Resources / Guides

Crafting a Great Customer Experience

Tue, November 16, 2021

It’s no secret that customers respond positively to a great customer service experience, so ensuring this is replicated online is vital.

You want your business and brand to be remembered not only for meeting expectations but going above and beyond them. CX – customer experience – lets you do that.

At Ventrica, we are experts in customer experience management, helping brands improve and elevate their efforts and craft a customer journey that lives long in the memory. Turn your customers into loyal brand advocates, and you’ll be rewarded with glowing reviews, recommendations and increasing sales.

You can start today by getting in touch >

Why Ventrica for Customer Experience Management?

Whether your brand has a history of excellent customer service experience or is completely new to the world of online customer journeys, we have the expertise to develop, improve, and enhance your approach. There are many reasons to partner with us and take a customer-centric approach that edges you ahead of your competitors.

  • We’re trusted by global ‘Blue Chip’ brands – from Fortnum & Mason to McDonald’s, with over 10 years of experience
  • Internationally recognised and award-winning – Outsourced Contact Centre of the Year – Europe 2020, Best Outsourcing Partnership (Large) – Europe 2020
  • Listed #63 on the Sunday Times Fast Track 100 in 2018
  • Partners with LivePerson and Zendesk conversational commerce platforms
  • An expert team of CX software developers and consultants, skilled in a variety of tools and solutions
  • State of the Art facilities for a superior working environment – our dedicated staff bring exceptional results for the customer experience journey

We follow a few simple steps to success in helping brands achieve their customer experience goals, working alongside you to:

  • Map and define the customer experience journey by scoping your requirements and understanding your goals.
  • Help develop solutions using both custom and integrated third-party systems along with tools to track ongoing performance
  • Ensure staff are fully trained and working alongside defined best practices, ensuring ongoing support
  • Transforming your CX customer experience isn’t simple, but it doesn’t need to be difficult. We have the knowledge and the experts to help make positive change happen.

Understanding Your Customers and Their Unique Needs

The key part of implementing a customer-centric journey is to fully understand your customers and what they want from your business. Finding the right balance between providing everything a customer needs – yet in a way they respond to positively – is crucial.

Our CX consulting services help brands understand their customers better, with the aim of improving and increasing customer satisfaction. We’ll help you get under the skin of your existing customers, getting to the bottom of what they expect and want.

This will also help your brand reach out to your target demographic by identifying opportunities and defining where CX improvements are needed. Through a mix of thorough customer research, analysis, and discussion, we’ll identify where to start and how to carry on forward with our customer experience management.

Why is CX Customer Experience Important?

Your customers want to have the best experience possible, so much so they are willing to pay more for it. Brands need to ensure they do not give their customers a reason to go elsewhere, especially when it is so easy for them to find your competitors with minimal effort online.

86% of buyers are willing to pay more for a great customer experiencei

Focusing on the customer experience is paramount. In fact, one study predicts that customer experience will overtake price and product as the key brand differentiatorii.

Is it time to start thinking about the customer service experience your brand provides?

By improving the customer journey, you will:

  • Put your customers first
  • Increase brand loyalty
  • Improve customer satisfaction scores
  • Create brand advocates that bring in more enquiries, increasing sales

49% of buyers have made impulse purchases after receiving a more personalised experienceiii

Learn How to Craft the Perfect Customer Experience Journey

At Ventrica, as well as our customer insights and omnichannel solutions, we are experts in helping brands that partner with us identify their strengths and weaknesses in CX.

We help you identify what causes bad customer feedback and why the current journey may not be working successfully, then help you prioritise the important aspects to develop, as well as improve on what your brand is already doing right when it comes to CX.

This will help to define a CX strategy to work from and we’ll help you achieve this by understanding customer feedback. You may already have a Net Promoter Score (NPS) or Customer Satisfaction Score (CSAT) amongst others set up to collate this information. If not, we’ll show you how to analyse and measure the customer experience effectively.

This will help to define a CX strategy to work from and we’ll help you achieve this by understanding customer feedback. You may already have a Net Promoter Score (NPS) or Customer Satisfaction Score (CSAT) amongst others set up to collate this information. If not, we’ll show you how to analyse and measure the customer experience effectively.
Throughout this resource we’ll help you learn more about how we craft the ideal customer experience for brands, covering the following topics: Link to the created pages
More than two-thirds of companies now compete primarily on the basis of customer experienceiv - businesses cannot afford to stand still when perfecting their customer experience. Let Ventrica help you make a difference in their journey.

Let’s discuss how we can help your brand today

i Source | ii Source | iii Source | iv Source |

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