4 Ways To Humanize Customer Experience Taylor Bryan, September 28, 2022December 15, 2022 Facebook 0 Twitter 0 LinkedIn 0Shares Today, customers are smarter in identifying which company is being genuine and not. In fact, the majority of customers doubt the company has their best interest in mind. One of the most indications that make them think that way is automation and digitization. The more company automate and digitize the buying process and customer service, the more they doubt the authenticity of the company. It just proves that technology doesn’t solve everything. 4 ways you can humanize customer experience more There is nothing wrong with automation and digitization. Technology is such a helpful and beneficial instrument you can use to grow your business. There are many tasks that can be done more efficiently which in return improve customer satisfaction. However, the use of technology without the right strategy may become a double-edged sword. Your customers will end up feeling less humanized. Here are 4 ways you can humanize customer experience and gain their trust: Create a purpose-driven company culture Most companies often define customer service as post-sale customer service. The truth is, it’s the experience that begins before the deal is even done. It’s vital for employees to be committed and inspired to create more value so they can provide differentiating service for their customers at every step. This kind of mindset should permeate the entire culture. It will happen smoothly if you have employees who are invested and aware of how their work impact customers. Create a balance between technology and human interaction The role of technology is impactful for the growth of the business. However, it should be balanced with the human-to-human value to build healthier, meaningful relationships with customers. Encourage employees to have two-way conversations and not be too reliant on automation. Encourage them to engage in open-ended questioning to discover their true needs and challenges. This is how you define selling as uncovering and meeting needs and creating value for people. Improve customer service You need to turn words into actions in order to improve your customer service. Make sure that the process of customer service is effective and efficient. Create a system that allows your employees to give consistency and anchor to ground them. Train them to handle the issues effectively without and not too reliant on scripts. It allows your employees to build skills and tools to recognize and adapt when communicating with customers. Hence, they can connect better with customers. Remove a transaction-focused mindset from your company culture Train your employees to remove a transaction-focused mindset and develop problem-solving skills through critical thinking, attentive listening, and positive engagement with customers. It’s how you teach them to be humane so they can be more appreciative of facing customers’ frustrations while building trust and loyalty. Do not hesitate to model, measure, and reward behaviors that create an exceptional customer experience. Empower your employees and raise their awareness of their impact on customer experience. It requires confidence, skills, and integrity to give impactful coaching. Reinforce a customer-centric culture and celebrate stories of customer impacts in one-on-one coaching or team meeting. The outcomes of these approaches will be so rewarding. Lifestyle