Customer Experience Strategies for 2021
Posted by Maureen Cross
January 11, 2021
If 2020 taught us anything, it’s that businesses need to be able to adapt to meet any challenge. The pandemic changed how we thought about customer experience and moved businesses to find new ways of operating. Companies streamlined systems, adopted cleanliness protocols, implemented touchless options, and worked remotely when possible.
As we move into 2021, it’s time to refocus our strategies. To move past survival mode and reengage with both our customers and employees. Here are a few strategies we think can help your business in the new year.
Create a Seamless and Personalized Experience
The pandemic accelerated many businesses plans to multiply their channels past in-person, phone, and online options. But in an age where “62% of customers expect companies to adapt based on their actions and behaviors” you need more than just options. You can elevate your multi-channel experience by keeping your consumers data attached and available on all channels. This allows their data to follow them, allowing you to build a seamless experience.
But your customer experience should be more than just seamless; it should be personal. Creating more personalized experiences can result in 5.7 times more revenue than businesses that don’t. By using your customer data more effectively on each channel, you can anticipate your customer’s needs making their experience memorable.
The Essential Employee
Your employees are one of your most valuable resources, and having a flexible and well-trained workforce was vital for many businesses in 2020. It allowed them to quickly roll out and execute changing protocols while maintaining a good line of feedback from teams. Having effective training programs is essential to keeping your staff engaged and vital to your customer experience strategy.
You can improve your employee experience by utilizing immersive technologies like virtual and augmented reality. The use of these technologies has been growing due to their ability to increase retention by 75%, improve employee engagement, and help employees develop needed skills in a safe and controlled environment. Imagine your employees learning how to successfully resolve customer service conflicts in a way that improves your customer retention and brand loyalty.
See What Your Customer Sees
Mystery shop programs are not new in helping companies measure and improve their customer experience. But video mystery shopping can give you the added objective insight you need to make sure all your other initiatives are working. With video mystery shopping, you can see what your customer sees, giving you reliable first-hand data. But more than just seeing, you’re able to extract a deep and rich level of data that you can use with confidence to help guide you through any new challenge.
Video mystery shopping can also help inform your coaching and training programs. Helping you know where adjustments need to be made and further engaging your employees. It’s a great way to make your employees part of the solution and give them an opportunity to see how they can improve their own performance.
The Road Ahead
In 2021, your customer experience will be more important than ever; it will differentiate you from your competition. You’ll need to evolve your strategies to meet new challenges, building your customer experience into something that keeps consumers coming back. We can help you find the right solution to support you on your journey and help you navigate the road ahead.