Almost 80% of the customers believe that a company’s experience is as important as its products or services. With the explosion of so many channels available for customer interactions, the role of customer experience has shifted. Recent studies show that 76% of customers will not give a brand a second thought before switching to their rivals if their expectations are unmet and they don’t receive a consistent experience across all these channels.
Customer experience has become a key differentiator between the brands which are successful and which are not. People are likely to repeat their purchases if their experience with the brand is overwhelming. Let’s look at how you can leverage Salesforce to create a customer experience that exceeds their expectations and provides you the opportunity to attract an even larger audience.
What is Customer Experience, and why is it important?
According to Salesforce, customer experience accounts for all the customers’ interactions and experiences with your organization throughout their customer journey, from their first interaction to the post-purchase support. If we put this in simple terms, it is how they feel when they associate themselves with your brand.
Your customer’s experience is the difference between selling goods or not, and it will define whether they will come back to you or not. A survey conducted by Salesforce shows that 92% of the customers who feel a positive experience are likely to make the purchase again. And for 71%, customer service quality played a crucial role in making their purchase decisions.
How can you create a better customer experience with Salesforce?
Understand your customer’s needs and wants
First, you need to understand who your target audience is; then, only you can understand what needs and wants are and how you can provide for them. You won’t be able to give your customer what they want if you don’t know what they exactly need.
Salesforce CRM is the best solution one can think of if you want to know your customers better. Communicat-O, a Salesforce CRM tool, has in-built analytics which lets you segment your audience based on their location, preferences, likes or dislikes, age, cultural differences, etc. Through Communicat-O, send surveys to your customer, study their behavior and segment them based on their responses.
Consistently re-evaluate your customers, look into how their needs and wants change, and develop your plan accordingly. If your customers feel better understood in your organization, it will set you apart from your competitors.
Create a personalized experience for customers
How would your customer differentiate a terrible experience from a good one? If your brand makes them feel valued and important, you understand their needs better and provide them with the best solution; indeed, it will be a good experience.
“Personalization” is the key to enhancing your customer’s experience. Salesforce is full of valuable data, and you can use this to create personalized experiences for your customers. One great way to do this is to personalize your interaction with customers through Communicat-O. It has pre-configured messaging templates, which you can customize to make it more attractive according to your customer’s needs without requiring much effort.
Suppose a customer receives a personalized message from their name to the content based on the information stored in Salesforce with the unique formatting. In that case, it is more likely to grab their attention, and if you address all their needs and provide a unique solution, you have succeeded in providing a great experience to customers.
Utilize all the channels and learn from feedback
In recent years there has been an explosion of social media platforms. Every person uses the interaction channel or platform of their liking. A brand needs to constantly provide experiences in all these channels to stay ahead of its rivals, which is time-consuming, and the higher the load higher the chances of missing messages.
Communicat-O is the only mobile-ready solution for your Salesforce CRM that integrates all the messages received from social media platforms into one unified inbox. It ensures that no messages are missed and your task is simplified. You can utilize all the channels in connecting with your customer without being present on it.
Ask for feedback and segregate the areas where you need to put more effort accordingly. Feedback is one of the easiest ways to understand your customers’ behavior better and provide them a personalized experience with the required solutions, which aids in enhancing customers’ experience.
Customers’ expectations are on the rise, and a good product or service alone is not sufficient for you to be successful. To be successful, you need to adopt a customer-focused approach above all. If you want to boost your customers’ experience and exceed their expectations, Communicat-O is ready to help you.
It specializes in customer relationship management, from personalizing to automation. It helps you reach your audience faster and manage a significant data load to your absolute advantage.