CX ... Customer Experience
CX is the latest trend in building and retaining business for 2024. In fact, a company, who reserves time and budgeting to update their customer service standards and personalize each encounter, is 58 percent more likely to retain customers and 23 times more likely to acquire new business.
WHAT ARE ITCs SECRETS FOR CX SUCCESS?
Relationship Marketing
We establish and nurture relationships with our clients.
Value
We value our clients and our mission. We take pride in our work, as we know our customers rely on us to keep their systems functioning safely and smoothly, so their businesses are successful. We value their needs because our clients are
invaluable to us.
Consistency
We provide consistent service for every customer and in every job we do.
We promise our customers "will work with an expert every time," and we deliver our promise. Our clients don't have to worry about working with a middle man or amateur because that is not who we are at ITC.
Trust
We earn our customers' trust, and they know we are there for them whenever they need us.
Listening
We listen to our customers, whether they're telling us about their technology needs, family, pets or vacation.
Communication
We communicate with our clients regardless of how they want to reach out or connect with us. We provide CX excellence every time a customer needs our services. We also educate our clients, so they stay updated and informed just like our staff at ITC.
CX Types
-
ITC recommends understanding additional types of CX i.e.
-
Emotional
-
Cognitive
-
Sensory
-
Behavioral
-
Brand experience
CX Components
-
ITC recommends understanding additional components of CX i.e.
-
Context
-
Customer Action
-
Channels
-
Transitions
-
Journeys
CX Component Explanation
1. Context: What is a customer's location, physical environment, mental and emotional state when interacting with your brand?
2. Customer Action: Does your business model follow, track and adjust strategies to make a CX smooth, helpful, easy to navigate,
simple to get quick answers, follow-up if they're just thinking about the product or service ... put yourself in the customer's shoes?
3. Channels: How does a customer see and access your brand? Do you have various channels that cater to a customer's overall
experience, which are trackable, interchangeable, manageable, consistent and user friendly?
4. Transitions: How do you handle transitions, whether a customer is seeking your brand for the first time OR you are trying to retain a
client, who has had (or not) a good CX with your brand previously? Transition scenarios may be few or many, therefore, it's wise to
cover as much transitional territory to retain existing clients, gain new ones and stay competitive.
5. Journeys: Learning about each customer's journey with your brand is invaluable.This information can shape a CX, while helping you
boost your bottom line and gain/retain customers. CX is a must for a business to stay competitive and survive in 2024 and beyond.
Now that you have ITCs secrets and suggestions, you can hopefully look at your present CX business model and know how and where to make improvements for added success in 2024.