The customer experience, the best way to approach your business

The business center as customer experience, the new need of today’s market

How do I know what my client thinks?

The customer experience (CX) is the product of a customer’s perceptions after interacting rationally, physically, emotionally and psychologically with any part of a company. This perception affects customer behavior and generates memories that drive loyalty and affect the economic value an organization generates.

This type of practices in your business is very beneficial, applying them implies:

New customers: With a good experience you will attract a number of trends to be recommended and therefore recommended to new customers.

  • New customers: With a good experience you will attract a number of trends to be recommended and therefore recommended to new customers.
  • Commitment and loyalty: Customer satisfaction is not only based on a first internation or a purchase process, maintaining a relationship with our buyer is a main pillar of a good customer experience strategy.
  • Better crisis management: When a customer trusts a business, they are more likely to report a complaint and thus be able to act accordingly.
  • Reduced marketing costs: The user experience approach generates a higher conversion ratio with lower costs.

Here are some reasons to make customer experience in your business.

Finally, but no less important to talk about the Net Promote Score, or the NPS. Which is a meter that helps us understand the relationship with the customer and see if he would recommend our brand, this data can be obtained in many ways, the easiest is to do CX surveys.

eAlicia is a platform based on CX, if you have any questions or plan to improve your business you can arrange a meeting with us at this link. Our team of professionals will be happy to advise you.

CUSTOMER SERVICE DURING CORONAVIRUS

THE KEYS TO MAINTAINING CUSTOMER CONFIDENCE

The global health crisis caused by the coronavirus has put the world on a “pause” for months. But now is the time to think about how businesses and users learn to live with the changes brought about over the past few months. Attitudes still incipient or unthinkable before the pandemic, such as Internet shopping or social distance, have brought about radical changes in business. In this context, customer care during the coronavirus and post-pandemic (if any) is key to business survival and success.

What we know so far about customer service during coronavirus

Some studies have analyzed customer experiences during the Coronavirus crisis. Here are the main data:

  • The incoming volume of customer mentions and queries on digital channels increased by 161%.
  • Brand responses increased by 178%.
  • Brand publications on the channels increased by 133%.

In other words, with the increasing demand for customer service on social networks and other digital channels such as text messages, email or chat platforms, companies have not only had to increase their responses but also their commitment to the customer.

If they were always necessary, empathy, active listening, customer connection and reliability acquire in these moments of crisis a leading role. In a context of uncertainty, it is necessary to prepare new strategies to maintain and maintain the loyalty of current clients, offering innovative proposals and adapted to the situation to incorporate new ones.

Digital attention to customers is playing and will play a central role. In short: creativity and innovation to provide personalized attention and unique experiences in the context of the gravity of the global crisis.

With eAlicia software, we help companies improve their communication channels with customers and train their employees to make customers become fans of your

5 secrets to improve your customer service

THE IMPORTANCE OF IMPROVING THE CUSTOMER EXPERIENCE

What is the most important thing you can do to improve your relationship with your customers? The answer is very obvious and also very ignored: improve customer service or customer service. No matter how great your product is or how talented your staff is, one of the things customers remember most is the direct interaction they have with your company.

What is customer service?

Customer service refers to all actions implemented for customers before, during and after the purchase. Also known as customer service, it is done to fulfill the satisfaction of a product or service.

This term refers to the way in which a company relates to its customers and covers all activities related to its reception, the presentation of a product, the closing of a sale, the guarantee or the response to possible problems or claims. As long as there is a direct deal with a customer, we are talking about customer service. It is the service experience received in its entirety.

Although this is the basic definition, the fact is that the concept has far more implications for the company as a whole. In recent years, the term “customer experience” (CX) has become fashionable, emphasizing the entire journey of the user and creating a unique experience in their relationship with the company. Many companies around the world are striving to improve that experience to consolidate their reputation, increase user loyalty and boost sales.

Wanting to put the customer at the center of your business sounds easy, but it’s a lot more complicated than it looks. In eAlicia we are experts in creating positive customer experiences and here we show you some steps to achieve it:

1 – Show that the customer is important
2 – Establish fast and friendly customer service processes
3 – Hire professionals who care about the customer
4 – Use new technologies
5 – Measure, measure and measure again.

With eAlicia CX you have a powerful tool to know what are the opinions of your brand or company. If you want to know what are the strengths and weaknesses of your customer service, you have no choice but to measure, measure and measure again and with eAlicia software we make it easy for you. Measuring your service will help you realize the importance of users and the huge impact they have on your organization.

To do this, it analyzes basic indicators such as the Net Promoter Score (NPS or recommendation ratio), uses the mystery client technique (mystery shopping) and measures the number of claims, the average waiting time, the number of interactions needed to solve a problem and all key performance indicators.

With eAlicia you can discover the customer perception of your company, know all the negative experiences, positive experiences and all the needs of your customers to create a customer journey map and improve the customer service experience in a fast and easy way. To get a good customer experience your best option is to train in it and in eAlicia we can help you! Many people think that customer service is “natural” or “normal”.

After all, we all deal with people in our day-to-day lives. But this attitude is a big mistake that can cost your company millions of dollars. From the eAlicia Platform you can take courses in Customer Service whenever you want.

With eAlicia CX make your customers be followers of your brand!!