Attention Economics – a term that refers to the approach towards management of information in which a human/customer is treated efficiently by incorporating all the concerns. In this, attention acts as a resource that needs to be assigned to each customer for the good of the business.
The question is, how ‘attention economics’ relates to customer experience and the success of the business?
In this digital space, a person comes up with a plenitude of choices at each step of the customer lifecycle. With varying interests, lifestyles, requirements of customers, as a business, it is crucial to ensure a long-protracted experience. If it is not the case, your business is highly likely to diminish with no warnings.
Another perspective, the availability of products and their information has become online. Social media networking platforms are rapid in information access and marketing. To ensure an enhanced customer experience, businesses are striving to deliver better than their competitors. One point to understand is, customer experience management has become the key strategy when it comes to securing business success.
What is Customer Experience?
Customer experience refers to the delegation with the customers to provide them enhanced services, support, and value to assure an effortless experience throughout the customer lifecycle.
In other words, customer experience is the subjective or internal response from customers that they get after direct or indirect interaction with the company. Generally, direct contact with the company occurs when the customer purchases some product, use it, or query about it. Customer service in any form, maybe through call or an email also lies in the category of direct contact with the company. On the other hand, indirect contact with the company occurs when a company represents its products or services through branding on social media or through any other medium such as newspaper, advertisements, criticism, posts, reviews, etc.
The secret of excellent customer experience does not lie in the number of products, services, or features offered by the company. However, it depends on the optimization and the development from a customer-centric approach. Businesses need to be vigilant while providing services to customers. The reason is that the customer experience describes the success of the business due to the major attributes that are directly proportional to it. For instance, an optimized customer experience gives wings to enhance customer satisfaction, firm brand reputation/image and ultimately increases sales and business revenue.
Customer Service Values
Prioritizing customer service values over everything else is a move that paves the road to business success. Customer service core values highlight the customer-centric approach towards providing enhanced services to each customer. For this, providing highly tailored and personalized services tends to contribute to retaining customers.
Below are some core customer service values that businesses can employ to promise an excellent customer experience with customers;
1. Knowledge of Customer Intent
Customer service support agents in an organization must have complete knowledge of understanding customer intent. Through customer queries, support agents should be trained to determine the customer interests and accordingly provide them services they are looking for. This increases customer satisfaction as well as streamlines the sales funnel process.
2. Be Concerned
Show that you are highly concerned about the needs of your customer and truly mean it. Customer loyalty is crucially important that demand trust as well as the comfort of the customer with your brand. In this, the art of conversation plays a critical role that simulates the interactions and ultimately contributes to enhanced customer service.
3. Employ Customer-first Approach
Instead of giving more attention to your business, make sure that you prioritize the interests of your customers. Business revenue will automatically grow if a customer is satisfied and you are attaining a consistent brand image in the market.
4. Design Customer Service SOPs
To grow an enhanced customer experience demands a consistent and smooth approach from the businesses. For this, it is important to design the infrastructure of customer service and support based on certain SOPs. The employees should be trained properly against those SOPs to provide each customer accordingly and enhance brand reputation.
5. Train your Employees
Employees should be trained to evolve with the passage of time, experience, and changing customer needs. Customers want a solution that fits their operational infrastructure. Customer support agents should be trained to deal with the queries of customers and address their concerns in the best possible way. Dynamic decision making and establishing the customer case is the ultimate requirement. Customer service agents should be trained to develop a customized solution for the lead and present the framework that particularly addresses customer needs and concerns.
Also Read: 4 Useful Business Tools That Are Giving Wings to Small Businesses
Elements of Customer Experience Strategy
To rationalize customer experience, it is important to be aware of the elements or we can say the aspects that directly impact the customer’s thoughts. For this purpose, identification of the attributes that immediately relate to customers should be taken into consideration. To enhance the customer experience, the following are some elements to be taken into account;
Ease of access
For customers, one of the important elements is to ensure ease of access for the customers. Whether it is to access the product, service, or website, make sure that the interface is user-friendly.
Customer Support
Customers should be able to get 24/7 support to get their issues resolved immediately
Personalization
The solution provided to the customer should align with customer needs as well as preferences
Conclusion
Customer experience is the foremost attribute that defines the success of any business. A satisfied clientele-base is likely to add to the brand reputation. From development to marketing and customer support to sales, customer experience is an aspect that should be incorporated in each phase. Today, potential businesses are making more profits just because of the customer support and experience they give to their customers. Whether it corresponds to the performance of a system, development or the design of it, each phase should cover the flavor of optimized customer experience in order to gain ground in the market.
Also Read: 8 Ways to Increase Sales Using CRM
