A difficult economic year is ahead. Survive with belt-tightening or improve customer experience and stay ahead of the competition?
In the 2019 forecasts, a contraction in Turkey’s economy is predicted. The Economic Intelligence Unit (EIU) expects Turkey’s economy to grow by 1.0 percent in 2019. The IMF predicts that Turkey’s economic growth will decline to 0.2 percent.
Instead of looking at these figures and getting discouraged, you can take steps to add value to your business in 2019.
Review customer experience management
Customer experience, which is called the new battlefield in competition, is now among the most important topics that businesses focus on. The secret of the success of companies like Amazon, which have grown rapidly in a short time and are among the most valuable companies in the world, is hidden in the customer experience they offer.
In order to offer a unique and flawless customer experience, you need to listen to your customers very well. Review the way you manage customer experience, customer touchpoints, the metrics you use and your reports. Are there forgotten touchpoints in addition to existing touchpoints? Is a common measurement methodology used across all touchpoints? Consider offering new channels in addition to the ones you already reach your customers through.
Has all of the customer feedback you collected in 2018 been evaluated? You can review and revise survey participation rates and encourage your customers to participate more. Make sure you are not making common mistakes in customer experience management.
If you are not measuring NPS, you can use NPS for additional measurement. If you are using NPS, you can transform the overall NPS calculation into a breakdown structure based on products and services.
Improve employee experience
Businesses that do not offer a good employee experience will fall short in customer experience. You should see customer and employee experience as two sides of the same apple. Regularly turn inward and ask your employees how happy they are. Improve your internal processes with their suggestions and opinions.
Manage omni-channel
Known as a marketing approach, omni-channel is now also used for customer experience management. By collecting and managing customer feedback from all channels in one place, it will be possible to provide a seamless customer experience.
Focus on digital opportunities
Digital transformation has taken all sectors under its influence without slowing down. Instead of resisting these winds of transformation, which blow harder in some sectors, focus on how you can take the wind behind you. You can grow your business in the digital world with the opportunities offered by current technologies such as e-commerce, mobile applications, AI and the IoT.
Strengthen your social media presence
It would be a mistake to skip social media when it comes to customer experience. You may not have taken your business to social media, but you are being talked about on social media. Customers who visit your business or store are asked questions through AI on platforms such as Google Places, Foursquare, etc., and evaluations are made about you. There may be tweets about your products and services, stories on Instagram, videos on Youtube.
Remember that you cannot manage your brand’s reputation in the media you are not involved in. Handle the management of your existing social media accounts professionally. Position yourself on social media as a brand that interacts, not just listens.
