Customer Experience

Customer Experience Strategy: 3 Things That Your Business Can’t Afford to Ignore

Aug 20, 2019

3 mins read

Manisha Khandelwal


What makes your customers love you? Why customer experience matters? And how your business can drive customer loyalty?

First things first, understand the importance of customer loyalty

Customer loyalty has to be earned instead of just taken for granted. The foremost trait of a successful business is to understand the growing demands of customers and evolve customer experience Strategy to bridge the gaps.

When a company puts its customers first then it automatically drives customer loyalty and increases the number of good customer reviews both online and offline.

Analyze customer feedback to win their hearts

The best practice your customer service and customer relationship team can implement is to think like your customers however that’s not feasible until you collect and analyze the feedback of customers. But most of the time, collecting customer feedback using a tablet or mobile with Customer Feedback Software is not enough to make your business attains its final goal. i.e., gaining customer loyalty and reducing the churn rate, especially when your business wants to predict future customer behavior at multiple touch-points Net Promoter Score, Net Promoter Score analysis Customer Experience Strategy.

According to Annette Franz, “You can’t transform something you don’t understand. If you don’t know and understand what the current state of the customer experience is, how can you possibly design the desired future state?”

Time is crucial when responding to customer complaints

The time that the customer service team usually give to close the customer compliant is important! As per recent research by Harris Interactive firm, “75% of customers believe it takes too long to reach a live agent.”

Align your customer experience management and customer service teams with a prime goal which is understanding why a customer-first mindset is important. Putting your customers at the crux of your business can solve real customer service problems and help your business gain the confidence of customers.

Here are three simple ways that can make your happy customers multiply.

1. Proactively listening to the customers to reduce complaints

Listening is crucial! This establishes a sense of belonging in the mind of your customers. Using SurveySensum, you can listen in real-time to what your customers have to say about your business or brand. It allows analyzing the text and sentiment behind the feedback of customers. Because managing experience effectively is the backbone of powerful customer retention strategies.

2. Ask customers what they expect or seek from your business to improve the experience

Ask your customers after every purchase and this is possible using SurveySensum and its integration with PoS, Hubspot, in-App, eCommerce automation software, and CRM software. Do you know that losing even a single customer can be very costly? It’s recommended that businesses must turn a complaint into a positive review for the customer and the company moving forward. After having a positive experience with a company, 77% of customers would recommend it to a friend.

3. Keep your customer engaged to sell more to them

The struggle of selling more to existing customers has been eased by better customer engagement. But how to develop greater customer engagement is still a problem faced by every company. SurveySensum helps companies in enhancing customer engagement by offering automation in experience management and treating every customer differently as per their feedback. That’s how your detractors turn into your promoters.


Customer Experience Trends 2020

Manisha Khandelwal

Senior Content Marketer at SurveySensum

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