You may have heard of the User Experience (UX) for web design and app development. Now, thereâs a new kid on the block. And itâs all about the customer experience (CX). We kid you not.
Whether itâs the culture of the Zappos brand or Deltaâs ability toÂ tell storiesÂ about flight safety, how your customers interact with and experience your brand should not be ignored.
Businesses that make themselves part of online conversations throughÂ exceptional content for customersÂ can engage in a meaningful way. The benefits? ItÂ welcomes new customers, enables consistent messaging across every medium and platform, and helps your brand become more human. But itâs not allÂ rides and rollercoasters. It can bring a few challenges.
The marketing department canât refer customers to the customer service teamâ¦ because theyÂ becomeÂ the customer service department.Â The two teams are tightly integrated, which is a tremendous opportunity â if the right pieces are put in place.
Here are some tips for how to make the customer experience seamless for all:
1.Â Â Â Â Get a social media policy in place
The topic of social media is controversial, which is why a social media policy isÂ more important than strategy. There are lots of gray areas, which is why rules are smart. Of course, your company canât plan for every contingency. But by establishing guidelines on the front end, employees know what to expect and how to interact.
2.Â Â Â Â Engage your employees.
High employee engagement brings good business results. According to aÂ study by Gallup, affects, employees who are engaged at work have 37% lower absenteeism, 25% lower turnover (in high-turnover organizations), and 65% lower turnover (in low-turnover organizations.
One way you can engage employees is by encouragingÂ communication on multi-channelsÂ and giving them an outlet to express their individuality. Youâll want to make sure that it remains consistent with the brand (which is why you need the social media policy in place).Â A happy, engaged culture is a powerful model to create aÂ âwowâ customer experience.
Your company will naturally come to life by being accessible to your customersâ needs.
3.Â Â Â Â Re-evaluate all of your communication tools
Double check that communicating with your company is a seamless experience.
Make sure that your business isnât hiding behind corporate jargon â or worse, a 1-800 number that leads to a busy signal. Every point of interaction should be a frictionless experience for your customer that leads to positive results.
How does your business improve its customer experience? Please comment below.
This post originally appeared here.
A version of this article first appeared on the Vocus blog.