Customer experience is a major artery of any B2C company. The type of relationship a company has with its customers is vital to its success, and by selling directly to consumers, B2C companies have a unique opportunity to craft the way they engage with every customer to enhance their experience every time.
Many companies think that the right way to improve upon the customer experience is to communicate more with customers: more emails, more automated text messages, more phone calls asking about their service, etc.
However, customers don’t want more communication. They want better.
As the Chief Product Officer at WUWTA, I’ve seen the impact that a properly evolved communication strategy can have on a company’s customer experience and overall success.
Here are tips I would give to any company, big or small, to engage with customers the right way.
The COVID-19 pandemic caused companies to quickly adapt to a new way of operating that’s faster, easier for consumers, and produces great results. Now, customers in a post-pandemic world gravitate toward services that operate in this way. They want what is most valuable to them: time and results. Digital communication allows companies to provide answers or fulfill requests quickly. The customer has a better experience with fast communication than if they had to wait in an office or schedule an appointment.
Every company should want to enhance the customer experience; therefore, companies should integrate more digital engagement into their strategy. My goal for WUWTA was to create a platform with a proactive approach to communication. I want businesses to have the opportunity to make a lasting first impression on the consumer and carry out that reputation of excellence with perfectly timed, custom content with unique messages focused on enhancing a patient’s experience. The result is that customers feel important: they have a stronger connection with the brand, and they will keep coming back.
A great customer experience rests on a solid foundation of trust. For example, WUWTA clients who are in the dental industry focus on trust between the doctor and the patient. Patients want to make that connection and feel confident that their provider has the right knowledge and intentions to reach the desired outcome. Using WUWTA, a health care practice can engage people on their terms by providing curated, personalized experiences that guide them through their journey. This builds trust and puts the patient’s mind at ease.
WUWTA bridges the gap between patient and provider early in the treatment process and now, patients can communicate instantly. They feel more reassured going into surgery and feel more confident with their doctor before meeting them. Companies can also build trust by telling customers about their brand. The more customers know about a company, the more likely they are to support the business. Exercising better digital communication to share these insights helps customers feel more connected and solidifies that foundation of trust.
Providing custom, personalized content to patients creates a more personable experience. Our goal is to help businesses learn who your customer really is, which enables you to communicate with your customer, client, guest, patient—or whatever you call your most important person—like they are your only customer. By tracking engagement across all channels, you can maximize the conversion and increase operational efficiency which leads to superior outcomes.
Delivering personalized content at each stage of a patient’s care and ensuring that the content is relevant to the step in their care journey is the difference—a difference customers can feel. In healthcare, for example, practices think that sending an appointment reminder is great personalized engagement, but that’s simply the standard of healthcare today. Going above and beyond to customize content based on their individual situations really levels up the experience. A care provider who talks to a patient and includes their name, procedure, and steps of their journey will win over a company who only sends automated messages.
At WUWTA, we’ve taken this concept of personalization and combined it with fast messaging to set the bar of communication higher. It’s a delicate balance of personalized messages, building trust, and delivering the right information at the right time. When executed properly, customers have a better experience and companies get better results. It’s a win-win.
Engage with customers the smarter way, not the harder way. With your B2C company, you have the power to make a better experience for customers. Focus on strengthening your strategy and onboard more digital communication. But remember: it’s not just more communication that people want, it’s better.
WUWTA is a comprehensive messaging platform that allows businesses to deliver custom messages to every patient when they need it most.
Talk to a member of the WUWTA team today to start building incredible experiences.
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