Imagine opening your email inbox, and all you see are spam messages from a company you recently subscribed to. Not a very good scenario, is it? Well, your customers hate it, too. Winning an argument might boost our ego and make us feel like we’re the ones with the better opinions. Certain things you do may not be liked by your customers. This leads them to have a poor customer experience, and they may turn away from your company.
Sometimes, losing yields better rewards. Hence, you should know when you need to put your customer forward. This guide will help you become aware of the ten mistakes you should avoid at all costs if you want to deliver a good customer journey.
The Importance Of Good Customer Experience For A Successful Business
We think business owners are the ones who run a business, but it’s the customers. The business team creates the products and services, but the business only runs when there are customers to foster its growth. Lack of customers, dissatisfaction, poor conversion, and retention rate can all lead an organization to fail despite the efforts they invest.
Hence, it wouldn’t be wrong to state that customer satisfaction is the ultimate key to unlocking business growth and success. Thus, a good customer experience must not be undermined.
10 Customer Experience Mistakes to Avoid at All Costs
Below, we’ve discussed ten common customer experience mistakes you should always avoid. Alongside, we have also put forth different ways to improve customer experience.
Invading Customer Privacy
The biggest mistake you can do is overload your customers with information just because you have access to their data. Ensure you use the data you collect from customers appropriately. Never use them without their permission. Create a transparent policy for the same. You can improve customer experience by letting them know how you’ll be utilizing their information so that they can trust you.
Engaging in Arguments
All of us love winning arguments, don’t we? When it comes to customer arguments, follow the hospitality policy – the customer is always right. The customers can get certain things wrong. It is your duty to address their mistakes as politely as possible. It is common for customer service staff to become frustrated over the behavior of certain individuals. Train them to adapt to it and respond with grace despite being under pressure.
Being Inaccessible
Just like the way your customers don’t like it when you’re too present in their territory, they don’t like it when you’re totally absent, as well. Hence, don’t try to play too hard to get to your customers. Most of the time, customers reach out to you because they have a problem using your service.
In such cases, you can use apps like WhatsApp that allow your customers to contact you easily. Opt for Whatsapp CRM integration to automate your responses and be available for customers 24/7. Make sure you’re accessible to address the queries of your customers at all times. This will significantly improve the customer experience journey.
You can also use automated chatbots to send responses instantly and be available 24/7. However, be sure to personalize these responses and keep them relevant.
Neglecting Customer Feedback
You may spend tons of effort trying to get feedback from your customers. But the question is, what do you do out of the feedback that’s been received? Most of the companies do not pay heed to it and you shouldn’t be one of them.
Collect feedback from your customers and analyze it properly. You can do so by creating surveys and quizzes. Utilize the data gathered to fine-tune your services and products to fit their evolving needs and build customer satisfaction.
Lack of Engagement
In today’s increasingly social world, it’s a huge mistake not to engage with your customers. You can lose tons of prospects due to this and stake your growth. If you fail to interact with your customers, they will soon lose trust in you. Lack of trust leads them to choose other brands over yours.
Engage with your customers across various platforms they use, such as WhatsApp, Facebook, and more. This will help you gain valuable insights about them.
Canned Responses
Want to be accessible 24/7 without having to put in manual effort? Chatbots are the best solution. However, there’s a catch to it. If you’re sending predetermined responses to all queries, your customers will quickly realize you don’t care about them.
When you send a response that is unfit for a particular query, you can make even a loyal customer unhappy. Some queries require individual attention. Hence, be sure to curate your responses properly so that you can deliver an empathetic customer experience.
Absence of Customer-Centric Culture
Your brand grows when you promote your goods and services. This is known to all, but the reason most companies fail to promote effectively is that they’re too brand-centric.
As a brand, you may want your advertisement to be all about your company. For customers, however, they don’t care. Customers care more about how these goods and services are advertised and how they add value to their lives. Failing to address the same will fail to produce positive results for your business.
Poor Customer Data Usage
You might have collected sample data about your customers. The real question is how you will utilize it to streamline your business. If you toss the information aside and do nothing about it, you will gain nothing from it.
You can gain a lot of knowledge about customers through their data, such as their geography, buying power, purchasing behavior, and more. You can use Whatsapp business to gather this informative data by sharing surveys, polls, and the like with your customers. If you do not use this information to curate your products and services accordingly, the data collected will amount to nothing.
Non-User-Friendly Website
Customers have a low attention span. They want answers instantly. If they need to spend more than three seconds on your website to find what they’re looking for, they’ll easily switch to another option.
A website with a bad design also leads to a bad customer experience. From the font you use to the theme of your website, you can gain or lose a customer. Optimize the website for all devices so that it is intuitive and easy to use.
False Expectations
How many times have you seen companies make larger-than-life claims about their products and services? Probably a lot because it’s fairly common. It might seem fine for advertisement, but when it comes to meeting customer expectations, it’s certainly not fine.
Customer dissatisfaction mostly occurs when your customers expect one thing and get another. Do not claim things about your products and services that are untrue. Let your customers have realistic expectations.
Final Thoughts
Gaining a customer is nice, but retaining them feels much better. Your journey doesn’t end when you gain a customer; it just begins. You must put in efforts to enhance their customer experience and journey with you at all times. To deliver the same, ensure that the mistakes mentioned above are avoided at all costs!
