5 Ways for IT to Improve Customer Experience

-

Customer experience is becoming more and more important to IT departments. The emotional experience a customer has during the interaction is very important in determining how they feel about your company. Here are five ways for IT to improve customer experience.

Know your customers

Understand the different kinds of customers your team comes into contact with. It’s important you know your customers well so that your people are able to empathize with the sorts of situations they find themselves in. You will find it helpful and worthwhile to create personas, giving each type a name and personality. These personas can help prepare your staff and allow them to recognize and understand these types of customers better and be prepared to help them with their problems.

Friendly staff

Your staff are the face of your company and a big part of the impression that is made on a customer. An unfriendly or careless staff member can ruin a person’s opinion of a company very quickly. It’s crucial that your team members know what is expected of them and be equipped and trained to conduct themselves in accordance with your company’s culture. Reinforce to your staff the importance of maintaining a friendly, helpful, and pleasant attitude towards the customer. It’s not always easy to deal with the public, but it is important you have a staff that can keep their composure and not let on when becoming frustrated.

Nice, clean facilities

There’s nothing more off-putting than walking into a business and being affronted by an unpleasant odor, or even some gross looking carpets or walls. It’s just a bad way to begin an interaction with a customer. They’re already feeling unpleasant before they begin to speak with you, and that does not help your prospects. Clean and modern facilities should be a basic expectation for any business looking to build relationships with returning customers. Keep your entrance clean, your facility smelling nice, and your washrooms clean; it makes a big difference.

Create a connection with the customer



People don’t make decisions based purely on logic and facts, a big part of it comes from how they feel. Research found that more than half of a customer’s experience is based on the emotional component. Emotional connections are also crucial for creating loyal customers. You want people to remember how they felt when they dealt with your company and build an attachment to your brand and the service you provide. Customers that feel this connection are much more likely to recommend you and purchase again.

Categorize common service requests and encounters

Make an effort to catalog important and reoccurring service requests as service encounters. The best way to describe these events is by using the customer’s language, if possible. Examine and separate these encounters by dividing them into the before, during, and after sections. For each one, try and identify the moments of truth (MOIs). MOIs include first contact, greeting, use (checking up on someone), thank you or exit, last contact (for example, a follow-up call), and next contact (upsell or cross-sell). For each MOT, have a method of surveying the customer to find out how you’ve been doing.

Conclusion

It’s important for IT departments to make an effort to manage and improve the customer experience. Being prepared by knowing your customers and having a pleasant and clean facility are good places to start. Creating an emotional connection with your customers is key in whether they become loyal or leave and don’t come back again. Use these five tips to improve the customer experience at your IT department.

Avatar
Martina Sanchez
I am an entrepreneur and content marketing specialist at Lucky Assignments and Gum Essays. My main passion in life is writing; I create regular content for her blog and write consistently on topics such as digital marketing, SEO tips, and other marketing tricks.

3 COMMENTS

  1. I found your website very interested and informative. I have read about this first time. By The way, I have learned new things from this post. Doing an experiment gives us the inspiration of new invention. Thanks for sharing the ideas with us.I am very happy to see this type article. It is very useful and exciting. The best blessings of this article is giving properly idea to each and every readers and also it’s giving correct impressions.

LEAVE A REPLY

Please enter your comment!
Please enter your name here

NOW TRENDING

How to Use Tinder Without Facebook – 3 Ways to Sign in Tinder

Are you a married man or woman or teenager who wants to use Tinder without Facebook either to hide your Tinder activity from your...

Tinder Super Like – How to Super Like and Undo Super Like on Tinder

Looking for the guide about what actually Tinder Super like is? Do you want to know how you can hit Tinder Super Like to...

5 Best Games Like Mystic Messenger for 2020

If you haven't played Mystic Messenger yet, you probably the kind of person who isn't aware of the latest happenings in the...

Hay Day Derby Tips – Play Guide And Derby Winning Strategy

Derby is the awesome feature being introduced by Super Cell in Hay Day. This made Hay Day players more professional in the game rather...

How to Delete All Messages in Discord

Although Discord is more heavily focused upon its voice call features, the messaging options are also quite frequently used. Now if you are an...

LATEST STORIES

5 Tips for Managing Your Online Loan

So you’ve managed to secure an online loan. You have paid off whatever bill was causing you grief, whether it was a...

6 Reasons Why Getting an MBA Online Could be the Best Decision an Engineer Could Ever Make

More and more engineers are considering getting an MBA online these days, and they have evolved a lot since their inception not...

4 Rules a Designer Need to Follow When Designing Business Cards

You can find all kinds of advice for designing a basic or fantastic business card. However, choosing a great logo doesn’t matter...

Why Salon Booking Software Is Crucial To Managing Salon?

Managing a spa is quite complicated, and managing things in a quite assembled way is not a cup of tea. But you...

4 Reasons Why There is an Importance of Training in the Workplace

Job hunters of today are looking for more than just work. Instead, they are looking for a culture that they can be...