Customer Experience
Latest Trend in Market and within Customer
As a Corporate, most of the companies have their marketing team who are frontline face of any organization to interact with Customer. In current market scenario customer doesn’t want old and traditional way of interaction and marketing methods, they want new innovative interactions and marketing thoughts to attract them over common online platform, social media or in person interaction as well.
Innovative communication skills and work flow are very important to customer retention and acquisition, increased sales and loyalty. With COVID 19, customers behavior and views towards each market and industry have been changed for example….
For Retail Industry
Now customer are focusing on online ordering for household items and FMCG products, so Corporates dealing in retail industry needs to robust their online platform so interactive and manifold so customer once visits your platform he should be your client for long time, obviously retail industry also need to focus on marketing their product portfolio through various means to attract customer on their online platform.
For Banking Industry
Customer will demand personal attention and services to him as and when he needs it with accuracy of information and it should on time, if banker lost time and emotional touch then customer may see other banks to take advice / services on his requirements.
For Insurance Industry
It is more challenging job to assess the actual need of customer and at how much value he is eligible to get insured or his assets needs assurance.
Here customers trust is most important aspect which plays role while convincing or matching customer need ad its actual value to be insured. Trust is one of the aspect which create long term relations with customers.
Other aspect is to evaluate customer’s holistic risk on the scale of physical, emotional and financial well being of customer.
Within Insurance space, multiple product offerings including advisory fees, partnerships, collaborations are the key focus area which will help increase the revenue of the corporate.
Understanding of Customer Experience
Every successful platform or work flow has a very good understanding of its customer experiences shared by them to corporate. Passing on correct and timely communication on ongoing customer experience gives extra edge to corporate to make changes in the products or services which they are currently offering.
Beyond customer experience, as a corporate its our responsibility to give exceptional method to satisfy its customer for such experience corporate needs to go through end to end customer experience on their products and understand the test of customer on X scale which gives them idea on at which level they needs to create improvement on products or its presentation or their marketing stuff etc..
Customer Experience strategies
Customer experience strategies are ever flexible subject which needs to be worked upon on continuous basis; a team work with well managed and directed strategies from Management has a key to success on Customer experience strategies. Feedback from on field team as well as customer feedback on social media platform is very important while redirecting strategies. With COVID 19 around giving virtual product experience to customer is cost effective and time saving products strategies.
Future of Customer Experience
Leaders who push beyond Customer Experience strategies and redefine their organizations, not just by which products or services they sell and offer, but by the experiences they deliver will emerge stronger and ignite growth in their organizations.
To deliver these exceptional experiences, companies need to harness the power of their customers’ data and embrace technological advances to create experiences which respond to people’s new, often unmet, and ever-changing needs.