{"id":2695,"date":"2022-06-29T10:00:00","date_gmt":"2022-06-29T10:00:00","guid":{"rendered":"http:\/\/138.197.200.24\/resources\/blog\/5-steps-to-radically-improve-customer-experience\/"},"modified":"2026-07-31T12:39:57","modified_gmt":"2026-07-31T12:39:57","slug":"5-steps-to-radically-improve-customer-experience","status":"publish","type":"blog","link":"https:\/\/www.smartkarrot.com\/resources\/blog\/5-steps-to-radically-improve-customer-experience\/","title":{"rendered":"5 Steps to Radically Improve Customer Experience!"},"content":{"rendered":"<div class=\"col-lg-8 ps-lg-4\" id=\"blogcatcontent\">\n<div aria-hidden=\"true\" class=\"wp-block-spacer\" style=\"height:20px\"><\/div>\n<p>Till\u00a0a while\u00a0ago,\u00a0nobody thought much of customer experience\u00a0improvement\u00a0\u2013 let alone SaaS companies, who prided themselves in creating\u00a0some of the best products\u00a0but left it to the customer to figure out how good it really was.\u00a0But not any longer. Now, customer experience and service\u00a0are\u00a0everything; it\u00a0has even taken the entire SaaS ecosystem from a market led one to a product led growth path. Customer experience is driving sales and building brands.\u00a0It\u2019s important to constantly improve customer experience with a personalised touch, because, as Nick\u00a0Bonfiglio, author and CEO, says, \u201ceach customer uses your software in a unique way, you want to have meaningful individual conversations with them while they\u2019re in the product.\u201d\u00a0<\/p>\n<div aria-hidden=\"true\" class=\"wp-block-spacer\" style=\"height:20px\"><\/div>\n<h2 class=\"wp-block-heading\">So, What is Customer Experience and How to Improve it?\u00a0<\/h2>\n<p>For a software-first or a SaaS company,\u00a0from the moment a customer becomes aware of its product\u00a0(ads, word of mouth, social media posts, etc)\u00a0to getting him to engage with the product\u00a0(free\u00a0trials and freemiums)\u00a0and interacting\u00a0(getting\u00a0hands-on with the\u00a0product)\u00a0combine to form an overall customer experience\u00a0and perception of a brand for people.\u00a0So, a great\u00a0customer-centric strategy that optimises customer experience\u00a0should be\u00a0a dynamic combination\u00a0of\u00a0customer service, customer success, customer satisfaction, customer engagement, customer interaction and\u00a0much more.\u00a0\u00a0<\/p>\n<p>Here are five ways\u00a0to build up each\u00a0customer\u2019s perception of your company, product and brand\u00a0by improving customer experience.\u00a0<\/p>\n<div aria-hidden=\"true\" class=\"wp-block-spacer\" style=\"height:20px\"><\/div>\n<h3 class=\"wp-block-heading\">1.\u00a0Time is money:\u00a0Value the customer\u2019s time\u00a0<\/h3>\n<p>Today,\u00a0every customer is multi-tasking and mobile-enriched\u00a0\u00a0and demands\u00a0data that enables them to make strategic decisions\u00a0pronto.\u00a0While businesses measure customer  experience on various parameters,\u00a0this\u00a0<a href=\"https:\/\/www.business2community.com\/customer-experience\/7-important-customer-service-stats-2017-01759347#8dcW067rCYaFBHZP.97\" rel=\"noreferrer noopener\" target=\"_blank\">Forrester Research<\/a>\u00a0found that a\u00a0whopping\u00a077% of\u00a0customers\u00a0rate a\u00a0company\u2019s service\u00a0as per\u00a0how it values their time.\u00a0So time to stop forcible onboarding, and make ?\u00a0<\/p>\n<ul class=\"wp-block-list\">\n<li>Anticipate the customers\u2019 needs\u00a0<\/li>\n<li>Ease up sign-ups and onboarding\u00a0<\/li>\n<li>Be quick with responses\u00a0<\/li>\n<li>Leverage social media and chats to find quick resolutions to customer issues\u00a0<\/li>\n<\/ul>\n<p><strong><em>Woo the customer with\u00a0speed and efficiency\u00a0and turn them into your advocates.<\/em><\/strong><em>\u00a0Multiple surveys conducted in the recent years have indelibly linked customer experience and PLGs with customer\u2019s time. A\u00a0<\/em><a href=\"https:\/\/blog.twitter.com\/en_us\/topics\/insights\/2015\/Consumers-spend-after-positive-customer-service-interaction-on-Twitter.html\" rel=\"noreferrer noopener\" target=\"_blank\"><em>Twitter poll<\/em><\/a><em>\u00a0showed how airlines\u00a0customers\u00a0are\u00a0willing to pay\u00a0an astounding\u00a0$19.83\u00a0if that would enable them to get a\u00a0response\u00a0to their queries\u00a0within just six minutes.\u00a0So provide value to the customer here and now, and drive growth\u00a0\u2013 this is the simplest way to improve customer experience.\u00a0So, time to stop forcible onboarding and give other educational tools for customers to know your product, perhaps?<\/em>\u00a0<\/p>\n<div aria-hidden=\"true\" class=\"wp-block-spacer\" style=\"height:20px\"><\/div>\n<div aria-hidden=\"true\" class=\"wp-block-spacer\" style=\"height:20px\"><\/div>\n<h3 class=\"wp-block-heading\">2.\u00a0Empathise: Feel the customer\u2019s pain\u00a0<\/h3>\n<p>Keep in constant touch with the\u00a0customer,\u00a0talk to them,\u00a0feel their pain, hear their problems patiently \u2013 show them you care. This comes from understanding your customer and their\u00a0needs\u00a0\u2013 actually,\u00a0anticipating them.\u00a0\u00a0<\/p>\n<ul class=\"wp-block-list\">\n<li><em>Listen to them:<\/em>\u00a0Be a good listener, and find out what are your customers\u2019 worries and aspirations\u00a0<\/li>\n<li><em>Find out what drives their successes:<\/em>\u00a0What matters to them, their priorities. Make their success yours to show them you care\u00a0<\/li>\n<li><em>Work on customer satisfaction:<\/em>\u00a0Acknowledging their feelings will help you get to know them better, and help you turn even a negative experience to\u00a0one of\u00a0positive advocacy.\u00a0<\/li>\n<\/ul>\n<p>For SaaS companies, it\u2019s imperative to win over\u00a0customers\u00a0with empathy.\u00a0Improve Customer experience through empathy can only happen if you align all departments of your company, from marketing to sales to product design to adopt a customer-first attitude.\u00a0Instil empathy in your company culture by initiating customer-centric initiatives. Give EQ equal importance as IQ.\u00a0These days there are\u00a0<a href=\"https:\/\/www.prnewswire.com\/news-releases\/businessolver-launches-new-empathy-index-online-assessment-for-organizations-to-measure-workplace-empathy-300709174.html\" rel=\"noreferrer noopener\" target=\"_blank\">tools to map<\/a>\u00a0and gain insights about how employees perceive workplace empathy using a clutch of\u00a0company values, CSR initiatives, behaviour and workplace culture to help companies where empathetic practices are needed.\u00a0<\/p>\n<div aria-hidden=\"true\" class=\"wp-block-spacer\" style=\"height:20px\"><\/div>\n<h3 class=\"wp-block-heading\">3.\u00a0Don\u2019t make\u00a0frequent\u00a0radical changes\u00a0to the product\u00a0<\/h3>\n<p>Comfort of use is everything when it comes to software applications. Certain\u00a0usages\u00a0become a habit \u2013 almost a reflex\u00a0\u2013 for\u00a0the customer, and he uses them without much thought, thankful almost,\u00a0for an automated process that\u2019s taking care of a certain part of his workload. Imagine his chagrin when he is forced to change the way he works frequently due to your unannounced\u00a0updates.\u00a0So, overhaul your site only if you must, and it will have a significant impact on\u00a0conversions\u00a0and revenue generation.\u00a0<\/p>\n<p><em>Incremental changes versus Radical redesign<\/em>\u00a0<\/p>\n<p>This is a raging debate in the design architecture world, with making \u2018room for improvement\u2019 often winning.\u00a0The Japanese even have a name for it: Kaizen, meaning \u2018changing for the better\u2019. So, before\u00a0you mindlessly bung the old out of the window and go for a radical redesign, rethink its necessity along user-centric goals.\u00a0Go for it only if it\u2019s the last option.\u00a0Meanwhile, use the Kaizen principles to\u00a0<\/p>\n<ul class=\"wp-block-list\">\n<li>Look for gaps in workflow, fix it\u00a0\u2013 update tools, get a new set of them if needed to create intelligent workflows\u00a0<\/li>\n<li>Train your workforce\u00a0to know the product inside out.\u00a0Begin with yourself\u00a0\u00a0<\/li>\n<li>integrate\u00a0all your departments to focus on customer\u00a0\u2013 know the customer, his demands, needs\u00a0<\/li>\n<li>Take customer feedback seriously \u2013\u00a0be prompt to\u00a0act on it, empathise to add value to it\u00a0\u00a0<\/li>\n<li>Keep making imperceptible changes along the way\u00a0<\/li>\n<\/ul>\n<p><em>As much as quality of a product is key to user experience so is stability and dependability on the product. This is disrupted by frequent changes.\u00a0<\/em><em>So, while quality assurance is a thing in SaaS businesses and customers need to believe they\u2019re getting value for money, don\u2019t fall into the pitfall of thinking customers will think you\u2019re at the top of the game if you keep updating your site.<\/em>\u00a0<\/p>\n<div aria-hidden=\"true\" class=\"wp-block-spacer\" style=\"height:20px\"><\/div>\n<h3 class=\"wp-block-heading\">4.\u00a0Keep the human touch\u00a0alive and active\u00a0<\/h3>\n<p>Great\u00a0CX\u00a0strategies are all about\u00a0customer success teams taking over from chatbots at the right time, and creating an emotional, long-term bond with the customers. This is what matters most when it comes to customer retention and renewals.\u00a0Agreed,\u00a0chatbots can answer\u00a0customer queries at\u00a0any time, but they do lack that intuitive next step a CSM can take when it comes to user queries. The worst crime ever is to get bots to pretend as humans \u2013 it never works. Social media is awash with examples of mistimed bot answers to customer queries. So, what\u2019s the alternative?\u00a0Let the\u00a0customer\u00a0\u00a0<\/p>\n<ul class=\"wp-block-list\">\n<li>Access\u00a0forums\u00a0where others have answered the queries\u00a0<\/li>\n<li>Come to\u00a0live chats\u00a0\u2013 provide a time window\u00a0<\/li>\n<li>Have links to\u00a0instruction documentations and\u00a0educational resources\u00a0<\/li>\n<li>Approach a\u00a0dedicated customer success\u00a0employee\u00a0\u00a0<\/li>\n<\/ul>\n<p><em>The last point is often the deal maker\u00a0<\/em><em>for the customer. A dedicated CS employee is a struggling user\u2019s lifeline. In fact, reach out to him. Schedule a phone call, communicate,\u00a0<\/em><em>provide tips,\u00a0<\/em><em>alleviate their stress during the initial days, and chances are, you\u2019ll have them with you for life.\u00a0<\/em><em>Never let the customer dig around for information about your product \u2013 build multiple customer journeys instead.<\/em>\u00a0<\/p>\n<h3 class=\"wp-block-heading\">5.\u00a0Never underestimate the power of monitoring\u00a0<\/h3>\n<div aria-hidden=\"true\" class=\"wp-block-spacer\" style=\"height:20px\"><\/div>\n<div aria-hidden=\"true\" class=\"wp-block-spacer\" style=\"height:20px\"><\/div>\n<p>Don\u2019t stop looking for those signs.\u00a0Monitoring\u00a0metrics\u00a0are often the crux of the company\u2019s success. It\u2019s that important.\u00a0<a href=\"\/resources\/blog\/5-customer-success-metrics\/\">Customer success metrics<\/a>\u00a0can tell you whether you\u2019re on the right path or the wrong one. It can tell you early on whether your product is adding value or not. These days there are many free as well as subscription monitoring\u00a0metrics\u00a0available online.\u00a0Keep checking whether\u00a0the customers are indeed finding success by\u00a0using your products and services.\u00a0How is the relationship between the customer and your product\/company progressing? What do you need to do to further this relationship? Are they getting\u00a0adequate onboarding and\u00a0educational\u00a0information to be successful? Monitoring metrics tells you when to change, and how much to change. It\u2019s a way of gauging the customer feedback in a more scientific and calculated way to further your business as well as their success.\u00a0<\/p>\n<h2 class=\"wp-block-heading\">Conclusion\u00a0<\/h2>\n<p>So, all in all, CX is the only thing that really matters in today\u2019s world for\u00a0SaaS companies. They are the\u00a0voice of the customer\u00a0that tell you what\u2019s in demand and what\u2019s the need of the hour. Look carefully and you\u2019ll see that all those phenomenally successful companies you keep hearing about, they\u2019re constantly looking at creating a personalised customer experience via various channels to keep the customers on their side all the time.\u00a0<\/p>\n<\/div>\n","protected":false},"excerpt":{"rendered":"<p>Here are five ways to improve customer experience by building up each customer\u2019s perception of your company, product and brand.<\/p>\n","protected":false},"author":5,"featured_media":2694,"template":"","format":"standard","meta":{"_acf_changed":false,"_yoast_wpseo_focuskw":"","_yoast_wpseo_title":"5 Steps to Radically Improve Customer Experience! - SmartKarrot","_yoast_wpseo_metadesc":"Here are five ways to improve customer experience by building up each customer\u2019s perception of your company, product and brand.","footnotes":""},"blog-category":[21],"class_list":["post-2695","blog","type-blog","status-publish","format-standard","has-post-thumbnail","hentry","blog-category-customer-experience"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.2 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>5 Steps to Radically Improve Customer Experience! 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