CX, or customer experience, refers to the overall impression clients have of your company. Improving CX should be a priority for both sales and customer service teams, as the client experience is shaped throughout the entire customer journey—from first contact to contract signing, service delivery, and the end of the collaboration. Here are five tips to help improve your customer experience.
Be honest during initial outreach and negotiations
According to ICMI.com, salespeople should never try to sell something that isn’t realistic. While embellishing the truth may boost short-term sales, it ultimately alienates customers and damages your company’s reputation.
Help new clients understand your service quickly and engagingly
New products or services require effort on the customer’s part. This onboarding stage is crucial to the overall CX. Make it as efficient, painless, and engaging as possible.
Proactively check in with clients and prevent issues (especially early on)
After signing a new client, increase your attention during the initial phases of cooperation. Do not just react to problems. Instead, try to anticipate and prevent them.
Show interest in customer feedback
Conduct surveys and gather input from your clients. Learn what they think and where improvements are possible. Stay in touch and work with them to gradually improve their experience.
Make it easy for clients to leave your company
The end of the customer journey also shapes their experience. Allow clients to leave without unnecessary friction. Trying to retain them at all costs can backfire. If their exit is problematic, they will likely share the experience, damaging your company’s reputation.
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