Few most common CX challenges - how many seem familiar for your brand?
A seamless customer journey is often the deciding factor of whether your brand retains a customer or not. In fact, QUaltrics XM Institute found that over 94% of US customers said that they were “very likely” to buy from businesses with “very good CX”. Not only can excellent CX keep a client, 77% of respondents indicated they could forgive a negative business experience if they had an overall positive experience with that brand.
Seeing how stellar CX can elevate a brand’s success, let’s explore what may be hampering some business from achieving their CX targets.
1. Limited scope of data collection and leveraging
To facilitate seamless customer experiences, a brand must truly understand their customers’ needs and obstacles through clear, detailed insights during and outside direct engagement. According to McKinsey & Co in 2021, 93 percent of CX leaders focused their CX strategy mostly on CSAT scores and survey data. However, in the era of digital living, traditional methods fall short in capturing the plethora of real-time, detailed insights that truly reveal customer sentiment that smart technology picks up on.
Strengthening your CX strategy lies in leveraging tech like AI and Machine Learning to draw the most value from every data point in your customer’s journey. Every single point of interaction or engagement that is tracked holds great potential in informing you of your brand’s presence. With an AI and ML-powered CX management platform like Locobuzz, your brand can learn, understand, and capitalize on accurate insights.
2. Not quite cracked the omnichannel experience yet
Convenience and fluidity is a common priority for customers as they engage with your brand both online and offline.This means they should be able to access their preferred channels on varying devices, switch between channels, and get near-instant resolutions to issues with minimal effort. To ensure these processes flow seamlessly, a brand must break down these ‘silos’ and integrate their channels. The most optimal solution to this is leveraging software that gives your agents access to a central ticketing platform, access to prior interactions, and so much more. Investing in omni channel-driven management platforms can help your brand deliver consistent, active and informed experiences.
3. Too reliant on a conventional, department-based approach
Great customer experience includes engagement that is straightforward, effective, and delightful at any stage of the journey. Traditional company structures, on the other hand, might make it difficult to implement a more extensive CX strategy. When a customer journey is fragmented, it leads to an incoherent experience. According to a 2020 SurveyMonkey analysis, organizations that practiced cross-departmental collaboration were 67 percent more likely to see financial advantages. The key word to solve this? Holistic. Explore in detail how much you know about your customers’ interactions at different touchpoints, where departments intersect, and what primary objectives different colleagues have for engagement. Each aspect of a customer’s journey is integral to build an overall impression of your brand, and employing a tool that facilitates holistic CX management can automate and streamline these processes for you, so can unify your teams to deliver a stellar result.
Check out Locobuzz’s official website to discover more about how a CX management suite can help you tackle these challenges, and equip you with a foolproof customer experience gameplan.