Customer Experience is The New Sales Strategy for Your Business
Make a list of companies or certain businesses that you like to go back to again and again. For example, you have accounts with multiple banks but think about, ‘Why do you enjoy banking more with a particular bank?’
Ask yourself; why do I like to go to this restaurant or that coffee shop frequently?
Think about whether you choose one insurance company or a pension manager over the other: this telecom or internet service provider or that one.
What motivates you as a consumer? Is it convenience? Affordability? Brand values?
We at NLP Limited have conducted research that shows six major reasons why customers begin to love a brand and climb up the loyalty ladder. This video will give you a lot of ideas for your industry.
FAST
Maybe you’re going back there because it’s FAST? I don’t want to wait for long for a banking service. Whether in a banking hall, mobile app, or online I quickly want to conclude my transaction and move on. That’s all I want. I don’t want anything else. I just want fast service. So, you may go back to the place because it’s fast.
QUALITY
An additional reason could be the QUALITY of Product and Service? What’s Quality? It may be better food… delicious… well served. It’s better in every way. Its quality is better. And you don’t mind spending a little more money on that better quality.
COMFORT
Sometimes, you do things because of COMFORT. For example, you often take a cab or drive yourself instead of public transport because it’s comfortable. Whenever possible, I like to go to resorts because it’s cozy. Depending on the luxury and service at the resort, I may even extend my stay.
ECONOMICAL
Another reason could be it’s ECONOMICAL. For example, you may wait for Black Friday Sale to buy particular stuff because you will save a lot of money. Sometimes, you travel extra miles to buy groceries because it’s cheap there.
USER FRIENDLY
You go back to businesses because they are USER FRIENDLY. People are nice. So I’ll go back to this place. It’s so easy. I go back to this website is it’s fast and easy to navigate. I like to use this Bank’s Mobile App cause it’s user-friendly, it’s so easy.
CUSTOMER SERVICE
The other one is CUSTOMER SERVICE. Like you call your bank to reverse the failed transaction into your account. You want them to return the fund immediately or expect it within 24 hours maximum. So, the service person you speak to attends to you very well and assures you to do the needful. And reversal is significant to you.
TIME TO GO BEYOND CUSTOMER SERVICE
Isn’t this kind of situation reactive? What does this mean? For instance, here are vital things of customer service. Thank you for calling. How may I help you? Yes, great. You resolve the issue and tell your customer. The service request you called for has been fulfilled. Is there anything else I can do for you?
The client was upset you handled it; you reacted. So, all good customer service is about. Thank you. May I please put you on hold for a minute? Could you please provide me with that information? I appreciate your help. Thank you for listening. Thank you for understanding. Thank you. It’s customer service.
Customer service could be, I understand where you’re coming from. I totally feel your pain. I’m sorry. I apologize. It’s customer service, and it’s still reactive.
A customer comes to your showroom, and she buys; you say, here’s your receipt. Thank you so much. Have a great day. Would you also like to buy this? Would you like to upgrade your service? That’s customer service.
All this kind of service is at a basic level of customer service. Moreover, it’s reactive.
When you think in the context of a customer reaching you for a service, it’s always going to be reactive.
Many great organizations are going beyond basic customer service to another level. They are developing customer journey maps to understand their customers better and wow them with amazing interactions. We develop the Customer Journey Maps and help our clients craft customer interactions that lead to amazing, unbelievable experiences.
And we design the approach in advance, what we want the customer to feel about our brand. It’s Customer Experience, and it’s proactive. The main differentiator in Banking, Insurance, and Telecom Industry is not your product but it’s Customer Experience.
Proactive in the way you treat your clients. Customer experience is all about details. So, what if my bank calls and tells me, hey, we just want to remind you. You know your anniversary is coming up. Or your wife’s birthday is coming up. So, for any purchase you make from our partner showrooms, you get a 10% discount.
Or what if your bank calls and says: Last year, this month, you paid your child’s school fee; how’s your child doing? Would you need funds this year too?
This interaction is a Proactive Customer Experience. And gets your customer thinking: Wow, my bank remembers me.
Cares for me.
During our NLP workshops, we give numerous strategies and ideas to help you create unbelievable experiences that will amaze your customers. We design strategies to create an amazing customer experience for banks, insurance companies, and telecom customer experience centers.
There are thousands of occasions to win the customer’s loyalty and grow your business manifold. Don’t miss these opportunities.
Email us now to design an Amazing Experience for your customers.
