Customer experience management platforms and market research online community platforms are becoming an essential differentiator in today’s competitive global landscape. There are various advantages brands can capitalize on when they are able to manage the experiences of their customers effectively. Customer experience management platforms gather the data of experiences as they happen, while market research online community platforms gather the data after they happen. At Insightrix Communities we have learned to combine the two into one platform. In this article we look at the secrets to creating an amazing customer experience, through the four following steps: (1) Relevance, (2) Dependability, (3) Rapid Replies, and (4) Ease.
When the market changes, so does the customer along with his/her needs. Relevance is about the ability to be able to tap on a specific need a customer has in the form of a product or service at a particular given time. Planning ahead and having something to offer to your customers when they need it the most can give you an advantage over your competitors and can show that you are relevant. A good way to create this relevance is through tracking experiences as they happen, and following up with them after they happen, both of which can be done through our market research online community software.
This component is all about consistency and being able to enable more consistent customer experiences through the company and its people. This will build trust around your brand, and customers begin to associate you with quality products and or services knowing you keep your promises.
The problem with most companies is the inability to reply in a timely manner. Being responsive means you listen to your customers not with the intent to respond but the intent to understand their needs and to act on these by providing solutions to better their experience with your brand through your product or service.
Be accessible and make it easier for your customers to do business with you, and help make their lives easier. Ease comes in three distinct forms which include: (1) communication, (2) location, (3) operation. Make sure your customers are aware of your efforts on convenience so they can make use of these and you can add value to your brand and ultimately, create loyalty.
Maximize customers experience with these four essential components. If you have a need for a market research online community or experience management software, contact us.