Any venture regardless of its size or industry needs to have one value at its core; customers first. Customer satisfaction is crucial to every venture. It is this aspect that determines success and failure. In order to ensure optimum customer satisfaction, workforce management is important. An ideal workforce management leads to overall productivity which is bound to ensure customer satisfaction. Customer experience is how a consumer perceives a given brand. It is a result of interactions that they have with the concerned teams and members at various touch points.
According to Gartner, “the customer's perceptions and related feelings are caused by the one-off and cumulative effect of interactions with a supplier's employees, systems, channels or products”. However, customer experiences and customer engagement are two different concepts even though they are strongly correlated. Customer engagement refers to the interaction between the brand and the concerned venture. Customer experience refers to the customer's perception regarding the venture, it's services and the end product. To have a positive customer experience, it is important to strengthen the core of the aspect of engagement. This is how a workforce management infrastructure should be laid to strengthen customer engagement and ensure customer satisfaction.
It is often difficult to be able to analyse your customers and maintain the optimum level of customer satisfaction. All it requires is the trust, the hard work and smart implementation of strategies. Here are the top four ways that you could improve your brand's customer experience:-
1. Know your customers- This is always the first and the most important strategy. It is essential that a brand should know their consumers and the target consumers and connect with them on an emotional level. Customer satisfaction can be ensured when the needs of the consumers are understood.
At Imprint, we segment our consumers and maintain customer profiles. Our unique set of features allow us to do so.This helps us in categorizing individuals, ventures according to their needs and preferences. It definitely helps a venture become more customer centric. With our VOIP calling feature with power dialler, specific numbers are assigned to the customers to ensure quick response time and undivided attention to each customer query/request. Further, IMPRINT's smart e-mail tracking and cross-platform communication features ensure that customer interactions across all the platforms are tracked and taken care of. Therefore, knowing your customers well is the first step to success.
2. Improve your workforce management- Once a venture is aware of the needs of the customers, it is important to keep a track of the internal workforce management. The workforce management should be geared towards ensuring customer satisfaction and providing strengthening customer engagement.
At Imprint, we use our features and technology not only to keep a track of the prospective and existing consumers but the internal team as well. We ensure that each and every member discharge their duties diligently and spend their time on productive tasks like customer engagement rather than being bogged down by tedious redundant tasks. This definitely is a key to enhancing customer satisfaction.
3. Get customer feedback in real time- How would a venture realize the quality of experience that they provide their customer? The simple answer is by asking them! Whether it is in the form of reviews, ratings or outbound sales calls. Sometimes even a follow up message or an email is helpful. It is important to have a specific feedback team or a bot which is specifically dedicated to receiving feedback.
We at Imprint, believe that customer feedback is the primary thing that allows us to identify areas of both weakness and expansion. This enhances customer engagement and a strong engagement ensures customer satisfaction. To ensure this, Imprint allows customers to interact with our team through their preferred communication channels — our cross-platform communication features enables the sales force team to receive messages from Whats-app, Telegram, Signal, LinkedIn, Facebook and many more messengers on a single dashboard on Imprint.
These are the three pivotal aspects that enhance customer satisfaction. We at Imprint, don't just ensure customer satisfaction, we believe in creating happiness. If one follows these tips, customer satisfaction would be inevitable.