It’s not a question. Digital customer engagement and service is on the rise. Customers are of the hope that businesses will in day’s to come, implement digital channels to solve service issues and complete transactions. According to Zendesk, 70 % of customers expect companies to have a self-service option in their websites and 50% expect to solve issues concerning products or services themselves.
The key to keeping the human element in digital customer experience is legitimacy, and implementing a true people-centred core whereby all dealings are individual.
In the past, companies have been looking for customer interactions in product planning and selling viewpoint, with little focus on who the customer was. Keeping the human element entails concentrating on long-lasting relationships and genuine partnerships with customers. Companies that focus proactively on creating lasting relationships that align with the customer’s goals have better results and outcomes.
Here are a few ways to humanize the customer experience.
Keep The Human Element In Your Brand Image Through Stories
Your brand has a story. Do you tell your brand’s story to your customers? Whether through videos or texts, describe your brand’s history and the values you uphold. For instance, if your brand provides for particular social or environmental causes, customers will be keen to learn that they support the same causes incidentally by engaging with you. Collaborating with brand advocates and company employees sends a strong message to your customers that your company is comprised of a strong team that puts its customer in the first place.
Another way is to help customers with inputs to what they have purchased. For instance, are there any improvements needed? Do the customers enjoy a specific feature? You can get answers to these questions by engaging your customers in social media. Ensure these channels are part and parcel of your company since they can provide valuable customer feedback.
The company’s sales team and agents should be educated to speak to customers with compassion, especially when the customer is going through testing situations. If you show your customers that you know what they are going through and comfort them, you are likely to win their trust.
Moreover, spending the time to contact and engage with them through their favourite channels and rewarding them for their loyalty by offering them special buying opportunities, discounts and free goods shows your company values them individually.
Incorporate AI For Feedback
Recognize individual customers who are getting smarter over time. You may get that knowledge via continuous feedback loops as well as automated continuous education.
If you get feedback from a particular customer interaction, feed it back to their profile. A closed feedback loop is necessary to help you with regular knowledge from every customer interaction and also get more information about your customers from other people. This is the greatest way to deeply know your customers, what they want and their behavior.
When asking for customer feedback concerning your products, remember to keep in touch with them regularly. After you’ve offered your service or you’ve made a sales exchange, take your time to send particular surveys to ask them to rate and describe how they felt about your service and the products you sold them.
That being said, it is also imperative to comprehend your customer’s feeling when they are no longer interested in your offers since it can empower your brand to take necessary action and enhance the customer experience.
Personalised Content is Key to Keep to Keep Customers Engaged
It is essential to keep customers emotionally engaged with your content. Customers like it when you tell your story and marketers are striving to become better at storytelling. The only challenge that marketers face is to write an entertaining story that doesn’t sound and appear to be written by an agency but themselves.
Some brands are so rigid in a way that even their promotional is templated plus their copy. Avoid being too rigid! Be genuine and narrate stories that will elicit particular feedback and not just reiterate your mission, vision, and values. In your stories, try to in use wit, with a little humour, and a sprint of self-effacement to develop throb of the brand. To keep the human element when it comes to customer experience, you could begin with an understanding of the feelings of your employees and customers. Once you consider internal feedback and keep a customer-focused attitude, your company can provide smooth experiences your customers want with a genuine human touch.
To recognize individual-level knowledge of every customer, you need to be people-based and make use of all the available data. Always act in real-time and understand your customer’s behaviour so that you can predict their next move. Customers want to buy from companies that show a deep understanding of their users and address each customer’s individual needs and truly value who their customers are.