Create an emotional connection

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Use technology to innovate and improve the customer experience, but be mindful that there needs to be a balance between the use of clever tech and the human touch. No one likes the automated queue system (e.g. the common banking approach to telephone support), and it’s worse still if it’s not user-friendly or intelligent. So if you are going to rely on tech for customer service – be sure to test the process yourself first and make it as simple as possible for the user.

Don’t let the machines take over
Whilst technology has undoubtedly been a great help, it is important to note that a personal (and human) touch will never be out-dated. Technology should be used to help improve the customer experience, not to form the basis of it.

A common mistake companies make is trying to build their customer experience strategy around azerbaijan phone number library their technology. This can result in the customer judging a company solely by their tech solutions when they should be analysing each individual interaction with the brand and its people. It is advisable to define your customer experience strategy, and then think about how you can utilise your tech to better achieve your goals.

One of the most effective steps when trying to create a strong customer experience is the ability to build emotional connections with the customer.

If you want to really understand the customer’s needs, then you must be able to effectively connect with them on a personal level. Technology may be advancing at an alarming rate, but the (human) ability to use an imagination and empathise with people’s situations is still far too complex to accurately replicate. The most effective customer experiences are achieved when a real-life emotional connection is made. After all, a customer will only be devoted and loyal to you if they feel like it is being reciprocated… people buy from people!

To conclude, effective use of technology is absolutely essential to improving the overall customer experience, and increasing customer satisfaction levels. As such always keep abreast of the latest technological developments that might benefit your business, but pick which to implement very carefully, ALWAYS keeping usability front of mind!