Have you ever thought about the concept of Customer Experience, which all small and big brands have tried to create in the last 20 or even 30 years for your own business? Customer Experience has 6 focus points.
These are 6 inseparable parts and the first is the creation of the Customer Experience Strategy. It includes the overall vision, purpose, mission of your business, the status of the partners regarding the company, and the creation of a brand ecosystem. First, you should prepare this step in detail so that the other steps will be developed accordingly.
The second step is Understanding Your Customer. You need to analyze your customers' requests, needs, perceptions and preferences very well. At this stage, you need to create a Customer Journey map. You should indicate all the details such as where you contact your customer, how you make them feel, how you solve their problems, on this map so that you can move on to the next step without any problems.
The third step is to design the Customer Experience and deliver it to the customer. Developing a people oriented strategy is very important at this stage. At this step, you need to clearly and clearly design how you will exceed your customers' expectations and solve problems to be experienced.
The fourth step is to determine figures such as the creation of metrics, the development of measurement methods, and the return on investment. You cannot improve and improve what you cannot measure. That's why you should clarify your goals such as satisfaction surveys and solution rates.
The fifth step is to design your company's organizational structure according to these first 4 steps. It is very important to follow and develop these first 4 steps that you have set up to achieve your goals, and that the employee in each organization knows their own job description.
The sixth and final step is to establish corporate culture. It is necessary for everyone in your company to know these steps, the values of the company, to feel and act accordingly, that is, to create a corporate culture. Thus, you will exceed customer expectations and create loyal customers.
Whether you are a small or large business, you are a single employee or you have thousands of employees. If you are not doing these steps above, you are losing a lot and you may not be aware of it.
Which of these steps did you consider for your own business?