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5 Proven Strategies to Improve Customer Experience

If your customer’s flight arrives early and you’re able to make arrangements for changes in stay and travel plans beforehand, then that’s a great experience for the customer. If your customer needs to call support portal and request for changes, then that’s just customer service.

Bain & Company together with Harvard Business School foretold- increasing customer retention rates by 5% brands can increase profits by 25% to 95%. Decades ago, customer retention programs involved friendly customer service. Today, the strategy for customer retention has shifted to experiences that customers appreciate. Here are innovative ideas to improve customer experience.

#1 Preparing Customer Journey Map

A customer journey map outlines customers’ emotions from the time they come to know about your product to their purchase and post-purchase experiences. 

It helps to point out unsatisfactory instances and discover bottlenecks in operations. You can then device strategies for better customer experiences. According to Oracle’s Executive survey, hassle-free experience drives 74% of loyalty from customers. The customer journey is going to be integral to almost every digital product soon. 

[Quote]

New Product is the Customer Journey.

While building a customer journey map, it is important to include stakeholders’ viewpoints.  These can be from leadership, UX, customer success/service, product, sales and/or marketing, analyst, and third-party vendors/store managers. 

Also, the customer journey would be an understatement if you’ll not include Customer Experience Management (CEM), Communication and Persuasion techniques, Customer Relationship Management, and understanding of the retail environment.

#2 Living Up to the Promise

Customers are also brand advocates. They’re also playing the role of influencers. Therefore, not delivering the promised service might disappoint the customer and will eventually spread a negative reputation for your brand.

Delivering experiences more than promised is rare, but once achieved, loyalty towards brand from customers and their referrals is beyond imagination.

Here are a few Zappos’ “Deliver WOW Through Service” stories featured in Forbes.

#3 Bringing Better Mobile and Hand-held Device Experiences

Millennials have evolved from using CRTs to smartphones. And the unanimous reason is convenience. For instance, a VP of a leading firm, who is also a home-maker is now able to arrange dinner for the family while taking an uber ride.

The point is- mobile phones, tablets, or portable laptops have surpassed the limitations of portability. Customers are using their hand-held devices for accomplishing tasks anywhere and anytime.

You’ll be surprised to know, 77% of mobile searches are from locations where people are also having access to PC.

To improve customer experience on smartphones, Accelerated Mobile Pages (AMP) and optimizing key complex pages like homepage can turn beneficial. E.g. FRANK, a UK-based drug information service provider was able to increase its traffic by 39% by providing the best mobile experiences. 

IKEA was able to calculate the omnichannel return on ad spend (ROAS) for footfall in Belgium. It found out mobile campaigns brought 80% more footfall than the desktop campaigns.

#4 Adopting Omni-channel Service Can Help to Improve Customer Experience

Most businesses are investing in multichannel experiences like social media, website, mobile-first, smartwatch, and different offline and online marketing channels. Often these channels are not connected and aim to provide esoteric experiences. 

But, people expect the same service from brands regardless of channels. It can be social media like Instagram or Facebook- people want brands to hear their complaints or resolve their queries then and there itself. 

Or, while visiting the physical store, customers want the store representative to be helpful throughout the time they’re spending in-store. Google research states, over 70% of all shoppers say they are open to learning about products on YouTube from brands.

Omni-channel services seamlessly integrate different communication channels irrespective of how and where customers want to reach out.

For example, Bank of America allows paying monthly bills, depositing cheques, etc. via mobile app and website. Users can schedule appointments, connect with representatives via phone, chat, or in-person interaction.

#5 Providing 24 X 7 Support

About 72% of tech-savvy customers appreciate the real-time response from companies. They also acknowledge immediate query resolution can win their loyalty for the brands. Let’s talk about how to improve customer experience by enabling 24 X 7 support on your portal or website.

  1. Human support: The average cost per customer support is $1/minute, according to VHT. 
  2. Remote human support: Using VoIP (Voice over Internet Protocol) call-center support, the average cost drops to $25-$45 per agent per month. And human agents from different geographic locations can provide customer support according to their time-zones.
  3. Chatbots: The best of today’s’ technology is AI-powered chatbots, which are capable of handling customer queries at less than $0.1/minute. 

Cost is just one factor to determine your brand’s customer relationship management strategy.  To-the-point real time response to each and every customer query is what makes a great customer experience.

For example, brands are using AI-powered chatbots to provide 24 X 7 customer support, especially during off-working hours and holidays. These chatbots allow integrating document processing workflows, ticket management systems, etc. to further simplify and automate customer support. Therefore, you can opt for Smart bots which are not only cost-effective but also scalable across enterprizes.

Source: Hitee

To learn more about great customer experiences and strategy consulting to bring the best to your brand, feel free to contact us at hello@mantralabsglobal.com.

Contributing Authors: Nidhi Agrawal (Content Writer @Mantra Labs)

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A Beginner’s Guide to JSON Data-interchange Format

By :
2 minutes, 46 seconds read

JSON stands for JavaScript Object Notation. It is a subset of JavaScript and an efficient way to deal with data over the internet. It is mainly used for exchanging and storing data. JSON organizes the data quite smoothly and enables easy access. Moreover, it collects data in “forms”, which is readable for humans.

In the early 2000s, JSON format was defined by Douglas Crockford. There are certain rules for JSON syntax which we need to follow for efficient performance. These include the use of square brackets, curly brackets, commas, and value pairs or names. When it comes to the data, then it is necessary to be in the form of value pairs or name. Along the same lines, commas separate data; square and curly brackets hold arrays and objects. Let’s dig into JSON a bit deeper.

Why JSON?

JSON is easy for servers as well. Since it deals with the pain text, it makes it easier for servers to interpret data quickly. JSON follows all JavaScript rules and its syntax works impressively on the JavaScript standards. Many people misunderstand JSON as an object. However, it is not true.

Although JSON utilizes JavaScript format, it is a completely different programming language. JSON is responsible for converting data into JS forms of objects in order to store them as text. Besides storing data, you can also use the JSON format for accessing the data.

JSON Formatter

The JSON Formatter is designed to provide the best possible debugging. It is independent and lightweight, which perfectly kicks out the issue of readability. The output from this tool is without link breaks, which saves a lot of device space. JSON Formatter is an amazing online tool that supports all browsers. All you need to do is – submit JSON format file and press enter for output!

JSON formatter

Prettifying JSON Files

There are a number of free online tools to prettify JSON files. To prettify means – making a more readable version of the data. Many people don’t have a firm grip on coding and computer terminologies. If such is the case, you can use online tools for coding and debugging. You can also prettify JSON using the following keys:

OS X: CMD+Ctrl+J

Windows: Ctrl+Alt+J

Linux: Ctrl+Alt+J

Such tools also help in converting files into the desired format. In addition to this, JSON format online provides you lots more facilities to accomplish complex tasks in minimum possible time.

JSON Format Code

Every software has its own extension for storing data and that’s simply JSON. With this extension, you can store or access the written programming code. Application/JSON is used for the Internet Media files, and for the Uniform Type Identifier, public.json is used.

In JSON, users cannot use functions but must mention them as a string. It is possible to convert such strings into functions later on.

JSON Formatter as an Independent Tool

JSON Formatter is an independent tool that provides a new structure to your coding through easy parsing. However, users need to follow all the XML procedures accurately (usually it’s a three-level process) to get full benefits of JSON coding.

You can also use online resources like jsoneditoronline.org to view, edit, format, and transform different JSON documents.


About the author: Urooj Ashraf is the reputation Manager at TurboRankers and has previously worked as Article writer on freelancing platforms. She’s an expert in inbound marketing, WordPress Development and lead generation. Urooj is also an author at daayri.com. Contact her.


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