As the world becomes increasingly digital, companies are seeking ways to improve their customer and employee experiences while simultaneously reducing the cost of doing business. One way to achieve this is through automation. There are several ways to automate customer and employee experience follow-up. Here are some ideas:
Use Chatbots: Chatbots can be programmed to ask customers and employees for feedback and follow-up with them based on their responses. This can help you collect feedback quickly and efficiently, and it can also help you resolve any issues or concerns that customers and employees may have.
Send Automated Surveys: You can use tools like SurveyMonkey or Google Forms to create automated surveys that are sent to customers and employees after they have interacted with your business. This can help you collect feedback on specific aspects of their experience and identify areas for improvement.
Use Email Marketing Tools: Email marketing tools like Mailchimp or Constant Contact can be used to send automated follow-up emails to customers and employees. You can use these emails to thank customers for their business, ask for feedback, and provide them with relevant information or offers.
Utilize Social Media: Social media platforms like Twitter and Facebook can be used to automate customer and employee follow-up. You can use tools like Hootsuite or Sprout Social to schedule posts that ask for feedback, respond to comments and messages, and share updates with your followers.
Implement a CRM System: A customer relationship management (CRM) system can help you automate customer and employee follow-up by tracking interactions and sending automated emails based on specific triggers. This can help you stay organized and ensure that you are following up with customers and employees in a timely manner.
But it's not just about automating follow-up. To truly create a great customer and employee experience, companies must also focus on the human-centric nature of experiences.
Experiences have many facets. They vary depending on the user as well as the touchpoint. It's important to capture a layer of strategic information to understand the drivers that frustrate and delight customers and employees the most.
Multisensorial nature of experiences, level of personal meaningfulness, if the experience is shared with others, intensity, duration, complexity or simplicity, cultural, national, and local sensitivities, how people spend time and perceive experiences, prior life experiences as customers >> memories and enjoyment of an experience, are all dimensions that must be taken into account.
Goods and services are no longer enough to foster economic growth. The staging of experiences must be seen as a distinct form of economic output. This means that companies must be intentional in creating experiences that are memorable and valuable to their customers and employees.
Key Stone Habits: They have the power to start a chain reaction by changing other habits. Understanding drivers to avoid frictions a user have with an experience is key to improving the overall experience.
Capturing moments is one of the best practices, but it's easy to confuse them. For example, Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), and Customer Effort Score (CES) are all different ways of measuring the customer experience. Social monitoring and online reputation management are also important elements to consider.
In conclusion, automating customer and employee experience follow-up is just one part of creating a great experience. Companies must also focus on the human-centric nature of experiences and the dimensions that shape them. By doing so, they can create experiences that are memorable and valuable, and foster economic growth in the process.
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