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Enhancing the Customer Experience with the Right IT

by | Sep 3, 2021 | Best Practices, MyTek Blog

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The people who act as patrons, whether you refer to them as clients or customers, are essential for your business’ success rates. These people are integral to your business so you always need to keep them happy and at the core of every decision that is made. Beyond customer service, we’re going to talk about the ways your technology can keep your customers happy like through business customer experience.

Experience Over Product
Many businesses are moving away from a product only focus and working more toward the experience they can offer their audience. Clients are far more interested in how things work, as long as they are seeing the results they are wanting. The focus on customer experience has risen to 78 percent of the Chief Information Officers who filled out the IDG’s State of the CIO survey. This found that customer interaction has also become a lot more important over the last year.

Recents events have changed so much of how customer experience works. Safety became more important than ever and new ways of business sprouted out as well. Customer experience (CX) is a term used to discuss everything about customer and organization interaction.

Is CX Really That Important?
In the US 2021 Customer Experience Index by Forrestor, it was found that the top 5 percent of performers were brands that focused on user experience and making things easier for their customers in the hard times they were all experiencing. So, it has been shown that CX is super important.

How to Boost CX
Customer experience can be improved in so many ways.

Understand Your Customers and What You Want Their Experience to Be
You need to have a clear idea of what your customers are looking for and what you are able to offer them. But, people in your business are not all the same. You should identify your audience ranges and use that information to see how you can cater to your specific audiences.

Collect Feedback
If you ask your customers what they want, they’ll tell you! Ask your customers for feedback so that you can design your business off of their unique experiences, mindsets, wants, and needs. Employee feedback can do the same thing. Their perspective will also help you figure out how to shape your business.

Standardize Your Processes
Make sure your process is the same across the board. Customers do not like inconsistencies when it comes to their experiences. Once you have a process, your customers will know exactly what to expect.

MyTek is here to help equip you with the IT tools you may need to help your customers have the best experience possible and to work on your business customer experience strategy. Give us a call today to learn more at 623-312-2444.

ABOUT THE AUTHOR

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Tim Tiller, LMSW

 
Tim Tiller, MSW brings a deep service background to his role at Mytek, having graduated from McDonald’s management training program, fresh out of high school, and working his way up through the ranks in the hospitality industry. He has led two prior companies – Multi-Systems Inc., an IT-focused organization providing technology to hospitality companies (where he was named President at age 36), and most recently, as Chief Operating Officer for Jewish Voice Ministries International.

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