It’s time for Halloween; the kids in my locality have already started preparing for the day. From monster costumes, and scary ghosts to skeleton outfits all can be seen in the nearby markets and shopping malls. I remember the Halloween nights of the 2000s when we used to get ready and run out of our houses in groups to collect candies. Kids who used to stay later in the night for the candy collection were the ones who had the most of them.
I always used to plan on staying out late in the night with my friends to have hands-on candies but unfortunately, due to one or the other reasons, my plan always failed. The reasons typically included – fog machines, dark nights, and the fear of seeing witches and zombies crawling in the nearby gardens. Suddenly, Halloween was no more fun for me. The experience of joy and contentment used to vanish with Halloween mid-night. I always ended my Halloween nights with an empty bowl of candy and tears in my eyes.
Customer Experience Technology – Digital Transformation Era
How Customer Experience can be related to a Halloween Night?
Often the digital experience that we provide to our customers can be like the deadly fear of the kids on Halloween night. The customer experience journey can start on a fun note but usually end up in a ditch with stale and rotten memories surrounding it.
In my opinion, those of us who learn to surpass the entire Halloween nightmares are the ones who are truly able to gather memories to be cherished every year. A similar concept applies to the customer experience industry where the customers are like kids wandering for the bigger share of the candy and end up with an empty bowl, i.e., a poor experience.
CX Technology for Amazing Client Experience
Clients expect instant services and resolution to their queries. Any delay in the aforesaid statement might lead to the customers defecting to the competition and you dive into a business full of losses. Since client experience is the lifeblood of any business, it becomes imperative for organizations to focus more on the bigger outcome – ‘Customer Satisfaction.’
So, this Halloween let’s stop spooking our clients and celebrate it with a nightmare-free mind. Here are a few lessons that Halloween teaches us about Client Customer Experience:
- Stop irritating your customers: Creating a great seamless customer experience can be a tough task but with the right CX Strategies in place, it can be a cakewalk for organizations. There is a very thin line between a good and bad customer experience. To assure that you don’t land into a pit full of bad word of mouth it is very important for you to incorporate agile technology along with an intelligent business tool. This will help you to understand the need of your customers so that you deliver long-lasting memories with excellent service on time. So, organizations should stop acting like a witch on Halloween when talking to kids (customers) and listen to them closely to understand their requirements and pain points, thence delivering the service that they are craving.
- Don’t let the bad word of mouth overshadow your business: Well, we all know that running a business can have few risks. And, negative word of mouth is one such risk that every business today has been encountering in terms of poor customer experience. The secret behind every successful business is its capability to differentiate itself from the competition and to provide its customers with the overwhelming attention that today’s customer seeks from their service providers. Hence, organizations should be proactive in taking actual feedback from their customers via communications sent to them and addressing those issues mentioned in the feedback. This will further reduce any chances of bad word of mouth and let your organization flourish.
- Keep the excellence in CX alive: Providing seamless customer experience not only helps brands in reviving their customer relationship management game but at the same time brings in more loyal customers. Customer experience directly impacts the ability of a customer to be a loyal brand advocate. And, organizations that deliver consistent and relevant experiences throughout the customer journey are the ones witnessing higher customer satisfaction rates. Thus, keeping the customer experience alive should be one of the major goals for organizations, and achieving it with an agile customer experience technology that provides the right mix of contextual communications and interactivity can be a true game changer.
- Start focusing on your analytics tool: Data analytics is one of the most important aspects of every sector, be it banking, insurance, utility, hospitality, etc. Flooding your business with analytics and not analyzing those data can be one of the major downturns. Since hyper-connected customers expect super-fast service; it becomes imperative for businesses to provide proactive services, which is only possible with a smart analytics tool. With the help of the tool, organizations can track customers’ behavior, analyze it and accordingly deliver intelligent outcomes.
So, this Halloween let’s stop tricking our customers by neglecting their needs and blow their minds by treating them with an exemplary experience!