Make 2023 the year of the customer experience with a focus on these strategies.
- Make personalization a priority
We love to be seen and heard, to be known and recognized, and have our felt, unique needs met. And let’s be clear, this level of personalized service is no longer simply a wish. It’s now an expectation. Brands that accomplish this will win—every time.
- Offer more options
We like the ability to choose what works best for us. To make the choice that fits our situation and life circumstances. It is especially true when it comes to self-service opportunities. A well-thought-out, detailed FAQ section can easily supply the info a resourceful customer needs in less time than a help center phone call. Options tell the consumer that meeting their needs is essential to your brand.
- Identify trouble spots and strive to improve
Ruthlessly assess and evaluate pain points across the entirety of the customer experience. Refuse to settle for “good enough” or “not as bad as last year,” or worse, to turn a blind eye to obvious problems. When in doubt about what needs to be improved, seek customer feedback. Even when not in doubt, care enough to ask how the customer’s experience could have been better.
