It's not the number of people visiting your website, it's the number of people returning, that matters; especially when you are talking about online client experience.
Consider yourself your client. What would you want?
1. Easy to reach services?
2. Clear design?
3. Your friends following the brand?
Fill in the blanks.
It's not just about the information anymore, because there's plenty on the Internet. The presentation, the ease of getting it and relevance matters, when it comes to online experience.
Lastly, and most importantly, what your client online really seeks today in the crowded world of Internet is personalized attention!
Reply to him/her. Get in touch and build relationships.
It's delivering what they want and need in an enjoyable and engaging manner. Client experience is not just servicing a need, but making it a great process. It should be something they enjoy doing and and something that is not a chore. The best way to do this is to have a well designed product with an amazing user experience. If you give them an easy and enjoyable way to do their task then this is something they will not only come back to, but something they will be more likely to share with others.
Measure everything and then experience will become a metric and focus on getting that metric up.
Create a consistent way to gather experience quality across your customer interaction methods (email, chat, phone ...) i.e.
How well did the * at * solve this *?
Extremely well
Very well
Moderately well
Slightly well
Not at all well
Gather and analyse ALL the metrics. Monitor trends and work tirelessly to improve these trends.
Get back to EACH customer with a Not at all well experience. Understand them. Discern the sources of frustration and counteract them setting clear EXPECTATIONS (critical).
Doing this relentlessly should put you on track.
Happy to follow this up.
Pere
The first and foremost thing is to respond to all social posts. And that includes things on Twitter, Facebook and any other social channel including review sites, like Yelp and TripAdvisor. And I don’t care what industry you’re in, there’s probably a review site for your industry, where they’re talking about you.
And when I say, “Respond,” most people think, “Okay. They complain, I should respond.” No. Respond to every comment. I know that sounds like it could be big or daunting, but I think if somebody’s taking the time to write something nice to you, at least like their response, or recognise that you’ve read their response, you give them a little bit of feedback, even if it’s a sign of, “Yes, I like what you did. I re-Twitted you,” or maybe I actually make the comment.
Check out this video interview (and transcript) I did with customer experience guru Shep Hyken to see more: http://www.fieldboom.com/blog/customer-experience/.
