5 Customer experience rules that brands should live by

5 Customer experience rules that brands should live by

Julie Pearl Published on April 23, 2015

Employees-looking-at-notes-posted-on-a-wall
Like every business process, customer service is governed by fundamentals that enable brands to deliver excellent assistance and support to their marker. The ultimate mantra is to make the customers happy, but there are specific rules that you must keep in mind in order to satisfy the public, regardless of the industry you belong in. What are those rules, and how can they fortify your customer experience strategy?

1. Customer experience varies from person to person.

Smiling-woman-in-focus-with-people-in-the-background

How people define excellent customer service can depend on many factors, like their shopping personality or the generation they were born into. This why you shouldn’t just understand their needs as whole, but also individually. And since only they can tell what they truly want, patterning actions after feedback should therefore be a key metric for measuring customer service quality.

 

2. The customer is the center of every transaction.

Woman-delighted-by-choices-of-shoes-offered-to-her

What made you decide to put up a business? Achieving personal goals may be your biggest reason, but this shouldn’t be the sole objective that drives you to serve the people well. Your clients, the very people who could take you to your target, should always be the center of what you do. Remember that you’re not simply here to sell; the bigger goal is to help people buy what could satisfy them or solve their problems.

 

3. Loyalty starts with familiarity.

Bartender-giving-a-high-five-to-a-customer-great-customer-experience

People return to things and places where they have developed comfort in. There may be a thousand other options for them to choose from, but once they found a brand that perfectly suits their needs, they’d stick with it for good. If you want your consumer base to stay solid, give them the kind of pampering that fits their temperaments—the one that they could only get from you.

 

4. Employee interaction is the root of customer engagement.

Colleagues-doing-a-group-high-five

You can’t get quality market feedback and interaction without fostering quality communication practices within your workforce first. As the popular statement goes, “Happy employees create happy customers.” And well-engaged ones interact with the public well, too. So invest in trainings, acknowledgements, and encouraging words to see how these would come back positively to your brand.

 

5. The popular action is not always the right one.

Calm-and-unhurried-call-center-agent

Making your goals clear to everyone is part of facilitating healthy interactions within the confines of your company. There are structured metrics that need to be passed, and there are intangible aims that need to be met. Your agents may strive for metrics like a short average handle time because of the incentive they could get for doing so. And in exchange for a short call duration, they might sacrifice the other aim, which is to deliver a pleasant customer experience. You should make it clear that while internal performance indicators should be kept at a satisfying rate, the customer’s satisfaction is still the ultimate measure of a company’s competence.

Rules are made to keep things together. By sticking to the fundamentals of customer service, giving excellent customer experience should come naturally. So, what other rules do you live by in order to keep your customers happy?

As one of Open Access BPO's content writers, Julie Pearl shares her BPO knowledge through her blog posts, research papers, and other resources. She writes about outsourcing news and call center management tips and insights.
JOIN US ON FACEBOOK
Open Access BPO
Open Access BPO1 day ago
Meet the diverse superheroes of our #ContactCenter team! From analytical minds to empathetic listeners, we've got it all.

Swipe through to see the incredible personalities, working styles, and motivators that make our customer service shine!

----------
Our #recruitment & training strategies are designed to get the best reps for your brand.
Oursource with us today: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO1 day ago
#CallCenters need to build a consistent and memorable #CustomerExperience covering all channels, both digital and non-digital. You need a high-performing #multichannel team that can successfully implement your #CustomerService strategy.

Here's how: https://buff.ly/3qvoHui

----------
Let us create the multichannel program and team for your brand: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage`
Open Access BPO
Open Access BPO2 days ago
Among other benefits, 𝗰𝗼𝗻𝘁𝗲𝗻𝘁 𝗺𝗼𝗱𝗲𝗿𝗮𝘁𝗶𝗼𝗻 monitors and reviews user-generated content to:
• ensure the safety of customers;
• combat spam and potential scams;
• prevent misinformation and fake news;
• boost user experience; and
• cultivate an inclusive community.

𝗕𝘂𝘁 𝘄𝗵𝗶𝗰𝗵 𝗰𝗼𝗻𝘁𝗲𝗻𝘁 𝗺𝗼𝗱𝗲𝗿𝗮𝘁𝗶𝗼𝗻 𝗺𝗲𝘁𝗵𝗼𝗱 𝗶𝘀 𝗿𝗶𝗴𝗵𝘁 𝗳𝗼𝗿 𝘆𝗼𝘂𝗿 𝗯𝘂𝘀𝗶𝗻𝗲𝘀𝘀?
Explore the fascinating types of #ContentModeration shaping the digital landscape: https://buff.ly/3WR5rn5

----------
Work with our content experts to build a community where everyone feels heard and protected: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO3 days ago
Preventing your customers from leaving your brand may not be as easy as it sounds, but here are 5 tips your outsourced #CallCenter's customer retention team must consider: https://buff.ly/3Nem7Sb

----------
Ensure brand loyalty with Open Access BPO's high-quality #CustomerSupport. Contact us today: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerRetention
Open Access BPO
Open Access BPO3 days ago
#CallCenter Team Leaders drive progress and ensure top-notch service for your brand's customers.

Want to unlock the secrets to becoming an extraordinary leader for your team?
Here are the 5 biggest enemies of great leadership, along with a few tips on how to be a good leader: https://buff.ly/45LagCr

----------
Partner with Open Access BPO. We have great call center agents and team leaders to guarantee your brand's growth: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO1 week ago
To build a truly customer-centric organization, your #CustomerExperience team must be highly emotionally intelligent.

Here are the 5 advantages of cultivating #EmotionalIntelligence among your #CallCenter staff: https://buff.ly/43uHbcu

----------
Connect with an #outsourcing firm that can deeply connect with your customers: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CX #CustomerSupport
Open Access BPO