illustration of customer giving 5-star rating on tablet

Customer Experience Challenges

Customer Experience Optimization (CXO) is the key to a better customer experience. CXO is about taking a holistic approach to customer experience by constantly aligning the product across all platforms, throughout the entire life cycle of the customer.

Customer experience is nearly as critical as the product itself. In the 21st century, customers want to be satisfied with the overall experience. Creating positive customer experience is crucial to survive and meet widening customer standards.

Customer experience applies not just to fulfillment, but to the whole customer journey. From the very first encounter that consumers have with your organization, to the last time they’ve paid for product or service—it’s all part of their broad range of experience.

Likewise, instead of focusing solely on customer support experiences, CX encompasses how consumers engage with your company’s marketing, sales, and any other customer-facing assets. It’s a lot more complex than customer satisfaction, which only demonstrates how satisfied a customer is with a product or service.

The new age of online buyers need more and want something different each time they deal with a business. Consumers have a wide range of choices when it comes to choosing the right company to spend their money, and often go with the best option that fits within their budget.

When they have a negative experience, what is the first thing someone does? They’re talking about it and posting their experiences on review sites and social media. Delivering an astounding customer experience remains a must if organizations wish to thrive in the digital age.

Illustration showing the benefits of overcoming customer experience challenges, including satisfied customers, loyal customers, more revenue, less customer churn, and referrals

Here’s how your company can design tailored experiences:

  • Create customer personas.
  • Segment your consumers using demographics.
  • Examine customer data—their behaviors, backgrounds, interests, and demographics.

Getting direct access to all the information the organization has about the client can really benefit employees in terms of customer interactions or purchase decisions. To do so, you should:

  • Link operational data to big data.
  • Have a unified database portal with a user-friendly and comprehensive dashboard.
  • Give permitted employees easy access to this data.
  • Require operational excellence as an essential part of business.

Another element of contemporary CX is that consumers do not want to be forced to use a single channel when communicating with a company. Customers may send an email first, and then they may make a call or pull up your company’s chat support feature. Customers get annoyed when they don’t find the same data throughout multiple channels. It gives the appearance of a lack of organization.

Here are tips to resolve the multi-channel missteps:

  • Ask your customers how they prefer to be contacted—social, email, mobile, etc.?
  • Make sure that your mobile experience is compatible with your overall brand experience.
  • Implement an AI-based omnichannel solution.

Offering the option of ownership is another important and powerful tactic in making headway. People want the empowerment that comes with choices instead of having to wait on a response from someone on your team.

What’s the solution? The right AI software makes this issue easy to address. Many support desks have this automatically built into their set of features. You could also custom-build a file review system.

Updating your team and making sure everybody knows what’s going on with your CX strategy offers useful insights on whether or not your customer experience improvements are working as intended. It will also provide you with measurements to better understand how you work and to discover where you can provide a richer experience with new software or features.

Contact Capacity to start optimizing your CX strategy.