From a billboard along the highway to stepping into a store, from an email with the latest products to a live chat with customer service, customer experience (CX) is the sum of all interactions a customer has with your company. Because these experiences -- both off-line and digital -- shape a customer’s perception of your brand and their likelihood to tell a friend about your organization, companies that build the best customer experiences are typically leaders in their industry.
Here are a few ways your firm can build the best customer experience.
Create the ideal customer experience
When you understand your customers and you’ve listened to their feedback, design the ideal customer experience. Walk through the entire digital buyer’s journey from start to finish and identify obvious pain points. Then design the ideal customer experience.
Enhance customer experience by going omnichannel
As customers increasingly expect to receive outstanding support across multiple channels, like phone, chat, and social media, one important way to build the best customer experience is to offer omnichannel customer service.
Establish a customer experience management program
Customer experience management (CEM) is the process of designing, managing, monitoring, and refining all customer touchpoints so they are consistent with each other and provide customers with an optimized experience. Creating a CEM program will allow your company to not just build the best customer experience, but regularly review, refine, and improve it going forward.
Know your customers
To build the best customer experience, you must know your customers. Who are they, what are they trying to accomplish, what questions do they have, and what frustrations are they experiencing? Based on putting yourself in their shoes, how can you help?
Let customers help themselves
Most modern customers want to be able to help themselves. After all, would you rather wait in line for an agent to answer your question, or would you rather search for and quickly find an answer? Deliver on your customers’ wishes by making as much information as possible available online. Build out your frequently asked questions (FAQ) page and publish user guides that provide step-by-step instructions.
Listen to your customers
Companies obsessed with customer experience make it easy for customers to provide feedback. And, just as importantly, they review and embrace the feedback provided by customers. To build the best customer experience, regularly review all customer feedback and use it to guide improvements that matter the most to your customers.
How NICE can help you build the best customer experience.
Savvy businesses recognize the value of delivering exceptional customer experience. They know that by building the best customer experience, they can generate more revenue, improve customer loyalty, and reduce customer churn. Engage your customers by offering digital-first omnichannel experiences.
Related resources
Any digital channel
Your customers are trying to reach you for service on digital channels – even if you’re not there yet. How many SMS text messages go to your call center phone number with no response? Who’s trying to find you on Facebook, Twitter, or WhatsApp and not finding you? Now with CXone it is easy to provide digital-first omnichannel service in all the channels your customers expect.
Personalized digital interactions: deliver native experiences in each of 30+ messaging channels, such as rich media, emojis, and other collaboration tools.
Simple to Activate: pre-integrated channels make it easy to offer to customers and agents.
Easy to Say “Yes”: simple packaging removes barriers to offering all channels to customers and agents.
Empowered agents
CXone empowers all your agents to deliver a true digital-first omnichannel customer experience by simultaneously combining all customer interactions in one intelligent inbox across multiple digital channels and voice for agents to select ("pull"), while dynamically prioritizing the most time-sensitive or real-time interactions according to service levels ("push"). All delivered in a single application – complete with full customer context, journey history, and sentiment.
Single Interface: one inbox for all digital messaging and real-time (voice/chat) channels – retaining native experience of each messaging platform.
Agents in Control: ‘pulling’ work in natural flow, while dynamic prioritization maintains SLAs – and prevents ‘cherry picking’.
Customer Card: full customer context, journey and conversation history, plus sentiment.
Holistic management
With CXone, omnichannel interactions are managed holistically, from agents to supervisors and beyond. Integrated workforce optimization, analytics, automation and artificial intelligence across digital and voice interactions ensure complete management across contact center operations.
