Top 5 Customer Experience challenges and how to overcome them

Delivering an exceptional customer experience can be challenging for some business owners. While striving to meet their customers’ expectations, businesses are also confronting outside competition, numerous customer interactions across digital media, and basic limitations on their own processes and technologies due to budgetary issues or other factors. This last point is what I want to focus on today.

I feel there are 5 main customer experience challenges regarding business processes, and here they are:

1. Measuring ROI of the Experience – It is difficult to accurately measure the experiences of our customers and apply the results to the return on investment. Customer retention, renewals and referrals are all indicators of the success of your customer experience.

2. Compartmentalized data – Sometimes in our businesses, the customer experience data unfortunately ends up in its own silo, separated from other relevant and applicable data. It is critical that we:

a) follow the customer journey through the varying touchpoints of our business and
b) integrate the data into every aspect of our business.

3. Prioritizing experience issues – Our customers could, simultaneously, provide feedback about differing issues, and it’s difficult to know which to prioritize. Our list grows longer – and our stress increases. Customer journey data can help us name and measure customer experience feedback, and these results will assist us in determining which issues to prioritize objectively.

4. Workable insights – We may understand the problem – in terms of data – being presented to us via customer feedback, but we’re not sure how to fix it. This is when we analyze metrics and turn results into actions that optimize our experience overall.

5. Personalization – There are many tools businesses can use to personalize customer experience, but it is not always clear when to use them, how to use them, and with whom to use them. It is helpful to develop specific strategies with journey data.

Naturally, the next question is: “Well, how do we do this?” Let’s talk about it. If you are experiencing any of these challenges, let’s discuss the potential next step for your business. I am happy to walk with you through these journey concepts and tailor them to your individual business and customers. Now is the time to design the customer experience that you want.