4 Practices to Create a Better Customer Experience in 2023

Take these steps to offer an outstanding customer experience.

Customer-centricity at your company or organization is at the heart of providing an exceptional customer experience. In fact, today’s customers expect your brand to place their needs and concerns at the center of your customer service strategy.

“Customer-centricity is synonymous with successful businesses, especially as markets are saturated with more choices than ever,” according to chatbot, customer experience and customer support technology provider REVE Chat.

“Customers are demanding more, and only businesses that adapt to customer-centric processes will survive such a volatile market.”

Customer experience has a huge impact on loyalty, according to a survey of 10,000 consumers by XM Institute. A majority of customers (94 percent) say they’re willing to purchase more and recommend a company after a “very good” customer experience.

Read on for four tips on creating a better customer experience in 2023.

Create and build a customer-centric strategy

A culture of customer centricity refers to your brand’s set of beliefs, ideas, and values that places the customer at the center of everything an organization does, according to customer experience technology provider Hiver.

Creating a customer-centric culture is a “top-down process” that starts with management, according to customer experience technology provider Feedier. Then determine the training needs of all members of your customer service team and invest the time to instill a customer-centric mindset.

When your team understands that your company values the customer experience, that mindset carries over into positive interactions with your customers.

Understand your customers

In order to provide an exceptional customer experience, your organization must have a solid grasp on customer issues, needs and desires for what your company can do for them.

Understanding your customers allows your customer support team to empathize with the situations they’re facing while giving your customer support team the tools they need to provide better service, says Feedier, which recommends conducting customer surveys to shine light on customer concerns and what they expect from your brand.

Once you have enough information, create “customer personas,” a snapshot of a certain type of customer such as career-minded millennials or Baby Boomers nearing retirement, for example.

“Buyer personas allow your support team to ‘recognize’ each custom better and offer the appropriate solution for each case,” says Feedier.

Gather real-time customer feedback

For the best customer experience getting customer feedback at the right time to prevent other factors from clouding the results is crucial, says Feedier.

To collect feedback in real-time, Feedier recommends using live chat tools and following up by email with a customer satisfaction survey.

“Remember to show to every member of the team the difference they are making to the business by tying each customer feedback [results] to a particular customer support agent,” says Feedier.

Invest in customer engagement tools

REVE Chat recommends using customer engagement tools like chatbots, co-browsing and video chat to collaborate with customers in real-time:

“Use tools to collect customer feedback from your customers. It gives you the best insight into their journey, so you can fix it before they leave.

“Implement tools to gain better insights and analytics to pull information from every point in your customers’ experience. Create customized dashboards with key metrics you know impact higher churn.”