Looking to experience growth? Learn how to solve and overcome the four most common customer experience problems most businesses face today.
From the first moment a customer visits your website to the final time they pay, customer experience (CX) covers it all. Similarly, CX encompasses how customers interact with marketing, sales, and any other customer-facing areas of your firm. And it goes beyond simply measuring how happy customers are with a product or service. Therefore, it’s vital to learn how to solve the most common customer experience problems you may face.
Many firms are still unsure how to best integrate CX within their organization. This, despite the fact that 67 percent of customers say their expectations have never been higher. Therefore, how can businesses overcome typical CX problems…while still improving CX?
Listed below, we’ll look at the top four organizational customer experience problems and how to solve or avoid them.
1. The Problem of Data Access
Many businesses struggle with data organization, assuming they even have access to data from all departments. Most firms don’t have access to the data they need. Additionally, even if they have, 95% of those polled need to improve their unstructured data management.
How can you enhance something without current data? It’s like visiting a huge city where you lived for a while, then trying to give directions to a friend. Lack of data is one of the most limiting factors for teams trying to innovate the customer experience.
Similarly, you can’t tell if you’re improving without data. Approximately 57 percent are unsure or lack expertise about what to measure to show their customer experience strategy is improving. Therefore, having everything in one location makes it easy to discern what’s vital and what’s not.
How to Fix the Data Access Problem
Integration is a gift. Find a central location for all your data, and then use tools to link your applications. You may then observe the correlations between measures.
For example, does faster ticket response time increase customer satisfaction? Having everything in one place can help you see what needs to be changed.
Furthermore, despite the fact that 80% of firms want to be leaders in customer experience, only one in five presently is. This is often because efforts that need more effort to verify ROI are difficult to gain momentum behind. It is conceivable, but not as simple as other company ideas.
2. The Problem of Too Little Company Investment in CX
When asked why it was difficult to acquire investment for CX, 48% of respondents said that lack of knowledge and sponsorship was a major barrier. Therefore, it isn’t that companies don’t want to move forward with a CX strategy, they just don’t know how.
How to Solve the Issue of Lack of Investment
Data is a universal language. Your data can be used to build a compelling story about why CX strategy is crucial to invest in.
Therefore, encourage your organization to realize the direct impact of customer loyalty and experience on churn and recurring income.
Additionally, you can assign a specific person to own your CX business processes, and make sure they have the data they need to justify any modifications or plans.
3. The Issue of Outdated Records
Approximately 70 percent of clients prefer to find answers on a company’s website rather than via email or phone.
Makes sense, right? People want to feel powerful. They do not want to be stuck on an unknown timeline waiting for an answer.
Unfortunately, difficulties in locating or reading documentation contribute to 21.3 percent of lost productivity. How often have you seen a document that appears to answer your issues? Only later do you learn that the photos are outdated or the text refers to a now-defunct feature.
It’s true that keeping paperwork current is difficult. Products are constantly changing, and A/B testing is always going on. This makes it challenging to verify everyone is seeing the same thing. However, proper documentation is important for both customer experience and keeping tickets out of the inbox.
How to Solve the Outdated Records Issue
This is a problem that requires another piece of software to fix.
Some help desks include this in their knowledge base capacity. A custom-built documentation review system could surface all documents that haven’t been examined in a few months if you’re not that lucky.
You can also use a spreadsheet to keep track of all your unreviewed articles. If you don’t mind adding another piece of software to your toolbox, standalone knowledge-based management platforms often have this feature. If you want to know which ones are best for your case, softwareadvice.com provides an excellent list.
4. The Problem of Old Tools
AI, customer sentiment, bots, and other cool features can significantly enhance customer experience if given the chance. Despite the rapid technological advancements in the last five years, only 19% of organizations have explored new tools, with a considerable number still relying on outdated technologies.
This hesitancy to adopt new tools underscores a broader reluctance to move beyond familiar comforts and into the realms outside one’s comfort zone. Yet, the customer engagement landscape is changing, and companies today do unique things for their clients, often thinking outside the box. While not everything requires starting from scratch, experimenting can shift client expectations and distinctively set a company apart from its competition.
Exploring a CX enterprise platform becomes crucial in this evolving context. Such platforms integrate advanced technologies like AI and data analytics, offering a comprehensive view of the customer journey. By doing so, they address current experience gaps and anticipate future customer needs. This proactive approach to integrating new tools and experimenting with innovative solutions, even when they lie outside the conventional comfort zone, is vital to elevating customer satisfaction and loyalty. It underscores the importance of keeping pace with technological advancements and actively seeking them out to create a more engaging and satisfying customer experience.
How to Solve the Problem of Outdated Tools
Find customer experience blogs, websites, or groups. Subscribe where you can so you don’t have to go looking for fresh and creative things.
In addition, read the weekly community recaps, emails, or any new and hot news on your favorite websites. If something appeals to you, ask for a demo or dig into the implementation details. Remember…you don’t have to follow every trend, but at least stay relatively current with the times.
Conclusion
Customer experience as it now stands has been around for about a decade. Already there are numerous fascinating developments.
However, with new things comes the challenge of keeping up.
Keeping your staff updated on data and your CX experience gives everyone insight into how beneficial (or not) what you offer is. Furthermore, it also provides metrics to assist you in evaluating your performance. In addition, it helps you in identifying areas where additional tools or features could help you deliver a better experience.
It’s okay to try new things! Ride the wave of innovation while keeping an eye on your performance. Your CX will quickly make a critical difference.
