In the business relationship, the customer experience is the key factor in your growth. It is defined as the interactions between customer and your organization. Customer experience in an integral part of Customer Relationship Management (CRM). You can retain loyal customers by providing by implementing best CRM strategies. By prioritizing the customer experience, you can achieve many more successful outcomes, including better long-term engagement.
The success and failure of your products or services depend on the customer experience. If your customers are satisfied with the way you are dealing with and providing your services or product, then you are doing a great job. Despite all these, if you are planning an innovative ways to provide the best solution to your clients or customers, then you must focus on ‘Design Thinking.’
Design Thinking is nothing but a human-centered design to help and deliver the best solutions to your customers. It helps us to find the right problems to solve and to deliver the best products, services, and experiences to customers.
According to McKinsey , “Individual touch points may perform well even if the overall experience is poor.”
According to PriceWaterhouseCoopers’ (PwC’s) Future of Customer Experience Survey 2017/18, customers are willing to pay price premiums of up to 16% for an unforgettable experience!
It is very important to have a CRM process in place for your organization to manage and develop an engagement model with existing as well as new customers. You can improve your customers’ experience by implementing the Design Thinking in your process. You can follow the process: inspiration, ideation, and implementation; or alternatively: empathize, define, ideate, prototype, and test.
Here are four simple ways to implement Design Thinking in your process:
Focus on the Problems: In order to get the right solutions, you need to focus on the problem and analyze the problem from all the aspects. Charles Kettering said, “A problem well stated is a problem half-solved”. Think out of the box; try something extra to solve the problem. Design Thinking will help you to focus on the problems you have and to understand the problem statements.
Empower Employees: This is one of the most important factors for greater customer experience. There are many examples of big brand failing in the market due to the poor customer experience. Most of the employees do not understand client’s requirement and needs. You need to train and empower your employees on client management and the way they should behave & communicate with clients. The customers will leave you if they don’t get a friendly service.
Experiment: You can experiment with many things to provide the best customer experience. This will give you an edge over other companies. You can try something new and innovate to retain customers. Bring a change in your policies if it is in the favor of the customers and company’s reputation. You can witness the change and it could help you to give something extra to your customers.
Count on Technologies & Empathy: The combination of new technologies and empathy, the cornerstone of Design Thinking, will help you to deliver good customer experience. You can use the latest technologies that provide the core benefits to your customers.
Providing best customer experience is the biggest challenge of late, you can as many things in order to retain customers. Take feedback from your customer over the services and prioritize your set of actions to deliver the best customers experience.