The challenges of modern marketplace amongst other things demand a customer centric approach for companies to succeed. As our world becomes increasingly digital, user experience assumes a critical mass. Improving the customer experience lowers the operational costs, solidifies your customer base and secures long term growth. For the whole set-up to function without any friction, there are a multitude of factors worth considering-
Smooth User Interface:
The first point of contact for a customer should be convenient and engaging. Modern customers are very discerning and look for instant gratification. If the company website is not easy to navigate, it might overwhelm or frustrate the user experience and drive them away.
The information that is being sought should be easily available or readily supported. For example, the instant chatbox that pops up is a good support tool. However, the companies can constantly endeavour to have a more robust customer experience like investing in better call centres or branch experience or improved mobile apps. Ensuring a positive experience across multiple channels and the optimal utilisation of these touchpoints is essential for success.
Empowered employees:
Employees are generally the first point of human interaction for the customers. They embody the brand and its promises together with communicating user experience and perceptions.
Empowered employees are more likely to help consumers and deliver an enagaging customer experience. Collecting employee experience data and suggestions can provide valuable insight.
Leverage technology for seamless service offerings and delivery:
There is no doubt that technology is enabling companies to provide a richer experience, but this should be coupled with keeping customer at the forefront of product or service development. AI and machine learning has made new levels of service and personalisation both scalable and affordable.
The need is to adopt AI technology that helps to serve the customer better so that they can make better decisions because of the technology. Technology should be able to make the user experience more efficient and helpful.
Customer Feedback and Personalisation:
KYC or Know Your Customer is omnipresent in almost all sectors be it banking or telecom and rightly so. Customer feedback helps to answer the million-dollar question “What does the customer want?”, eventually helping the organisations make decisions that are better informed and deliver on their promises efficiently.
Customer feedback enables to personalise the experience making the interaction smoother in turn strengthening the customer-organisation relation.
Focus on customer support:
A memorable user experience is hinged on a robust customer support. Customers feel more encouraged to stay loyal to a brand if they feel confident that their needs will be addressed even after buying a product or service.
However, to deliver a good service, a company needs a well-trained team, a top-down leadership style focussing on quality and a robust CRM infrastructure that is flexible and scalable.
To summarise, the value of a good customer experience is unquestionable and can lead an organisation to effectively deliver on their promises and power its growth.
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We at JaZaa provide business services including financial advisory to small companies and start-ups which helps them in managing financial crisis and manoeuvring the tight spots as we provide them with financial modelling and financial analysis along with financial forecasting to help them make sound decisions.
We also give CFO services along with accounting and bookkeeping. All the data analysis is done, for our clients, to take decisions accordingly. Financial management is a daunting task as it encompasses all the departments and the whole company. Working with us enables our clients to have someone who has a clear understanding of their goals and has the expertise to help them achieve these goals and turn their dream into a reality.
JaZaa Business Services takes pride in its long-term associations with start-ups from varied industries and worldwide locations. We provide end to end business solutions to Start-ups right from its early stage to its development phase. We aim to provide wholesome and qualitative services to our clients by focusing on their growth and overall development. We deeply value our relationship with clients and look forward to serve them in the best of their interests.
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