5 ways to give your CX game plan the kick it needs

CX game planA loud brouhaha, a field greener than green, painted faces and waving flags. The whistle blows and kicks-off the game! The UEFA Euro 2016 has caused a sweet frenzy in the air as thousands of fans around Europe gather in hopes of seeing their country reach the finals. All eyes are on the players, who secretly look to their coaches for guidance. The latters are perfecting their game plan to ensure a victory. You can do the same! Use these 5 tips to polish your customer experience strategy!

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How to rationally play on a customer’s emotions?

Play on a customer's emotionsEmotions are part of our human nature. They’re personal, yet common to all. Their stream is constant and unpredictable; subject to tormented waters despite a rationalization of the situation. Shakespeare, Racine, Goethe and many others converted these emotional roller-coasters into theatrical plays appreciated worldwide. The overflowing media has been depicting its own reality for years by playing on people’s emotions. Why not also use our inherent passions to your advantage?

In The Prince, Machiavel reveals how to govern others’ passions to keep one’s power. His advice is geared towards princes. However, the 16th-century Princedoms can also apply to corporations. Keep your customers’ loyalty by owning their emotions.

In his treatise Passions of the Soul, Descartes identifies six “primitive” passions: wonder, love, hatred, desire, joy and sadness. Each one of these emotions can be rationally used to increase brand awareness, conversion rates and customer retention.

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Measuring and listening to customer satisfaction, a real asset for your website

Measuring and listening to customer satisfactionWhy gauge it?

A market overflowing with competitors is making it crucial for companies today to pay attention to their customers’ satisfaction. The quality of service delivered to clients has become a key instrument to stand apart from competitors and gain added value. To live up to your clients’ expectations, you need to be aware of your strengths and weaknesses and know if your promises to customers are kept.

“You need to meet your client’s expectations”, that’s the first thing you need to remember from this article.

How to measure it?

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Culture vélo uses click to chat to generate client visits in their store

Culture vélo23% increase in conversion rates because visitors are assisted via chat

Presentation of the Culture Vélo establishment

Part of the Cyclelab group and the number on in sales channel for bicycles in France, Culture vélo sells new and second-hand bicycles, parts and accessories. With over 15 years of experience, Culture vélo owns today 80 shops and offers a very wide range of products – over 60,000 references.

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Why get personal with your customers?

Why get personal According to Comarketing, 67% of cyberbuyers say they would rather purchase in a store online offering personalized services. This buyer’s behavior has revolutionized the way we do business. Clients are now the center of attention. They expect to be wooed by their many suitors. They will have no qualms going to a competitor if the suitor does not meet their expectations even though they may be repeat customers. A customized service, much like a courtship, is your best bet to win over the heart of your customers. If nothing else, personalization is a win-win strategy: Internet users live a quality customer experience and the website’s performances improve in all aspects: average cart content, loyalty, conversion rates, etc.

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