The Top 5 Customer Experience Goals to Set for Your Business
January 3, 2023
Although setting customer experience goals demands a lot of trial and error, not setting them at all makes it difficult for contact center representatives to know what targets to hit. Monitoring the progress of these goals requires KPIs and metrics. To help navigate this tricky territory, we’ve compiled a comprehensive list of the top customer experience goals you can set for your business.
1. Introduce Accurate Customer Service Measurements
There are many ways to measure the success of customer experiences with popular systems such as Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), contact center productivity, metrics for tracking customer renewals, churn rates, etc. Product usage metric is another important indicator of the customer service that is provided. It specifies which features cater to which audience. This is helpful to product development teams to understand the features or services that appeal to high-value customers.
The metrics for product usage may range from usage frequency to license utilization, and building a customer survey strategy is an excellent way to gain valuable insights into how business processes can be improved. Start by determining what you need to find out and then set an accurate CX measurement system for your concepts. Finally, ensure team buy-in and distribute the surveys optimally.
2. Create a Customer-Centric Culture
The customer support department is a great place to start building a worthwhile customer-centric culture. Here are a few ways to get started:
Have a core customer statement for the team to follow.
Leverage technology to facilitate improved relationships with customers.
Establish a customer-centric HR department.
Make it easy for customers to get in touch with the use of the proper channels and an omnichannel experience.
Improve visibility into customer issues.
Ensure strong customer onboarding to cement a long-lasting relationship and increase customer lifetime value (CLV). Visual engagement tools, such as co-browsing and screen sharing, are great for guiding new customers through complex products online.
Make every customer interaction conversational through means of technology and processes without losing crucial contextual information.
Help the team shift from reactive support to proactive service.
Implement contact center AI and automation like chatbots for faster and better customer support, freeing up agents’ time for more critical tasks.
Facilitate customer self-service through self-help features like an easily accessible knowledge base, a support database, an FAQ section, etc.
Customer loyalty programs are a good way to retain your audience and maintain revenue growth. The rewards should offer real value to the customers.
3. Improve Response Times
Customers want quick answers and resolutions to their concerns and problems. While the average response times may vary depending on the support channel, faster is always better. Ticketing is a widely popular way of systematically sorting through customer support requests, but response times can lag. Some requests can be addressed without the need for tickets. Businesses should, therefore, consider offering real-time customer support using chatbots, live chats, co-browsing, and other similar tools that allow for instant resolutions. Aiming for quicker social media responses is an excellent way to start reducing the average response time.
4.Enhance Employee Experience
An unsung hero behind excellent customer service is a well-motivated team. Satisfied employees will go out of their way to achieve the best results for themselves and the company. A customer service team needs to improve and be engaged constantly. Investing in regular training, conferences, educational programs, and reward systems will help establish a reliable and capable team. While training employees make a big difference, the answer to creating an excellent employee experience is far more multifaceted than this. Employee satisfaction and well-being are also two critical pieces of the puzzle. Businesses should strive to create a positive employee experience to make their employees feel appreciated and respected for their hard work and contribution.
5.Prioritize Digital Transformation
The pandemic brought a dramatic shift in the CX space, with digital and touch-free becoming the new normal. Businesses wasted no time and quickly adapted by implementing digitalization and innovative tech solutions. However, one should go forward keeping in mind that what will work best for their business will depend solely on their specific requirements. Without a doubt, working toward improving the customer experience is a critical endeavor for a business, especially in a highly saturated market where excellent service is the only way to stand out from competitors. The customer experience goals covered in this article can help businesses get a head start in the right direction.
Prakash Hariharasubramanian, Director & Practice Lead, Intelligent Process Automation (IPA), HGS Prakash has led various IPA implementations across multiple industry verticals in his tenure of 7 years with HGS. In his role, Prakash develops IPA practice frameworks, creates IPA solutions, and serves as a key automation evangelist for HGS.
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