{"id":4197,"date":"2020-03-26T09:00:00","date_gmt":"2020-03-26T10:00:00","guid":{"rendered":"https:\/\/sonusbenefits.com\/reduce-the-noise-improving-customer-experience\/"},"modified":"2020-03-26T16:11:21","modified_gmt":"2020-03-26T16:11:21","slug":"reduce-the-noise-improving-customer-experience","status":"publish","type":"post","link":"https:\/\/sonusbenefits.com\/reduce-the-noise-improving-customer-experience\/","title":{"rendered":"Reduce the Noise: Improving Customer Experience"},"content":{"rendered":"

Whether you\u2019re a B2B or B2C company, you\u2019ve got customers and an audience. And it\u2019s their happiness, satisfaction, and loyalty that will ensure your long-term success. You\u2019ve got a great product that they love and great sales and services teams, but that isn\u2019t enough to ensure your customer has a good experience with your company.<\/p>\n

All too often, the person on the other side of the phone, screen, or table is inundated with information that is unnecessary, complicated, confusing, and overwhelming. And this can happen without you ever knowing it. Scary!<\/p>\n

The difficulty for companies is understanding what\u2019s most important to the client. What seems important and relevant to you doesn\u2019t necessarily track for the customer or client. When you think about it, it\u2019s obvious why. When you\u2019re embedded in a system or project, you can see it from all angles and need as much information as you can get to understand how best to execute. But when you just need a functional product, you don\u2019t need to know how it\u2019s made, or why it was made with a particular part\u2014you just need it to work.<\/p>\n

The happiest customer isn\u2019t necessarily the one with the most amount of information. Happy customers are a result of a successful customer experience that is clear, easy to execute, and personalized.<\/p>\n

Reduce noise<\/h3>\n

The human brain burns 11 calories an hour, and as a survival technique, will start to tune out superfluous information that isn\u2019t necessary for its survival<\/a> so as to conserve calories. So what does that mean for your company? It means that everything your customer receives from you should be relevant to their specific needs and provided at the time those needs arise.<\/p>\n

This concept continues to be critical throughout the customer experience, from the first time they visit your website to receiving the final product from you. It can be applied to literally every interaction you have, both internally and externally.<\/p>\n

As an example, think about your website for a minute. What is the first thing it says about you? If it says anything like We\u2019ve been in business for over 30 years and are trusted advisors,<\/em> then you\u2019re already giving the viewer information that isn\u2019t critical and doesn\u2019t speak to their needs. The visitor doesn\u2019t need to know how long you\u2019ve been in business; they need to know if you have a solution to their problem.<\/p>\n

Additionally, if your customer has to slough through a bunch of information they don\u2019t yet need to find out if your solution works for them, they\u2019ll lose interest and move on. And this isn\u2019t just relevant to prospects. It can become even more cloudy once they begin working with you.<\/p>\n

If you\u2019re working on a project for a client, there are countless ways you can drown out the critical parts of your communications. Overloading them with too many choices, for instance. Or inundating their inbox with overly detailed progress reports. Or hijacking your review meetings to go over topics that aren\u2019t relevant or essential. The list goes on and on.<\/p>\n

Chances are, somewhere down the line of your customer experience, your company is guilty of one or more of these. Don\u2019t freak out though, you\u2019re definitely not alone. Refining your customer experience is hard<\/em>. So how do you mitigate this problem?<\/p>\n

Choose one point of contact<\/strong><\/p>\n

Once a client is on board, designate a single person on your team to be in charge of all communication. This will help clarify your voice and streamline communication efficiencies. It will also help your client develop a more personal relationship with your company and help them to build confidence around how to communicate with you.<\/p>\n

Identify the preferred communication channel<\/strong><\/p>\n

These days, companies often work on multiple platforms. One company may use Slack, Trello, and email to communicate about projects and across teams. This may be fine internally, but if you\u2019re asking your client to move between communication channels to talk to you, you\u2019re asking too much. Make it as simple as possible. Pick one, and stick with it.<\/p>\n

Set clear expectations <\/strong><\/p>\n

When you start a project with a client, take time to set clear expectations for them around how they should communicate with you, when they should expect a response, and what the communication will look like. This will help build trust between your client and business, and provide them with a clear understanding of what they\u2019ll get from you as you work together. Setting clear expectations will also reduce the risk of frustrating, confusing, or disappointing your customer. That is, as long as you stick to what you tell them.<\/p>\n

Always be learning<\/strong>\u00a0<\/strong><\/p>\n

In the end, the best thing you can do is to ensure you never get too comfortable. The world of communication is constantly evolving and it\u2019s up to you to stay on top of the changing expectations and needs of your clients and prospects. Take the time to ask them how you could improve their experience, listen to the feedback you get from your team, do your research, and don\u2019t be afraid to change up your tactics. It\u2019s a never-ending process, but it\u2019s worth its weight in gold.<\/p>\n

 <\/p>\n

Content provided by\u00a0<\/em>Q4iNetwork<\/em><\/a>\u00a0and partners<\/em><\/p>\n

Photo by nd3000<\/a><\/p>\n

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Whether you\u2019re a B2B or B2C company, you\u2019ve got customers and an audience. And it\u2019s their happiness, satisfaction, and loyalty that will ensure your long-term success. You\u2019ve got a great product that they love and great sales and services teams, but that isn\u2019t enough to ensure your customer has a good experience with your company….<\/p>\n","protected":false},"author":8,"featured_media":4200,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"content-type":"","_mi_skip_tracking":false},"categories":[37,49],"tags":[38,50],"acf":[],"yoast_head":"\nReduce the Noise: Improving Customer Experience - Sonus Benefits<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/insights.q4intel.com\/employers\/reduce-the-noise-improving-customer-experience\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Reduce the Noise: Improving Customer Experience - Sonus Benefits\" \/>\n<meta property=\"og:description\" content=\"Whether you\u2019re a B2B or B2C company, you\u2019ve got customers and an audience. 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