Recipe for Success – Key Ingredients for Creating an Amazing Customer Experience
Eggs bind the ingredients together, gluing the mixture into one collective unit. You don’t want any cracks in the mixture, right? Who wants to eat a cake that’s falling apart? In the same way, you want to resolve any issues that your customers have to make sure they stick to your company. You want your customers to be on the same page as you, and you have to help them get there.
In customer service, First Contact Resolution (FCR) is key. Customers don’t want to have to call/come back. They want the problem to be fixed immediately, and they’re impressed when that happens. If FCR doesn’t happen, customers are 34% more likely to switch to one of your competitors.
Keep track of what problems arise for customers the most often, and train employees more thoroughly on those problems. Of course, also work on resolving the problem at its source. Put simply, if you find a crack in your product’s or service’s foundation, fix it!
There are many different types of cakes: chocolate, vanilla, red velvet, lemon, you name it! And cakes of the same kind even taste different: dark chocolate, fudge, German chocolate, etc. No two companies are exactly the same, and neither are your products and services even if you’re in the same business.
Add special ingredients to make your customer experience cake unique. Figure out what works best for your company. Identify your best trait, and spice things up to elevate that trait’s “flavor.” This is your “wow factor.” Making your product/service stand out will leave your customers in awe, giving them an unforgettable, amazing experience.