Understanding your competitors, outperforming their methods and filling the gaps. Here are 8 elements to improve your customer experience through your competitors.

By remaining open-minded, companies can easily learn from their competitors and, as a result, improve their customer experience. To this end, the author of the article presents elements to consider in a competitive environment to enable decision makers to lead their organizations to a higher level in terms of customer experience:

Elements to improve

• Being available and attentive: Facilitate communication by allowing customers to interact easily with your company (social media, emails, live chat, etc.).
• Engage employees: Create enthusiasm. Employees who are passionate about their work and involved in the company will in turn contribute to creating engaged customers.
• Facilitate information gathering: Implement support services such as FAQs or forums. Customers increasingly prefer to find answers themselves.
• Follow through and follow up: Following a complaint, make sure that you close the loop by responding to your customers satisfactorily. A personal approach will have much more impact in the eyes of a customer.

Elements to avoid

• A slow response time: Do not force the customer to repeat his/her dissatisfaction. According to a study by Convince and Convert, 42% of customers who complain on social media expect a response in less than 1 hour.
• Being only oriented towards results: Do not let employees become fixated on performance results. It is essential to first emphasize the experience conveyed by the employee.
• Lacking consideration: Customer service should not take second place. Poor consideration of customer service can lead to even lower customer experience and potential detractors.
• Poor definition of priorities: Do not neglect investing in the customer service department. By giving customer service the right tools, they will become your best asset to increase customer loyalty and to generate revenue.

You would like to know more about your competitors and how to improve your customer experience? Why not contact us to implement your customer experience measurement and management program?

Source: http://customerthink.com/8-things-your-competitor-can-teach-you-about-customer-experience/