were staffing for a major automotive client, our on-site team noticed some logistical gaps in the client's plan. Because our staff felt empowered and invested in the event's success, they proactively stepped in to manage inventory, organize vendor meals, and handle other behind-the-scenes details that weren't originally in our scope.
The client was blown away by our team's initiative and problem-solving skills. As they told us afterward, "Your team didn't just staff our event; they saved it."
Consistency is Key
In the world of event staffing, where every gig can be dramatically different from the last, maintaining consistency in service quality is a significant challenge. We've tackled this by standardizing our training and onboarding processes, regardless of the event type or client.
Every staff member, from entry-level to management, goes through our comprehensive training program. This ensures that whether we're staffing an intimate birthday party for a Hollywood legend or a large-scale university event, our clients can expect the same level of professionalism and service excellence.
A senior event planner we work with regularly commented, "What sets Premier Staff apart is their consistency. No matter the scale or nature of the event, I know I can count on their team to deliver."
Feedback: The Growth Engine
Lastly, we've found that actively seeking and acting on feedback is crucial for continually improving customer experience. We're in the process of implementing a new app-based feedback system that will allow clients to provide real-time input on our services.
This constant loop of feedback and improvement has helped us stay ahead of client needs. For example, when we noticed a trend in clients requesting staff with specific language skills for international events, we quickly adapted our recruitment and training processes to meet this demand.
In conclusion, improving customer experience is an ongoing journey. It requires a commitment to personal connection, employee empowerment, consistency in service, and a willingness to continuously evolve based on feedback. By focusing on these areas, businesses can create memorable experiences that keep customers coming back.
Mike Chappell
Mike Chappell is an entrepreneur with more than ten years of experience and the co-founder and CEO of FormsPal, a company that makes it easy to create various contracts and agreements at a fraction of a price by providing free fillable legal forms and simple step-by-step tools online.
“Improving customer experience starts with understanding your customers' needs and expectations…”
Regularly seek their feedback through surveys and direct communication. This helps identify pain points and areas for improvement.
Another practical method is to ensure your customer support is easily accessible and responsive. Train your support team to be empathetic and solution-oriented. Quick, helpful responses build trust and satisfaction.
Personalization is also key. Use customer data to tailor interactions and recommendations. When customers feel understood and valued, their loyalty increases.
Simplifying processes is crucial. Make sure your website, forms, communication channels are user-friendly. Streamlined, intuitive experiences reduce frustration and improve overall satisfaction.
Finally, continuously innovate and adapt. Stay updated with the latest technology and trends to enhance the customer journey. Investing in user-friendly tools and platforms can significantly elevate the experience.
Dylan Cleppe
Dylan Cleppe is passionate about helping people. He has worked in customer service for over 20 years in a broad spectrum of industries and environments. He’s led his own company for over 20 years. His long-term goal is to further OneStop Northwest LLC (acquired OneStop Solutions LLC) and see it to its full potential.
“Here are some practical and effective ways to improve customer experience…”
We monitor customer feedback daily across channels and address any concerns promptly. Responding quickly shows customers we value them, often turning a negative experience into a positive one.
For example, a customer complained on social media about a delayed delivery. We apologized, provided a refund and coupon, and the customer shifted to praising our customer service.
We invest in ongoing staff training, focusing on empathy, active listening, and problem-solving. Staff who feel valued deliver better service. After revising our training program, our customer satisfaction scores increased over 20% last quarter.
We analyze metrics like average handle time, sales per customer, and churn rate to identify opportunities to enhance the experience. For instance, data showed customers preferred our chat support over phone, so we expanded chat hours, boosting satisfaction 8%.
We simplify processes using technology and remove pain points. For example, an automated SMS update system reduced confusion over order statuses, decreasing calls by 12% in 2 months. Continuous improvement and innovation are key to delivering a seamless experience.
Mike Falahee
Mike Falaee, President of Marygrove, is an entrepreneur who has scaled multiple companies past 7 figures in yearly revenue. He always emphasizes customer retention and enhancing their experience to grow the brand. He enjoys giving back to his community through charitable giving and unique sponsorships.
“With aesthetic graphics and client testimonials, onboarding new clients in an awnings-based business becomes quite easy…”
When it comes to the pricing part, a few loopholes that add up to the hidden cost might turn down your customer expectations. Providing vague estimates without a proper breakdown of cost often leads customers to panic a bit, or there are instances when after the entire installation process, higher charges for the same are demanded. No customer likes this, and you might lose your loyal customer to your competition, forever.
This is something nobody wants, which is why being specific and clear about cost breakdown, and maintaining utmost transparency about all other additional charges like installation and repairs is a must. In addition to this, when you provide proactive updates about the installation of awnings and further processes, the customer can breathe a sigh of relief.
Our business understands how important it is to communicate correctly and in the most transparent manner. We train all our teams, to provide a greater assurance, with apt measurement pieces of evidence with our handing over report, to ensure nothing was overcharged. As a result, you maintain a long-term relationship with the customer, from thereon.
Lastly, your after-sales services and how you communicate throughout take the entire customer experience to the next level.
Sunaree Komolchomalee
Sunaree is the Head Of Human Resources at Cupid PR, a digital PR agency. They specialize in crafting top-tier, squeaky-clean backlinks for brands and agencies worldwide.
“The single most important thing a company can do to improve customer experience is to make it easy for customers to get their issues resolved…”
Nothing is more frustrating for a customer than being bounced around from department to department, repeating the same information over and over, just to try to get a simple problem fixed.
The best companies empower their front-line employees to take ownership of customer issues. They give them the authority, training, and information access they need to resolve problems quickly and effectively, without endless transfers and callbacks.
For example, at one company I worked with, we implemented a system where any customer service agent could immediately escalate chronic issues to a specialized team who could take over resolving them. This dramatically reduced customer effort and improved satisfaction.
The key is to look at your business processes from the outside in, through the customers’ eyes. Identify pain points and areas of friction, and then give employees the tools to smooth out the experience. Make it easy for customers to get help, and they'll keep coming back.
Charles Veprek
Charles leverages over a decade of experience in IT asset disposition (ITAD) and electronics recycling. He leads a dedicated team focused on providing seamless service delivery from onsite data destruction to environmentally responsible disposal of electronic waste. Under his guidance, ITAMG excels in transforming decommissioned IT equipment into recovered value, ensuring all processes meet stringent data security and recycling certifications.
“One of the best practices I always recommend to improve customer experience is to put yourself in your customers' shoes…”
Really try to understand their perspectives and priorities. Once you do, you'll be much better equipped to anticipate their needs and deliver experiences that exceed their expectations.
For example, when we were redesigning our website a few years ago, we brought actual customers into our office and had them walk through their experiences on the existing site while sharing their thoughts. It was eye-opening.
We had been making a lot of assumptions that turned out to be off the mark. By listening to our customers firsthand, we were able to make changes that transformed the site into a much more user-friendly and helpful resource for them.
Alan Senejani
Alan is the co-founder of LVL Music Academy and is deeply passionate about music and dedicated to helping others achieve their goals in the field. With expertise in repairing violins and providing high-quality musical instruments, he assists aspiring musicians, particularly those interested in violin, cello, and piano, in honing their craft and accessing top-tier education at the premier music school in Singapore.
“The most practical and effective ways to improve customer experience are…”
- Offer a Unique Perspective: Drawing parallels between the world of music and customer service, personalized experiences play a pivotal role in both. At LVL Music Academy, we prioritize personalized guidance, and this philosophy can be translated to enhance customer interactions, creating a harmonious and enriching customer experience.
- Showcase Success Stories: At LVL Music Academy, personalized attention has significantly improved the student experience. By sharing real-life success stories, I can effectively demonstrate the impact of tailored experiences on overall satisfaction, providing tangible examples of how personalized approaches elevate customer experience.
- Highlight Cross-Disciplinary Skills: My background in repairing violins has honed my attention to detail and problem-solving skills, directly transferable to enhancing the customer experience. By showcasing how diverse expertise can be applied, I can provide a fresh and innovative approach to improving customer experience.
- Incorporate Interactive Elements: Leveraging my experience in guiding musicians towards achieving their goals, I can propose interactive and engaging ways to improve customer experience, such as organizing customer workshops inspired by music education methodologies to create an immersive and memorable experience for customers.
Sean Clough
Sean Clough is the Principal at Harmony Lab and Safety Supplies, a leading provider of laboratory and safety equipment to various industries, based in California. With over 20 years of experience in the field, Sean has established himself as a trusted expert in lab and safety solutions.
“I’ve found that improving customer experience often comes down to the basics…”
First and foremost, we focus on truly listening to our customers. We regularly conduct surveys and follow-up calls to understand their needs and pain points. This feedback has led to significant improvements in our product offerings and service delivery.
Another effective strategy we've implemented is personalizing our interactions. We've trained our team to remember details about our regular customers, like their preferred products or specific lab requirements. This personal touch goes a long way in building loyalty.
We've also invested in streamlining our ordering process. Our website now features an easy-to-use interface, and we've simplified our checkout process. This has reduced cart abandonment and increased customer satisfaction.
Additionally, we've put a strong emphasis on after-sales support. We provide detailed product guides, offer free technical consultations, and have a responsive customer service team. This ensures our customers feel supported long after they've made a purchase.
Lastly, we strive for transparency in all our dealings. We clearly communicate our pricing, shipping times, and any potential delays. This honesty builds trust and sets realistic expectations, which we've found to be key in maintaining positive customer relationships.
Joe Amaral
Joe Amaral is the Founder of Anthem Software.
“As the founder of a digital marketing agency, I focus on data-driven ways to enhance customer experience…”
We use chatbots and live chat to connect with customers in real time, providing prompt responses 24/7. This gives customers flexibility and saves time, reducing inquiries by up to 50% for some clients.
We create video tutorials and how-to guides for our clients' websites. These self-help resources answer common questions, reducing workload for customer service teams.
My agency also monitors online reviews and responds within 12 hours. Quick, caring responses, whether through chatbots or staff, show customers we value their time and feedback.
We encourage clients to offer generous return policies, usually 60-90 days. This gives customers confidence to buy, increasing conversions up to 30% for some.
We also recommend guarantees on higher-priced products to reduce perceived risk. These simple strategies build trust, win loyalty and boost revenue.
Hagan Kappler
Hagan Kappler is the CEO of Daisy Co. At Daisy, their vision is to bring positivity and joy to customers through technology in their homes and offices. They aim to be the strongest national brand in technology support, offering clear, simple solutions. By partnering with the best home automation companies and top entrepreneurs, they strive to provide wildly simple solutions and unwavering support to their customers.
“Focusing on customer experience is key to success…”
Proactively checking in on customers after installation and providing education on how to fully utilize their new smart home systems has been hugely impactful. Customers feel supported and are able to get the most out of their investment. We've seen customer satisfaction and retention rates increase by over 30% as a result.
Streamlining communication and the customer journey also makes a big difference. Implementing a centralized customer service portal where customers can easily access support, pay bills, schedule service and more has reduced call volume and empowered customers to self-serve when needed.
Making customer experience a company-wide priority and incentivizing employees to provide exceptional service at every touchpoint leads to the best results. At Daisy Co., customer experience scores directly impact employee compensation and bonuses. This alignment and shared vision has been instrumental in transforming our customer experience.
Nicole Farber
Nicole Farber is the CEO of ENX2 Legal Marketing.
“As the CEO of ENX2 Legal Marketing, improving customer experience is my top priority…”
We regularly survey our clients to gain valuable feedback on their needs and pain points. This helps us optimize our services and communication to exceed expectations.
For example, several clients requested monthly updates and performance reports. We now provide comprehensive reports via our client portal along with quarterly business reviews.
We invest heavily in professional development for our team. Weekly training sessions sharpen skills like project management, content creation, and analytics.
Our staff stay up-to-date with the latest digital marketing strategies to better serve our clients. When clients contact us, they speak with knowledgeable professionals who understand their business and marketing objectives.
Streamlining internal processes boosts our productivity and response times. We automated several administrative tasks, which reduced turnaround on requests from 3-5 days to just 1-2 days.
Clients now receive proposals, content drafts, and campaign results faster. Continuous improvement of systems and software also minimizes errors and maximizes uptime so clients have uninterrupted access to our services.
Matt Henderson
Matt Henderson is a co-owner of Nesta Systems.
“Improving customer experience starts with understanding your customers…”
Conduct surveys, focus groups and analyze data from your website analytics and CRM to determine what your customers value most.
For example, one of our clients discovered that their customers valued convenience, quality, and competitive pricing. We worked with them to optimize their website for an easy shopping experience, offering loyalty programs and price matching to meet customer needs. Their Net Promoter Score rose by 32% as a result.
Invest in your team's soft skills like empathy, communication, and problem-solving. Well-trained staff that can resolve issues, provide expertise and engage with customers in a genuine, personalized way are key to a positive experience. Offer ongoing coaching and education for your team.
Use technology to facilitate seamless transactions and personalized interactions. Chatbots, account dashboards, subscription services, and integrated systems allow you to provide relevant recommendations and tailor communications for each customer.
However, never lose the human touch—combine automation with real conversations. Focus on the customer experience in everything you do.
Gabriel Lukov
Gabriel Lukov is the Head of Inbound Growth at Businessmap, where he drives enterprise agility through innovative strategies and a commitment to continuous improvement and honest communication.
“As the Head of Inbound Growth at Businessmap, I spend a significant portion of my time innovating strategies to improve the customer experience…”
I believe that the customer journey is the backbone of any successful inbound growth strategy.
- Personalization is key: Decoding customer behavior using analytics helps tailor experiences based on individual preferences, which can significantly enhance the user journey.
- Fast, efficient resolution: Training your team to resolve customer issues swiftly and effectively can boost customer satisfaction and loyalty.
- Open, timely communication: Keeping the customer informed at every stage of their journey can improve trust and initiate fruitful conversations.
- Act on feedback: Customer feedback, both positive and negative, should be used as a roadmap to improving services.
- Enhance the onboarding process: A well-structured onboarding process can reduce churn rates and increase overall user satisfaction.
Remember, the key to improving the customer experience lies in constant iteration and agility.
Alexander Brandrup
Alexander Brandrup is the Plant Ambassador and Founder of the e-commerce company, Neurogan.
“In my career, I have successfully brought over 1,000 products to the mass market's attention…”
While this is something I take pride in, I also recognize this is only the first step in maximizing a customer's impression and experience with what my company has to offer.
I have learned the most effective way to improve customer experience is to treat my clients the exact way I like to be treated when on an e-commerce site or speaking to a customer service rep on the phone. At the end of the day, no matter what position one holds at their job, we all become customers ourselves.
Like me, modern customers want an enriching, yet not time-consuming, shopping experience if possible. Aesthetically pleasing and straightforward web design, images, and product descriptions will effectively hold the attention span of tech-savvy shoppers.
I have also learned that maximizing a customer's experience includes offering them an opportunity to voice their opinion (both good and bad). After all, "experience" should not only be relegated to shopping itself. It should include a multi-faceted perspective from the ease of site navigation across devices (mobile vs. laptop), ways our products exceeded or did not meet their needs, etc.
In all ways, for a customer to have profitable and enjoyable interactions while shopping, vendors must establish trust and brand credibility. This is ultimately achieved with subject matter expertise, stellar customer service, and personalized shopping experiences that are timely and accurate.
Mike Szczesny
Mike Szczesny is the Owner & Vice President of EDCO Awards and Specialties, a premier supplier of corporate recognition products, branded merchandise, and athletic awards on the internet. Their company specializes in manufacturing crystal & acrylic awards, trophies, banners, and promotional products.
“The most practical and effective ways to improve customer experience are to focus on understanding customer needs, empowering employees, and constantly gathering feedback…”
The key is to make the customer the hero of their own story.
Empathy is crucial. Take the time to truly understand who your customers are and what motivates them.
Go beyond demographics to uncover their real hopes, frustrations, and desires. With this insight, you can anticipate needs and identify pain points to resolve. Role-play different scenarios to ensure the customer journey is smooth.
Next, empower your employees with the tools, training, and authority to deliver exceptional service. Trust them to use good judgment to resolve issues.
Satisfied employees lead to satisfied customers. Celebrate wins and encourage creative solutions.
Finally, listen actively to customer feedback across every channel. Surveys, reviews, and social media present golden opportunities to improve.
Take action on constructive criticism. Close the loop by following up with dissatisfied customers. Show them you are committed to their experience.
The bottom line is that improving customer experience takes dedicated focus and continuous effort. Keep the customer at the heart of all you do, and let that guide you.
Chris Stevenson
With a comprehensive background spanning over 15 years in the roofing and construction industry, Chris Stevenson brings a remarkable depth of expertise to his role as Sales Manager and Business Developer at 730 South Exteriors. His extensive and valuable experience, coupled with an entrepreneurial mindset, equips him with a unique skill set that propels the company forward.
“Here's how I, a professional roofer, can help improve customer experience…”
Before the Job
- Clear Communication: I'd ensure clear communication from the get-go. This means providing a detailed estimate outlining the scope of work, materials, timeline, and cost breakdown. I'd also be available to answer any questions the customer has in a timely and patient manner.
- Setting Expectations: I'd manage expectations by explaining the roofing process thoroughly. This would include potential disruptions like noise or mess, and how I will mitigate them.
- Transparency: I'd be upfront about any potential issues that may arise during the project, along with solutions.
During the Job
- Professionalism: My crew and I would maintain a professional demeanor throughout the project. This includes being respectful of the customer's property, cleaning up after ourselves daily, and dressing appropriately.
- Safety First: Safety is paramount. I would always prioritize the safety of my crew and the homeowner. This would involve using proper safety gear and adhering to all building codes and regulations.
- Daily Updates: I'd keep the customer informed of the progress each day. This could be done through phone calls, text messages, or emails.
After the Job
- Quality Assurance: I would conduct a thorough inspection of the completed work to ensure it meets the highest quality standards.
- Warranty: I'd provide a clear and comprehensive warranty on the workmanship and materials used.
- Feedback: I'd follow up with the customer after the project is completed to see if they are satisfied and address any concerns they may have.
By following these steps, I can ensure that my customers have a positive experience from start to finish. This will not only lead to repeat business but also generate positive word-of-mouth referrals.
Josh Qian
Josh Qian is the COO and Co-Founder of Bestonlinecabinets, an innovative online platform celebrated for its high-quality kitchen cabinets. Bestonlinecabinets offers a wide range of cabinetry options, from traditional Ready-To-Assemble (RTA) cabinets to specialized Semi-Custom Cabinetry, providing affordable and customizable solutions for both homeowners and professional clients.
“We've embedded a customer-first mindset across every function of our organization, from product development to service delivery…”
This manifests in relentless efforts to understand our customers' evolving needs, pain points, and preferences through comprehensive survey data, ethnographic research, and real-time feedback mechanisms.
Another initiative has been streamlining our online ordering and fulfillment processes. We've invested heavily in intuitive e-commerce platforms, user-friendly design tools, and efficient logistics to ensure a seamless customer journey from initial browsing to final cabinet installation. Proactive communication throughout the order lifecycle, with clear delivery timelines and order status updates, has helped set and exceed customer expectations.
Equally important has been our focus on building a knowledgeable and empathetic customer support team. Our representatives undergo extensive training on our product offerings, effective conflict resolution, and active listening techniques. This enables them to quickly address customer queries, troubleshoot issues, and provide personalized guidance, creating a positive, trust-building experience.
Rachel Voss
Rachel Voss is the Owner of Voss Salon.
“As the founder of Voss Salon, I focus on creating memorable in-salon experiences…”
We engage customers through friendly conversations, offer complimentary drinks, and play their favorite music. This personal touch and attention to detail builds loyalty and word-of-mouth marketing.
We invest heavily in ongoing education and training for stylists. Skilled, passionate stylists provide high-quality services, ensuring each client leaves satisfied and excited to return.
We also survey customers regularly and make improvements based on their feedback. For example, we recently added more flattering lighting and comfortable seating based on customer requests.
We use social media to stay connected with clients in between salon visits. Sharing helpful hair tips, trends and behind-the-scenes footage gives people glimpses into the Voss lifestyle they’ve come to enjoy.
Clients also receive exclusive promotions on Instagram, strengthening our relationship and driving repeat business. Focusing on the human experience through genuine interactions and tailored touches has been key to Voss Salon’s success.
Parker Warren
Parker Warren is the CEO of PWA Media.
“To succeed in business, improving customer experience is very crucial…”
This problem can be solved by personalization, and it involves tailoring interactions and offerings to match individual customer preferences and behaviors. To increase participation and satisfaction, companies can take advantage of data analysis, through which they can give precise recommendations as well as create personalized messages that could engage their customers in a better way.
In the same vein, efficient response times are just as critical. Answering client questions on time using different platforms such as live chats or clear email replies shows concern and attentiveness.
More so, proactive communication throughout the buyer journey from purchase confirmation emails to service information helps manage expectations while building trust, hence contributing to an all-round positive encounter.
Moreover, incorporating robust feedback channels enables businesses to gather insights at each touchpoint. Companies actively seek out consumer feelings on their products and services before merging them into any new improvements to their products or transactions with customers just to indicate that they value them more than anything else.
These combined efforts create a foundation for delivering exceptional customer experiences that drive loyalty, advocacy, and sustained business growth.
Guy Leon
Guy Leon is the founder and CEO of betterweb.ai, a trailblazing platform dedicated to revolutionizing web accessibility and performance through cutting-edge AI technology.
“Optimizing the customer experience drives both revenue growth and brand loyalty for any business…”
As CEO of betterweb.ai, I focus on enhancing user experience through accessibility and performance solutions. By streamlining the user journey and removing pain points, we've boosted client revenue and traffic up to 40%.
Providing multiple contact options, like live chat, email and phone support empowers customers to choose their preferred channel. Responding within 30 minutes, even on weekends, builds trust that we value each customer's time. Monitoring reviews and addressing issues promptly turns complaints into opportunities to strengthen loyalty.
Community outreach and local event sponsorships create goodwill. Donating products, services or expertise to support local causes fuels growth in unexpected ways.
One client saw web traffic increase 23% and revenue climb 15% after sponsoring a neighborhood festival. Giving back to the communities we serve is key.
Offering generous return policies and guarantees also builds confidence, especially for larger purchases. Extending the standard 14-30 day return window to 60-365 days gives customers peace of mind to make a risk-free commitment. The increased flexibility and trust in the brand experience frequently turns into repeat customers and word-of-mouth referrals.
Ryan Carrigan
Ryan Carrigan is the founder of moveBuddha, an innovative platform transforming the moving industry. Since its inception 9 years ago, moveBuddha has helped over 400,000 individuals annually in facilitating seamless relocations. Their goal is to ease the inevitable stress of moving, and turning it into an easier, hassle-free experience.
“Businesses dealing with customers know that the customer is king/queen, and ensuring they have a positive experience is key…”
As a business owner and someone working in the moving industry, I know that keeping every customer happy is challenging, but it can be done.
Moving can be stressful, and most people hate the idea, so it is up to us to ensure their experience with us is helpful, easy, and hassle-free.
Improving customer experience relies on factoring in multiple practices like tailoring interactions to be more personal and being transparent about costs, timelines, and potential challenges.
However, this is only one aspect of customer service. You will also need to be proactive in your communications. Don’t wait for the customer to reach out; you should always focus on keeping your customers informed throughout the entire process, from beginning to end.
Strategies that those in the moving industry can look at include offering free estimates and consultations, streamlining the booking process (making it as user-friendly as possible) with online bookings, offering packing and unpacking services (for those who are not already offering this perk), and offering additional services like storage, cleaning, checklists, or packing tips.
Improving customer experience is an ongoing process that consists of consistent effort toward placing your customers first. But, the happier the customer the more your business will thrive.
Automation plays an important role across many business functions, including #CX. Head over to the CallMiner blog for a breakdown of top benefits, such as:
— CallMiner, Inc. (@CallMiner) August 21, 2024
✅ Delivering timely support to customers
✅ Improving brand experiences
✅ Driving personalization
And more! ⬇️
In today’s world, data-driven insights are key to improving customer experience. CallMiner is a conversation intelligence solution that monitors and analyzes 100% of customer interactions, providing insight into what your customers say—and what they don’t say. Using this data to drive decision-making enables companies to craft a perfect customer experience perfectly tailored to their customers’ wants and needs. Request a demo today to learn how CallMiner can help you transform your CX.
Frequently asked questions
What is a customer experience strategy?
A customer experience strategy is a comprehensive plan that aligns a company’s processes and resources to deliver a consistent and positive customer experience at every interaction. It involves understanding customer needs, mapping the customer journey, and implementing initiatives that enhance satisfaction, engagement, and loyalty.
What are the tools to improve customer experience?
Tools to improve customer experience include customer feedback platforms, CRM systems, customer journey mapping tools, live chat software, and analytics platforms. These tools help gather insights, streamline communication, personalize interactions, and measure the effectiveness of CX initiatives.
What defines a good customer experience?
A good customer experience is defined by seamless, efficient, and personalized interactions that meet or exceed customer expectations. It involves clear communication, quick resolution of issues, easy access to information, and a sense of value and appreciation from the company.
What drives good customer experience?
Good customer experience is driven by a deep understanding of customer needs, proactive problem-solving, and consistent delivery of value. Engaged employees, effective communication, and a strong commitment to customer satisfaction are essential components that drive a positive CX.
