Delivering good customer service is always a vital goal for any business. However, in your effort to make that happen, you might end up doing the opposite. To deal with that, you need to explore experience transformation. But how does it work exactly and how do you make it happen? Let’s look further.
What Is Experience Transformation, Anyway?
In its simplest definition, experience transformation is the process of optimizing the customer experience. The idea is to make it more satisfying and consistent for them. That might seem odd since you will likely do this already when laying down your customer service effort. However, as it turns out, that is easier said than done.
As you develop your service process, you often accommodate new things your customers might want. However, this can push your processes away from your initial service vision. For instance, adding new transactional options can complicate the process for your customers.
Experience transformation aims to resolve these problems by bringing back your processes in their desired direction. It also looks to integrate these new developments into your service process so customers can jump into them quickly.
Why Experience Transformation Is A Must
But there is more to experience transformation than just that. The strategy offers several other benefits that you should pay attention to.
Adaptability
One thing worth mentioning is that customer preferences are continuously changing. As you try to meet these changes, your CX effort will come across many obstacles. Experience transformation makes it easier for you to get past these by making it easier for you to implement changes and keep your CX on track.
Greater Customer Retention
As you already know, a great experience is an effective way to retain customers. Experience transformation can contribute to that by ensuring that what your customers get is consistent throughout their journey. Additionally, it convinces them to invest further.
Internal Process Optimization
While experience transformation focuses on customer-facing processes, it can also contribute to your internal process optimization. That is because you can apply the same approaches to those processes. That creates a more seamless integration for both, improving efficiency.
The Experience Transformation Framework
So, how do you bring experience transformation into your overall business strategy? For that, you need to have the right framework. Here are the five essential elements of that framework.
Customer-Centricity for Better Experience Transformation
We have emphasized before how customer centricity is essential for delivering good service. So, it should be no surprise that it will be one of the essential ingredients of an experience transformation. However, it isn’t just about building the experience around them.
You also need a better understanding of the customer to do that. Take advantage of all the different analytic tools you have to know better the type of experience customers want. It will also help to create channels that make it easier for your customers to provide feedback.
When you work with Virtua Solutions, we already ensure this customer-centricity is in place. Our team already places our clients at the heart of the service. And we are ready to extend that to your customers, giving them the attention they need.
Journey Mapping
As it is, each customer’s purchase journey is unique. Hence, their experience will also often be different from others. To better transform that experience, you need to understand that journey well. Mapping it will give you a better idea of the various touch points and challenges customers encounter.
When mapping, you should also pay particular attention to customer emotions during each touch point. For instance, they might feel frustrated with some touchpoints while being more comfortable with others. Once you have mapped these, you can determine how to resolve these touchpoints.
Technology Integration
Technology has a significant impact on the customer experience. It can either make that experience either a pleasurable one or a source of frustration. Thus, to transform your customer’s experience in the right direction, you need to integrate technology right.
The idea is to bring that tech at the right amount and in the appropriate places. You don’t want your customers to be overwhelmed with these features. Instead, make these a more natural part of the experience.
Virtua has always been at the forefront of this technology integration. We are ready to help you train your customers and staff in using this tech. Our service agents can also provide support in answering questions regarding these tools.
Employee Engagement
Your team is also an integral part of the experience transformation process. After all, they are the main deliverers of that experience to your customers. As such, you should ensure they aligh with the company’s vision.
You also want to cultivate greater customer affinity within your employees. That encourages them to become advocates for customer success. On the other hand, you should also cultivate a strong brand affinity with them.
Continuous Iterations
Experience transformation is not a one-off process. Instead, it should be a continuing aspect of your business development. With that, you need to create a system of iterations for improving processes. Here, you need to ensure that your company can effectively implement these iterations regularly.
An essential element of these successful iterations is effective feedback loops. Ensure that these loops are intuitive for your customers to follow. You also make analyzing these loops a lot easier.
Virtua helps you by giving you a team that can quickly respond to these loops. Our agents will not only go through customer feedback quickly, but also pass out responses. That way, we ensure to implement these changes faster.
Transform The Customer Experience Into Something MORE
Effectively transforming your customer experience is going to alter your business in more ways than one. And Virtua Solutions is ready to help you make that effort a success. Contact us today and let’s get started in making the big change.