The customer experience (CX) is a driving factor for most business strategies. There are many ways to boost your business’s CX. Some of these are classic options, like starting a rewards program. Others are more cutting-edge, such as setting up a corporate social responsibility (CSR) program.
There is also a variety of less flashy yet critical CX improvements that you can consider. Most of these revolve around perfecting your business processes and quietly refining the customer journey.
Here are five suggestions for ways to upgrade your CX by leaning on the power of next-gen connectivity.
It isn’t easy to utilize innovative connectivity to improve your CX if you don’t have a good connection in the first place. This makes the first recommendation on the list obvious: improve your internal connectivity.
For many companies, the pandemic has led to a remote-first work model. If this is the case, you want to take advantage of the countless cloud-based programs and software solutions available for remote teams. Some of these show up further down the list.
In addition, look for ways to integrate workflow platforms like Trello and communication tools like Zoom and Slack. These can keep your team in close connection as you craft and maintain the perfect customer experience together.
If you’re operating with a hybrid or an office-based work model, you still want to consider your business’s connectivity. Whether you’re talking about interdepartmental interactions or customer-facing activity, you want to have a dependable internet connection keeping everyone on the same page.
A strong small business Wi-Fi solution like Plume WorkPass can help you tap into groundbreaking adaptive tech. This keeps signals strong and delays at a minimum while your team works to provide a quality CX for your customers.
Once your internet connection and internal operations are streamlined, you can begin to implement CX upgrades that directly impact your customers. One of the most important of these is your website.
A good website experience is ground zero for quality CX. If a customer finds themselves confused, frustrated, or even stuck waiting for a page to load, it can sour the experience. Website CX upgrades to consider includes:
- Reviewing each page to make sure its information is minimal and laid out with the consumer in mind.
- Ensuring that all of your menus, links, and other navigation options are intuitive.
- Optimizing images, reducing redirects, and otherwise helping to boost your page loading speeds.
Improvements like these can help with your site’s bounce rate, dwell time, and click-through rate (CTR). All of these are important for a good CX. They can also do wonders in improving how Google Rank Brain views your site, as well. This can boost your site’s traffic, conversions, and ultimately your bottom line.
Many customer relationship management (CRM) software solutions are available, such as Salesforce or Fresh Sales. These can add a sense of organization to your operation by helping you store your customer info in an easy-to-access location. Fresh information isn’t lost in overfilled inboxes or left in obscure cell phone messages.
When added to your CRM software, important data is propagated throughout your company’s system. This ensures that it’s in the right place at the right time. This could be whenever you’re making a sales call, tending to a customer service complaint, or any other customer interaction.
One of the simplest ways to improve your customer experience is to provide more communication channels for your clients to interact with you. Now, this doesn’t mean you should overwhelm either your customers or your staff with an excessive amount of options. You still want to choose a reasonable number of the best tools for your business.
With that said, we live in a communication era, and there are countless communication tools available. This includes:
- Social media;
- Text messaging;
- On-site chats;
- Phone calls.
If you’re set up for powerful, next-gen level connectivity, you can utilize a CCaaS software solution to simplify your communication, too. CCaaS (contact center as a service) software is designed to integrate your communication efforts and often connect right into a CRM tool. This not only enhances the customer experience but also.
This last suggestion doesn’t have a direct technological application. With that said, in its own way, it’s the most cutting-edge, connected, and tech-integrated item on the list.
Your mindset is one of the most important CX factors of them all. Any upgrade that you make today won’t be worth much in a year or two if you don’t make an effort to keep it up to date. That’s why you must maintain a forward-thinking attitude at all times. You can do this in a few different ways:
- Foster a growth mindset within your company culture.
- Schedule recurring times to review your CX strategy and look for potential upgrades.
- Embrace continual learning as a means to keep your staff up to date on industry trends.
Fostering a new, forward-thinking mindset is the best way to keep your CX at its best. It helps you treat your customers’ experience as an ever-evolving element of your business activities. It serves as an ever-present reminder that you can’t drop the ball but must always refine your strategy as you go along.
And, of course, you can’t utilize the best CX solutions if you don’t maintain a next-gen level of connectivity as you go.
So start with your internet connection, internal communication, and overall connectivity. Once you have that up and running at peak efficiency (both for your staff and your customers), start to look for cutting-edge CX upgrades that you can implement. There are plenty of CX upgrades out there, from your website and communication channels to CRM and CCaaS software.
And, of course, make sure to cultivate that growth mindset throughout your team. If you can do that, you can continue to benefit from quality CX indefinitely.