Businesses interact with customers every day. Sometimes, these interactions may be good and at other times, they might not. But every experience determines whether customers continue to invest time and money with a specific brand. So, like it or not, your customers are talking. The question is –Do businesses have the right tools to capture what their customers are saying?
According to a leading industry report, the majority of organizations are making errors in their customer experience (CX) measurement programs because:
- They don’t measure CX quality consistently
- They don’t tie CX to business outcomes
- They don’t act on their CX metrics in a structured fashion
The CX industry has gone through a lot of changes in recent years. Previously, there were only two options available to clients – An ‘entry level solution’ or an ‘enterprise ready solution’. Many clients were left dissatisfied due to the lack of more personalized experiences. Today, Software as a Service (SaaS) solutions are the go-to answer to improve customer experiences significantly.
SaaS-based CX solutions are easier to use because they don’t require specialized expertise for management or maintenance. A feature-rich CX application can be deployed in minutes at a lower cost. In addition, because it doesn’t require technical expertise, you can involve more team members in the CX process too. However, with a wide range of CX technologies available these days, it is important to choose the right tools for your specific set of challenges. Here are some questions to keep in mind when you’re making a decision:
Does the tool help you identify your customer needs?
It is imperative to know your customers’ needs and expectations before planning a product/service launch. CX platforms that have behavioral analytics capabilities can help assess what drives customer needs. Knowing customer behavior in advance will aid in creating products that truly address your customers’ unmet needs and improve loyalty and overall product satisfaction. Take US supermarket giant, Walmart for example. They cater to millions of customers and thereby collect large quantities of customer data. Walmart uses sophisticated data algorithms to predict which products consumers will buy based on past purchase history.
Does the tool understand shifts in customer sentiment?
With new products, services, tools and technology being launched in the market every day, there will be a swing in customer sentiment regularly too. A CX platform that provides real-time insights will be able to capture this shifting customer sentiment effectively. With a platform that is dynamic and adaptable to real-time change, you can make quick, informed decisions that will help you stay ahead of competition.
Can the tool personalize your CX metrics and targets?
Every organization needs to provide personalized experiences for their customers. This will allow them to meet customers’ needs more effectively and make interactions simpler and more positive. The right CX platform should be able to analyze customer data and combine it with behavioral technology to offer a more personalized experience for every customer you encounter. This will
guarantee customer satisfaction and increase repeat visits because your customers feel you know and value their needs.
Does the tool provide you actionable CX insights?
Your business needs a CX platform that ties insights to outcomes. The platform you choose should provide actionable insights that can be implemented to drive significant benefits for your customers. In return, to keep your team motivated, be transparent and share these insights so that you bring about organization-wide change. After all, with great insights comes great responsibility!
The ultimate key to CX success for an organization is to keep a tab on the experience delivered at every stage of interaction with customers, on an ongoing basis. This will help you get better and up your game over time.
So, how can we help on your journey towards providing better customer experiences?
At OSG, we want to help you enhance customer satisfaction and create customer-centric experiences for your clients. Powered by our AI driven big data analytics engine, OSG Dynamo™ our tools allows you to collate, manage and interpret data to derive actionable insights. You can then analyze these insights to understand what behavioral triggers can help customers stay motivated and engaged with your products. Our tools measures customer expectations and feedback to create personalized experiences that ensure customers stay loyal, therefore reducing churn and increasing customer retention. You can even design loyalty programs and generate more revenue with our superior behavioral analytics technology.
We hope this information has been interesting and valuable to you. Please, feel free to share it with colleagues and other people in your network. We welcome discussing this topic further with you and understanding your specific challenges.