The customer is king – whether you like it or not. Customers can either bring success to your company or bring you down by going with your competitor. In these highly competitive times, the focus has shifted to the customer experience. Take a look at local e-commerce websites such as Lazada, Zalora, Fashion Valet for instance on how they leverage the customer experience. Here, we have compiled a few strategies to further strengthen your business customer service experience.
1. Set up Customer experience analytics
The best thing you can do for your customers is to get to know them through what they do versus what they say by tracking the behaviour-based analytics and take action from there.
Additional tip: There is a lot of behaviour-based web personalisation platform that helps you to track and respond to user behaviour in real time and proactively offering great service. So you can react to customer complaints before it is too late.
2. Personalise your packaging
Whether you ship a physical product with packaging or simply a receipt, take an extra minute or two to personalise it such as adding a short message. It sends the message to customers that they are seen and heard and their decision to give you their business is highly appreciated. Taking the time to connect with the customer on a personal level creates a bond between the user and the brand that they will remember.
Additional tip: This method or strategy is necessary during a trial period. Customers will remember the brand when the trial is over.
3. Give away free stuff
One of the easiest ways to make customers happy is to give them free stuff. But, there is a difference between giving away useless gift and providing customers with added bonuses that bring value to their life or to their business. Offering free products allows you to deepen the connections with customers thus increase credibility.
Additional tip: Free gift doesn’t mean it has to come in a physical way. For instance, you can offer free services such as free marketing guides or advice guide through your website.
4. Fix problems before they happen
One thing for sure that you need to do is to solve your customers’ problems before they realise that they exist. By staying one step ahead of the customer, not only you are able to proactively solve problems and create a seamless customer experience. Besides, you are able to plan your customer outreach and personalise it.
Additional tip: If you notice a problem with a particular user segment, you can pull their contact information and user history and incorporate that into a personalised email or in-app dynamic message. This allows you to remain in control of the user’s experience at all times.
5. Make the service convenient
Any customer demands a service that is convenient and user-friendly. Nothing is as convenient as going to a website for the second or third time and having the content, products or info that you’re looking for immediately made obvious and available.
Additional tip: Make your website easy for customers to build on past experience by highlighting previous purchases or interactions. It makes users feel valued and appreciated.
6. Fix the signup form
Sign up forms are often one of the first things you see when visiting a product page for the first time. A lengthy form can send potential users running in the opposite direction before you even get the chance to explain what your product does. Take time to re-evaluate your forms.
Additional tip: Ideally, with the help of new and existing users, try to incorporate their feedback to create a more efficient and comfortable experience. Split test multiple variations of signup form to finalise which one performs best for your audience.