Five Customer Experience Mistakes You Need To Avoid In Your Business
In the last two years, companies have had to revisit their customer experience (CX) to adjust to the pandemic and address a rapidly shifting customer mindset. “CX Native” businesses are those that have opened with the intention of serving their customers better than the competition, rapidly changing how all companies approach customer experience, personalization, and control over the customer process. Alongside this, concerns about privacy have increased, with social media enabling customers to voice their experiences, placing customer experience front and center in people’s minds. So, how do you position your business during these changing times and ensure that you avoid key mistakes in your customer experience strategy?
Defining CX
Customer experience (CX) refers to how customers perceive their experience with your brand or business. It encompasses every interaction a customer has with you, from navigating your website and engaging on social media to receiving your products and post-sale engagement. Everything you do affects your customer and influences how they perceive you in the market and whether they will choose to buy.
1. Don’t sideline your customer
Failing to provide immediate feedback or showing a lack of interest in a customer’s query can sideline them. Sometimes, you may not be able to provide feedback right away, such as when a product needs customization or pricing adjustments. The challenge is to manage your customer’s expectations, check in without being intrusive, and ultimately provide solid or constructive feedback to influence their decisions moving forward.
2. Failing to link your customer experience to your value proposition
You are not just selling specific goods or services; you are providing an offering that includes a good experience. Therefore, your product must drive increased customer satisfaction, loyalty, and attraction to enhance your offering and keep your customer at the center.
3. Trying to fix all CX problems at the same time
It is impossible to address all customer experience issues simultaneously, especially for a busy business owner. The best strategy is to evaluate your CX as a whole and prioritize where changes should occur first. By allocating resources to fix larger problem areas upfront, you can resolve issues more quickly and position yourself better to tackle subsequent challenges.
4. Ignoring points of interaction
Many businesses attempt to solve issues in a siloed manner, focusing on individual customer interaction points. While you can physically address one issue at a time, it’s vital to consider the bigger picture and understand the entire customer journey, where no single point is more important than another.
5. Constantly limiting creative exchange
Companies often struggle to produce strong and innovative solutions that address customer challenges and enhance brand culture. Some may think a problem is too big to fix or that funding will never be available to see their ideas come to fruition. This mindset is limiting and signals to your internal teams that big ideas are worthless and will never come to life. Such thinking negatively impacts your business, and your customers will feel it throughout their buying journey.
The Bottom Line
The longevity of your business depends on your attention to your customers and their needs. This involves carefully listening to feedback, analyzing sales, and fostering a creative workplace where strong strategies can be understood and implemented. When executed effectively, customer experience has the power to transform a business, create brand ambassadors, and cultivate loyal, lifelong customers.
To fund your next customer experience strategy, contact Merchant Capital today and secure funding for your business in the next 48 hours.
