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Success Recipe For Customer Experience

 

What does Customer Experience have in common with the health of a middle-aged man?

Well – we all know how important it is. We all know basically what to do to keep it in good shape. But for most of us it is difficult to follow the instructions day after day, week after week. Yet we know how valuable it would be, and not even such a big trouble, but still.

Too often we don’t recognize the silent signals. It’s only when something more dramatic happens, when we start to pay attention to what we have done recently. It’s either big pain in our body or extremely angry customer that makes us wake up and start analysing the way we live or treat our customers.

As we should visit our doctor regularly, so should we also examine our organization. Are we delivering as we promised, do we keep our customers happy?

Other similarities include that many of us like to set goals and start different projects to improve our health or business. It can be a certain diet or a marathon running. In business we set up task forces, buy consultants to help us plan for better future. But so often, when the diet is done, we go back to the way we did before. When consultants move forward to the next organization we go back to where we were before. Change, if there is any, will only last for a short time and we are soon back to where we started from.

Numerous research both in medicine and in business tell us how to nurture our body or business in sustainable way. We should only follow those principles to succeed. In business there are some steps that can be adopted from medicine to better understand what to do.

 

First get a health check. You need an objective opinion on your business. What works fine, where do you need to improve? Is your website providing the information that makes your customers want to buy from you?

Second you must think long term. Changes will not happen overnight but require patience.

Third you need to measure your performance to see the change and to make sure you have chosen the right direction.

Fourth your change must happen in small steps. Any change for better is valuable as long as it will last. Diets or projects are not worthy if you go back after. But even a small step is vital if it stays.

Fifth and last keep going, don’t give up. The reward will come to those who are patient.

 

Any organization can provide great Customer Experience. No rocket science is required, just common sense and passion to do so. As we should be passionate about our personal health, the same way we should care about our business and customers. When doing so, nothing can stop us from succeeding.

Why Customer Experience matters?

 

Why Customer Experience matters?

How low has the price go that you would prefer a service that you know is of low value, compared to the one that is proven to give you a good experience? We as individuals make these decisions every day. Sometimes we prefer just the price, but more often the feeling of having a valuable service and experience beats the difference in price – don´t you agree?

That is why Customer Experience matters.

As we are exhausted of all the marketing communication that surrounds us everywhere, every time, we value even more the recommendations of our friends and colleagues. We even believe more on strangers opinions when choosing a hotel than the advertising jargon of highly paid copywriters and advertising professionals.

That is why Customer Experience matters.

When searching for a product we are overwhelmed of the amount of alternative providers. After some time we realize most of them are offering the exact same products just in a slightly different way. Having spent already a lot of time on this we simply want it done fast and smoothly. If we run into bugs on the website or are confused by the content we choose the one that makes all the little details right.

That is why Customer Experience matters.

Eight out of ten online users report having broblems on a website. They run into bugs, they cant find the information they are seeking or simply get lost trying to finish the transaction. A third of these customers abandon immediately, for good. And a third of these go directly to a competitor.

That is why Customer Experience matters.

Does this sound familiar to your business? Do you actually know what kind of Customer Experience your company provides? A study claims that 80% of CEOs think their companies are providing an excellent customer experience but only 8% of the customers agree.

To succeed in a highly competitive environment companies must focus on long term satisfaction of the customers. Companies must encourage their customers to recommend the company and its services to their peers. If a company is able to create such a positive circle for sure it will succeed, better than the competitors.

 

Because Customer Experience matters.

Tridea – For winning Customer Experiences

 

First there was just three young men with an idea – that became Tridea. Along time the idea has evolved as has the experience and knowledge of the people behind it. Today, this 25 year old startup is focusing on one of the most crucial areas of success for companies – Customer Experience.

Every industry faces even harder competition which is caused by digitalization and globalization. Companies are trying to keep up with the competition by closely following their competitors and quickly copying every good idea they find in the industry – thus making competition even harder. What they should do – instead – is to differentiate themselves from the competition, by offering better customer experiences.

This however is easier said than done. Creating better customer experience takes time. It must be in the strategy of the company and requires commitment from top management down to every individual employer. It also requires training your staff and day to day monitoring that your performance is of high value for every single customer.

To be able to manage and develop you must be able to measure. There are numerous tools and methodologies to analyze customer activities online and offline. The challenge is who has the time to seek for the best suitable tools, learn how to use them and create summary charts for the managements, regularly.

Tridea is solving this challenge by bringing together essential measures of customer experience in a dashboard designed for business management. Tridea is also offering expertise services to analyze your current status online and helping to create a strategy and roadmap for winning customer experience.

Tridea will help you to create winning customer experience strategies as you can see your business through the eyes of the customer.