Reinventing Your Customer Experience is Key to Remaining Profitable During Covid-19

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By: Wise Marketer Staff |

Posted on November 13, 2020

Did you realize that over 84% of the companies who try to actively improve their customer experience see an increase in revenue? Leaving consumers with a good impression of your business is not easy. This task is even more challenging in the age of COVID-19. Businesses are clamoring to find a way to stay connected with customers as they linger in quarantine.

One of the main things you need to focus on when trying to stay profitable and increase revenues throughout this global pandemic is redefining your customer experience. Accomplishing this goal will require both hard work and persistence. Below are some things you need to consider when trying to improve and reinvent your customer experience.

Invest in Top-Notch Technology

Before you can make changes to your customer experience, you have to take stock of the systems and technology you have in place to serve your clientele. One of the first opportunities you have to provide consumers with excellent customer experience is when they call into your business. When consumers call your business, you want them to be routed to the right department right away.

If a customer has to stay on hold forever, they will get frustrated and hang-up. Instead of making this mistake, you need to invest in automatic call distribution (ACD) software. You may be asking yourself, what exactly is ACD? This software is designed to help your employees handle multiple interactions with customers at one time. With this software, you can rest assured that customers are directed to the right department for the information they seek.

Several useful options from NICE inContact can help in simplifying and making the procedure work properly.

Spend More On Online Marketing

Spending more money on online marketing will increase brand awareness and improve the customer experience if you interact in a personable manner.

Millions of people around the world are in quarantine at this very moment. Since being stuck indoors, people have taken to the Internet to fill the hours of the day. As these consumers peruse the internet for new products, services, and experiences, you need to make sure they're able to find your business. The only way to accomplish this is by investing money in online marketing. Establishing an online presence for your business and getting active on social media platforms is a necessity.

By doing this, you can increase the level of visibility your brand has online. If you are unsure about how to structure and implement new marketing plans, then it's highly suggested to seek out the help of a professional to get you started. Being consistent with your online marketing efforts is the only way to keep your brand on top. The money you spend on these campaigns will be worth it considering the sales leads they can produce.

Provide Your Customers with a Great Mobile Experience

This photo is an example of why enhancing customer experience on mobile is so important - the phone never leaves our hands!

Another important thing you need to focus on when trying to enhance your customer experience is targeting mobile users. Millions of people use their mobile devices to access the internet. When these people visit your website, they want a customized experience.

Websites that are not optimized for mobile users are very hard to use. Mobile users have to resize images and text in order to see what your business does. Instead of making these users jump through hoops, you need to invest in responsive design. With the help of an experienced web designer, you can fix the issues your website has with ease.

It’s Time to Make Some Changes

As you can see, there are many things you can do to improve your brand's customer experience even during a pandemic. Making these changes may be a bit ominous, but it is the best path forward for your business. With the right guidance, changing your customer experience will be a breeze.