The evolution of digital marketing puts the focus on people or on what is currently called “Humanity”. Interacting with the customer is today more necessary than ever and may even be more complicated since there are various channels through which the brand has to be in contact with its followers.
The Customer Journey refers to the journey that a person who is not familiar with the brand takes until they become interested in it , visit its website and decide to purchase its products or services. But the journey should not end there; the customer experience (Customer Experience) should be satisfactory at all stages and accompany the customer even when the final conversion has been made.
This is where the loyalty process comes in, which is one of the processes that allows the brand to distinguish itself from its competitors through actions that reward trust and encourage repeating the experience. For this whole process to work, it is important that the customer feels comfortable and has the feeling that the company listens to their needs and that there is support to resolve their doubts and possible incidents.
In this way, not only is the number of sales and income increased, but a community of satisfied customers is created, who are committed to the values that the brand communicates and defends.
Customer Experience and Customer Service
Customer Service is responsible for handling morocco phone data questions, complaints, claims, technical problems and anything else that may occur during the Customer Journey and that could cause the buyer to abandon the transaction without completing it.
It is a department that is subjected to a lot of pressure and stress, so it is important that it is made up of professionals with attitudes for active listening, assertiveness and empathy .
In these cases, training is essential to be able to carry out comprehensive management of the quality of the service offered to the customer . At Femxa you can find courses that adapt to your learning needs and that will help you to learn both the different types of sales techniques that exist, as well as the best way to deal with incidents arising from customer service. In addition to this personal work, a commitment to the integration of the entire team in the process and the use of an integrated management CRM will help to optimize work, reducing response time and improving productivity.
When all these steps work, the customer perceives quality service, shows greater receptivity and ends up making the purchase . All of which together contributes to improving the Customer Experience. But before reaching this point, it is necessary to know to whom the company directs its products and services.