By acting upon internal feedback and keeping a customer-centric attitude, brands can offer a seamless customer experience with an authentic human touch.
In order to drive emotional engagement with customers, companies are required to balance user focused-technology and highly personalized human customer experience. This begins by understanding the emotions of both employees and customers of the company. Technology advancements are incredible, and they will be. Human customer experience creates a true customer-focused core in which all interactions are individual. Below are some tips to enhance the human customer experience in business:
Social Media
By using social media to reach out to customers, and not just using the platform for customer service or post-purchase communication, businesses can enhance engagement with customers for recommendations, feedback, surveys, and ideas that will give an enhanced customer experience. CMOs can use social media accounts to ascertain customer expectations from a particular product, giving deeper insights about customer preferences and impart the ability to deliver customized new products as well as personalized improvements to existing ones.
Also Read: Digital Asset Management (DAM) & Customer Experience (CX)
Online Customer Service
The reason why customers do not prefer online chat is that it is robotic and they feel disconnected from the brand. E-commerce stores also use chat as a minor aspect of customer service. Instead, the online store’s customer experience must be the same as the in-store customer experience, which means offering a human customer experience by providing skillful and passionate staff manning the digital channels. Doing so is a significant opportunity for the companies to communicate with customers in real-time, enhancing customer engagement and support.
Customer Needs & Preferences
To retain customers for the long term, creating a conversational and hospitable environment is very important, comprising trained staff to entertain all the questions promptly asked by potential customers either via chat or email.
This human customer experience will help businesses address complaints, suggestions, and ideas, maintaining customer engagement with the brand. Tracing customer history and utilizing the collected data for more meaningful future communication enhance brand credibility. It is crucial for companies to be familiar with the work processes in order to provide great customer support. Therefore, the staff of the company must always have in-depth knowledge of the product or service. This will empower them to assist customers better.
Incorporating Artificial Intelligence
The staff of the company must always have in-depth knowledge of the product or service. This will empower them to assist customers better. Incorporating AI into the customer service process helps businesses to get more customer knowledge individually that continues to get smarter over time. The keys to this deeper information are collecting feedback loops and automated continuous learning. Feedback from every customer communication must be fed back into the customer profile, and this will help brands to become smarter about the customers, their needs, and their behavior giving them a better human customer experience.
Also Read: Developing a MarTech Stack to Deliver a Holistic Customer Experience
Employee Experience
Employees are an integral part of the company, and the strongest link with the market, to learn the most about the customer. They have insights about the depth of the engagement and a fair idea if the potential buyer will retain them for long or not. Therefore, it is very important to act on the employee’s feedback regarding their experience with the company, whether it is about improving working conditions or customer service. Offering employees mentoring and professional development opportunities empowers them to do their best and inspires them to work for the company with more dedication and efficiency. With enhanced employee experience, brands can use them as brand advocates, which indirectly enhances the human customer experience.
In this tech-first world, customers often seek instant support with a seamless experience in which demands might be met using advanced technologies, but the human touch remains important. It is crucial for brands to give human customer experience, to stay ahead in the fast-moving experience economy.
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