We find countless articles that deal with Customer Experience in terms of measurement without taking into account that customer experience is generated by people. People are at the base of the entire customer experience journey, from the design of the service or product, the customer journey, to the moments of interaction. Moments of interaction are the key to generating an experience that the customer recognizes as satisfactory on all levels.
It is precisely the contact, the interaction, the relationship that is established with other people that transforms a neutral or indifferent experience into a special and pleasant experience.
Therefore, people within companies who have direct contact with customers, either by phone or in person, are the most determining factor in creating relevant experiences in the emotional memory of our customers.
Within customer experience studies, whether through online or telephone surveys, it is important to reserve a section to find out what relational experience we provide to our customers.
If the results are not positive, it is advisable to consider actions that nigeria phone number the experience and promote the connection with our brand.
How can we ensure that we create a special moment every time our staff interacts with a customer?
Allow your staff to be themselves , to be authentic : customer service is transmitted not only with words but with attitude.
How to create this attitude:
Select and train your staff to enjoy the relationship with the customer. This will generate a feeling of welcome and the desire to have another contact with our brand. This is:
Focus on exceeding expectations; create details, big and small, to make your client feel valued.
Anticipate their needs, be empathetic.
Involve them in your brand values : values must be reflected in everything you do, taking care of the spirit and energy of the relationship and the sales space.
Receive their feedback : take into account their ideas, opinions and concerns.
Introducing these three changes strengthens the sense of belonging, participation and involvement in the brand's vision and mission. In this way, staff become our first and most important customers. They must be the first prescribers and feel proud of belonging to the company. If this does not happen, the end customer experience will be negative or neutral and the measurement will be of no use.
And what skills should we train our staff in to generate “experiences”?
Diagnose: being able to decipher non-verbal behavior to reach the client's needs
Listening: Listening doesn't mean hearing. Listen actively to the customer without giving them a pre-made script or deciding what the customer needs without listening to them.
Asking: Asking is an art in itself, asking the right question at the right time can gain the customer's trust.
Empathy : Feeling what the client needs and what solution you can provide.
These skills enhance Binding Experiences for brands, generate positive relationships with customers and foster a climate of authenticity within the company.
The magic of creating an Experience that maintains the loyalty of our customers combines three ingredients: product/service, the store/website but above all our staff.