A Guide to Measuring, Assessing & Executing Goals in Customer Experience (CX)

For successful businesses, customer experience is essentially at the forefront of their operations. What exactly does customer experience entail and why is it important for managers and business owners to make it a priority?

WHAT IS CUSTOMER EXPERIENCE?

Plenty of businesses have been talking about customer experience but what exactly does it mean? For one, it’s about interaction and the resulting overall feelings that customers has about the business, from the first point of contact with the customers to a commitment/purchase, and building their loyalty and retaining their business long term.

MANAGING CUSTOMER EXPERIENCE

Nowadays, there are customer experience specialists and managers who handle such aspects of the business as there are still those who confuse customer experience with customer service. In fact, customer service is only a single part of the entire customer experience. Managing customer experience starts on a larger scale. How can a business do so?

ASSESSING AND EXECUTING GOALS

Customers go through a journey, through which objectives should be made when wanting to provide quality customer experience. Consider how they feel in their journey as customers, along with what they do. This paves the way into opportunities to conduct customer research and find customer pain points for managers to act upon.

METRICS FOR CUSTOMER EXPERIENCE

The easiest way to measure customer experience is to simply ask. Feedback from customers will go a long way in assessing whether or not you’re providing quality customer experience. You can do so through live chat or follow-up emails. The most common way is to conduct surveys on what customers think about your business and its products and services and more.

The end goal in the grand scheme of events is to measure ROI coming from delivering excellent customer experience. Assessing the extent of how you’ve provided quality services to customers in conjunction with business results is easily the simplest way to do so. Observing and addressing your downfalls, where you lose customer/client loyalty, can make all the difference in your operations.

HOW TO DELIVER EXCELLENT CUSTOMER EXPERIENCE

Companies can start by having an expert in customer experience included in your customer service team. This involves creating a clear customer experience vision which allows you to communicate with the organization regarding what the business aims to do and how to fulfill customer needs. 

Understanding customers and creating an emotional connection showing concern with their needs, likes, dislikes, and more are key components that anyone communicating on behalf of your company should master. 

OUTSOURCING CUSTOMER SUPPORT

Many companies run into issues when creating a well-rounded customer experience plan, especially when attempting to train entry-level customer support agents (with high-turnover) that perform at sub-par levels. Outsourcing can be the lifeline resource that not only solves your customer experience and staffing problem, it saves businesses worldwide as much as $200k (or more) in annual payroll costs. Pac Biz Outsourcing provides businesses with agents and quality assurance managers and supervisors (included) to ensure your customer experience is performed at high levels. 

Many businesses start with Pac Biz customer support agents to supplement their local employees and find that our team outperforms. Our agents’ calls, chat and emails are audited and scored regularly by our Quality Assurance Team, holding them to a high standard. Pac Biz also only hires agents with prior experience.

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