Sunday, April 29, 2012

Is Your Customer Experience Broken?

According to brand-builder Christine Mauro, "customer experience" is where it's at.

"Customer experience is about meeting customer needs, about choosing and using certain words, about aligning touch points, and about creating relationships," she says.

But marketers often overlook the three touch points with the biggest effect on those relationships, Mauro says.

Voice. Marketers speak inconsistently and use in-house or industry jargon customers don't grasp. "Establish a distinct voice that brings your brand to life, and stick with that voice," Mauro recommends. "Use clear language and jargon-free terminology. Explain details in simple terms that the customer can understand."

Language. Marketers frequently turn off customers by delivering a "fragmented customer experience." One department handles purchases, another rewards; one, payments, another refunds. Worse, they all use their own terminology. But customers think of you as one entity. All departments "should speak the same language, use the same terms, and create a seamless experience."

Fine print. Marketers often think a pretty Website is enough. But good customer experience stems from presenting information well, including fine print. "Consider every single word and graphic element, down to the tiny print of your Terms and Conditions copy," Mauro urges. Your "unheralded touch points such as bills, policies, and all the functional communications that customers interact with on a daily basis" have a huge impact on customer experience.

Powered by Blogger.