What makes a customer loyal to a brand? What keeps them coming back? The answer to this is simple: excellent customer experiences. Not only will they come back time and time again, but they are willing to pay more for a top-tier experience and avoid the headache of searching for a new brand.
Keeping your customers happy through positive experiences is worth the investment because it … [+]
Earning this level of trust takes a lot of time and effort for companies. But it’s worth it! Organizations that invest in their customer experience can expect to generate higher revenue, achieve better customer satisfaction, and avoid a high turnover rate. All of these positives make improving the global customer experience an obvious goal for most businesses. If you’re asking how you can improve yours, keep reading.
Have A Clear Vision
A clear vision is important for success in anything. A clear CX vision is one that is easily communicable within an organization and often acts as a guiding principle for employees involved in CX design and support. More importantly, the vision should be flexible as your business changes and grows.
Respect Cultural Differences
Ensure your employees are culturally mindful when designing CX strategies that span across a global market. Train them to help even the most frustrated customer from any country. Additionally, help should be kept personal. That alone can help ensure a customer feels heard and cared for.
One way to respect cultural differences is to offer solutions in all languages. If you’re unable to hire professional translators, aim to incorporate automated customer support tools that can translate messages and conversations into native languages. Having your resources available to all customers shows you care about them equally.
Make Internal Processes Accessible to All Teams
One of the most annoying experiences as a customer is asking employees the same question and getting different answers. It causes confusion, but it also shows customers there’s an internal communication issue.
To avoid that problem, CX design and customer support teams should receive similar training and access to information. This prevents fragmented and inconsistent responses to customer issues. Ideally, you should document all internal processes and make the information accessible to all members of your team.
Always Over Deliver on Promises
This is a big part of improving the customer experience. Companies eying global market domination should set expectations they can easily overdeliver on. You never want to overpromise and leave a customer disappointed. This has to do with authenticity and honesty. You always want to be able to fulfill your promises to customers, and ideally, you should strive to outperform the expectations you set. Impressed customers often offer repeat business.
Use Surveys To Draw Valuable Insights
In order to understand expectations, companies should listen to their customers by conducting surveys at key points in the purchase process. Global upscaling can largely benefit from internal data on customer interactions coupled with third-party data sets. Such datasets should include customer purchase behaviors, attitudes, preferences, digital behaviors, customer health, and sentiment.
This allows you to better emotionally connect with customers as well. Your quest to improve global customer experience should bring you closer to your target audience. Grab every opportunity to optimize your CX design and maximize your emotional connection with clients. Businesses that do this tend to perform better than their competitors.
Why Should You Improve Your Global Customer Experience?
Improving global customer experience means caring about all customers. As said by Aaron Moe, founder of ATO Inc, “When speaking of the global consumer, you have to think in terms of differentiation. Improving global customer experience means improving customer experiences for anyone, no matter the region or country they are from.”
Their company puts the customer first by introducing customizable products to make choices diverse. Additionally, their senior technical engineers provide expert guidance to each customer on product selection. Moe says, “Our goal is always to make a more automated and efficient future while caring about every customer’s buying experience.” And the company proves that through their actions.
All these steps may seem like a lot of work, so what’s the point of improving this aspect of your business? Enhancing your global customer experience is a way to keep customers around for longer, increase revenue, and avoid customer churn. A great customer experience can result in a multitude of positives for your business.
1. Improves Customer Retention
With a focus on global customer experience, customer retention is much higher. Are you more likely to go back to a place you had an awful customer experience or a great one? Exactly. Keeping customers happy can help earn their loyalty, which is imperative for growth.
2. Generates Higher Revenue
Companies with a customer experience mindset drive revenue 4-8% higher than their competitors. Additionally, studies show “the probability of selling to an existing customer is higher than the probability of selling to a new customer.” If you focus on customer experience, you are likely to increase revenue for your business.
3. Helps Create Market Exposure
One of the many benefits of social media is that when customers have a great experience, they are quick to let their friends know! This leverages your customer’s connections to create natural market exposure, which can grow your customer base and your business.
Put Your Customers First
A good customer experience should always be at the forefront of your mind and your business plan. If you want improved customer retention, increased revenue, and more market awareness you should always prioritize the experience of your customers. If not, they may look to your competitors.