We Omind, act as a catalyst for our customers to achieve this at the pace. We built and deliver our products with the cutting-edge technology of AI, ML, Automation, etc. at heart, paired with incorporating the changing needs of your end customers.
– Amal PS, Group CEO Omind
Each digital interaction between a customer and a company offers an opportunity to reinforce brand
value, achieve customer loyalty, and associate it with your business goals and Return on Investments
(ROI). The foundational mission for many companies has always been to provide top-notch quality customer experience, but it is rigorous and laborious.
CX is constantly evolving, and with the emergence of new technology and easy-to-use apps, customer
expectations are changing. So, to alleviate the chance of falling behind customer expectations, each
company needs to have a full-proof customer experience strategy. This strategy should cover the 360° of your company. Starting from end users, employees’ insights/alignment, and your key business metrics. Connecting and tying up across the value chain is what we do at Omind. It should include the best practices to secure the company’s position among the customers and retain them.
Importance of CX value as a brand differentiator
When customers receive personalized communication based on their activity on a site, the revenue of their products has grown by 38%. – Harvard Business Review
98% of the marketers providing personalized services eventually improve end-customer relationships – Forbes and Statistica Reports
For consistent business growth, CX has become a primary differentiator to business KPIs. It is the one logical connector that connects disparate elements such as consumer needs, technology, employee workflow, and marketing, to fulfill customer expectations and enhance their satisfaction.
5 best practices to create a compelling customer experience
Before designing an authentic and consistent CX, you need to have a clear understanding of your
company values, mission, and personality. How do you want your customers to feel about your brand?
What are the underlying core values that guide you to make brand decisions and actions? Responses to these questions will help you to create and manage a captivating customer experience throughout the customer journey. The 5 tips that can help your company get started on the right track.
1. Orchestrating the dynamic marketplace
In today’s marketplace, to orchestrate a competitive and sustainable position, you need to influence the customer journey, rather than merely converting potential customers into loyal ones. From customer data sharing, digitalization, and intelligent integration to embracing knowledge; all create a fascinating customer experience, which pushes competitors to grow and stay competitive in the dynamic marketplace.
2. Aligning customer and organization needs
To create an intriguing CX, customer-centric employees and managers need to understand why and how patrons perceive their products, services, and brands. It is also about not overestimating customer satisfaction or underestimating their expectations regarding the brand.
3. Reinforcing digital market channels
“Nowadays, social media plays a pivotal role in creating an embedded and compelling CX, which
facilitates high levels of patron satisfaction.” Amal PS
Reports have shown that customer-initiated posts have influenced potential buyers to be their loyal
ones. media conversations have solved customer issues promptly, which helps them to continue their
patronage of the respective companies.
Group CEO
Omind
4. Handling customer grievances and feedback
Handling customer complaints takes both time and effort, which eventually drains out the company’s resources. As per ACSI data, about 12.8% of customers formally complained to companies, but 30% of them informally complained on social media. These disgruntled customers tend to leave the company and tend to buy substitute products from the competitors. Hence, it is better to handle customer feedback and grievances in a satisfactory way to retain the loyal ones.
5. Using technology to create pioneering CX
To get a tailor-made CX experience, you need to integrate ML and AI technologies, which ensures 24*7 customer services and allows you to get precise insights about customer choices. As a result, it adds to improved scalability and personalized services to the customers, thereby improving customer journeys. CX is an important competitive differentiator as it is a business indicator, which is completely premised on understanding the customers completely.
