An increase in customer experience generates an average revenue increase of $823 million over three years for a company with $1 billion in annual revenue. And 86% of customers are willing to pay more for a better experience. Improving your customer experience has a huge impact on the success of your business. Continue reading to discover some top tips to offer improved customer experience for dropshipping.
Empower Your Employees
Businesses that win at customer experience start with their employees. There’s an important connection between empowered employees and delightful customers. For example, you’ve been speaking to a customer service agent for 5 minutes and you ask for a discount.
The agent wants to resolve your issue, but they need to endorse it with their manager. You’re tired and just want to be done with the conversation. It’d be much easier if the agent could use their judgment, approve the discount, or take other appropriate action, and solve your issue on the spot.
Value Employee Ideas
Employees speaking with customers are in a unique position. They’re the rubber meets the road when delivering on your brand promises. They’re equally pivotal when perceiving and communicating customer expectations. When that crucial connection suffers, so does the understanding of your customers.
When employees feel valued, they’re more engaged at work and willing to help customers. They’re twice as likely to be disengaged if they think their manager ignores them. Therefore, it’s important to let them know they’re valued by listening to their opinions and ideas.
Use Tech To Create Breakthrough Customer Experience
AI and machine learning are made for customer experiences. From chatbots that are there for customers all day to natural language processing that allows you to understand what people mean in free-form text messages, the latest digital technology has made time-to-insights faster and new levels of personalization and service.
The benefit of these technologies is reflected by the increasing number of big companies using them. There’s no doubt AI and related tech can allow you to get creative with your products and make shopping easier for your customers.
Embrace An Omnichannel Mindset
The days of sitting down at a computer to connect with a brand are gone. With over 50% of web traffic from mobile devices, multi-device digital journeys are now the standard. But it’s not all about maintaining a consistent journey across different devices.
Today’s customer experience leaders understand that customers use a range of channels to connect with brands and that every part of the journey needs to be seamlessly joined up and consistent. Embracing omnichannel is an important shift you’ll make in your business thinking, and it goes in line with prioritizing customers’ experience.
Personalize Interactions to Enhance Customer Experience
Customers want personalized interactions. 80% of consumers are more likely to make a purchase when brands offer amazing customer experiences. And 81% of customers want brands to understand them better and know when and when not to approach them. Personalization, where the experience adapts based on what you know about a customer, makes customer journeys easier and strengthens the bond between brand and customer.
Use Customer Journey Mapping
Customer journey mapping illustrates customers’ processes, needs, and perceptions throughout their interaction and relationship with your business. By cross-referencing journey maps with core metrics, you can get a better understanding of your customer experience and where there are issues and opportunities. Use journey maps to improve customer experience, envision your future customer experience, or drive organizational change.
Include Open-Text Feedback In Surveys
Customer experiences are powerful when they’re expressed in a customer’s own words. Hearing directly from customers through open-text responses on surveys will make you understand the thoughts and sentiments behind their actions and make more informed customer experience decisions.
Technology has provided a way to take open-text feedback from customer surveys and analyze it at scale so that you can increase your capacity to listen. Tools like Text iQ use natural language processing to sift large chunks of written feedback and identify the main point you need to know about.
Improve Your Customer Service
The backbone of a great customer experience is customer service. People don’t just buy from you because your product meets their needs, but because they feel confident they’ll get support when they need it.
Customers who experience great service buy more and stay loyal to brands for longer and are willing to pay 17% more for a business that offers great customer service. Your business culture should promote delivering quality, speed, and efficiency.
Implement Voice Of The Customer Programs
Voice of the Customer (VoC) is feedback about customers’ experiences with your business and their expectations of your products or services. It focuses on customer needs, expectations, and product improvement. Creating a program for capturing feedback and acting on those insights will assist you to understand your customer’s needs, create better products, and attract and retain customers.
71% of people recommend a product or service because they received a great experience. So, if you offer to improve customer experience with these 9 top tips, not only will you be increasing your brand awareness, but also drive more sales to your dropshipping business.
Let Fulfillman Help Improve Customer Experience. Call Us Today!
Do you need a reputable order fulfillment services company for your ecommerce or dropshipping business? Contact us today at Fulfillman. We provide a wide range of services including Global Fulfillment, China Sourcing, Drop Shipping, Third Party Logistics, and lots more. Our trusted experts will be happy to speak with you and provide suitable answers to your questions and concerns. A fantastic experience awaits you.