Posts in Customer experience

How to Conduct a Customer Experience Audit

Customer experience April 13, 2024

Communicate Findings to Stakehodlers via a Report

Ever wondered why some businesses just get it right, making customers come back for more while others struggle? The secret often lies in understanding and refining the customer journey. By taking a closer look at each interaction while conducting a customer experience audit, you will spot the moments of joy and frustration for your customers, that will not only help you meet customer expectations, but exceed them.

But let’s face it; diving into your own business processes can feel like stepping into uncharted territory. It’s like deciding to remodel your house – it seems daunting at first, but once you get started, the improvements are so worth it!

Take Sarah, an e-commerce entrepreneur who was scratching her head wondering why sales were slumping. She took the plunge and conducted a CX audit, only to find that her checkout process had more roadblocks than a construction zone! Acting only one one (but most painful) insight from the CX audit, she streamlined the process and watched her sales increase. Talk about a lightbulb moment!

A customer experience (CX) audit is like taking a magnifying glass to every customer touchpoint and interaction between your customer and your brand, from the moment they first hear about you to the post-purchase support. It’s a comprehensive look at your marketing, sales, customer service, and all the other touchpoints that make up the customer journey. The goal? To identify customer pain points and uncover opportunities to make your customers say, “Wow, this brand really gets me!”

Now, I know what you might be thinking: “I barely have time to manage my social media, let alone conduct a full-blown audit!” But trust me, it’s not as complicated as it sounds. Breaking it down into bite-sized steps, you’ll be a CX audit pro in no time.

100+ Customer experience statistics and trends to look out for in 2024

Consumer Behavior Customer experience April 10, 2024

Having happy customers is the “not so secret” formula to selling more, increasing your revenue, and making more profits… many statistics back this phrase up. I promise.

It all comes down to two things:

1. Selling a great product and,
2. Delivering an exceptional customer experience.

Assuming you have an incredible product… Then…this is when customer experience is what all that matters… and to be frank, your customer experience is part of your product. It’s not an isolated thing. You can’t serve the best dish and have the waiter be rude to your customers.

Customer experience is every interaction your customers have with your brand, from the moment they think about the problem that led them to find out about you to buying your product, using it, recommending it to others, or ditching it.

How easy is it for customers to find you?

Consumer Behavior Customer experience September 18, 2022

There are two main principles of behavioral change: 1. Ease and 2. Motivation.

Buying your product is behavioral change in one of its smallest forms, so before your customers can buy from you, they must find you.

That’s the “ease” part. And that refers to both digital and non-digital forms of finding you.

Why customers visit and don’t buy

Consumer Behavior Customer experience September 5, 2022

If you have ever been to a new place and your stomach started to crumble. You know now it’s time to eat, so if you are like most people, you will check if there are nearby restaurants where you can have some food.

When you don’t know any of the restaurants, you find yourself inclined to enter the one with the most crowd and dismiss the ones that don’t have many customers. You don’t think, and you just find yourself checking the menu of that crowded restaurant.

How Saudi Airlines Crew Turned a Bad Customer Experience into a Positive One

Customer experience February 1, 2022

You can spend a lot of time designing a perfectly curated customer experience for your customers, but sometimes, things don’t go as planned.

At some point, you will screw up, and your customers will be mad at you. It’s not a matter of if, but a matter of when.

The question is: Are you prepared for when that happens?

One time I was flying back from Riyadh to Dubai on Saudi Airlines, and the lady sitting next to me ordered coffee. I guess that’s a pretty common request to have on the plane.

What was not common, though, was her finding a fly in her coffee.

Ughh.

How Zara’s Refund Policy Gets More Customers to Buy

Consumer Behavior Customer experience January 25, 2022

My favorite clothing brand is Zara. I guess many people share the same love. I love their products, the style, quality, and that it’s not too expensive. It’s so easy to look trendy with outfits you buy from Zara when you have a good stylist or have a sense of fashion.

But those are not the only reasons many people or I love to buy from Zara and continue to buy even when we are unsure if we really want to buy that one shirt.

This will help you set the right systems and automation

Customer experience January 18, 2022

Sometimes we put things off because we need the right systems in place, the right tools, the right systems, the right automation, and having things be just “right.”

As a fellow perfectionist, it’s not something that I am proud of, it’s just part of me for now. I think I have to get those “right” things first and out out of the way.

I think: I will do this when …, and I will… when.

And so happens when creating a new product, service, or even setting up a new structure in your team.

The best way for the systems to properly work is when the base is right.

The base is never right from the first time.

How bad customer experience increases customer service calls

Customer experience December 28, 2021

If your customers have a bad experience with your brand, they will call customer service. And if your customer service can’t help, say goodbye to having repeat customers.

Here’s an example:

Let’s say you applied for a specific service.

There is a waiting period for you to get it approved and processed.

They come back to you via your preferred method of communication, email, to let you know that there are some missing documents or information to process your application.

You proactively update all the information and send it back.

Then you wait.

Nothing happens.

You start wondering, Did they see my update? What happens now?

You exercise your patience.

Until one day, you have had it.

And so you recheck your email to see any sign to communicate back with them.

The email they sent you is a “No-Reply” email so when you try to reply and ask about the progress, the email delivery fails.

You notice that there is a note that tells you, “If you require assistance, please contact X.”

Then you find no mention to X’s email or any contact information.

You get frustrated.

Then, you pick up the phone and call customer service.

…

What does customer experience mean?

Customer experience August 22, 2021

I was chatting with my friend’s mom when she asked me, “what do you do?”

And then I was, hmmm… That would take some time to explain.

“I am a management consultant. I work in customer experience,” I said.

She looked at me with a perplexed look that tells me what does that even mean.

I guess so many people don’t know what does customer experience really means. Is it customer service? Marketing? Sales? Strategy? Operations? Wait… Designer?

And no, it’s none of the above, and yet we do touch upon all of the above.

Wait, what?

Is Customer Experience the same as Customer Service?

Customer experience August 14, 2021

I am often asked if Customer Experience is the same as Customer Service when I tell people what I do.

The short answer is: No. They are not the same.

Customer service is only one aspect of the customer experience. It’s one interaction with the customer. Customer experience, however, is everything the customer goes through when interacting with a brand.