Many businesses put all their attention into optimizing for customer experience in their home market, paying less attention to their international opportunities. A modern customer experience strategy must consider experiences throughout all the markets they operate in. It is never enough to just translate content and assume international customers will respond the same as your domestic customers. – Richard DelantyInto23

6. Regularly Seek Feedback To Show Customers It Matters

Seek feedback often and early throughout the customer experience. This reinforces the idea in the customer’s mind that their feedback matters and is valued. Also, address complaints immediately through protocols that make complaints high-priority. This will help to avoid things spinning into a downward spiral online. – Clarence Lee, Jr.Exhort Health

7. Automate Your Reviews Process

In this day and age, combat negative reviews by using review catcher software. The software will continuously solicit reviews, most of which will be positive if you are a decent company. So, even if a negative review appears at some point, it will be surrounded by positivity. Automation is key. – Adelheid WaumboldtISET Agency

8. Improve Your Employee Experience

Your customer experience is closely aligned with your employee experience. The closer employees are to serving customers, the greater the impact. Improvement of your employee experience should connect to your customer experience, particularly when they can understand how their interactions shape that experience. Improving your customer experience without fixing your workplace culture is futile. – Dr. Donte VaughnCultureWorx

9. React Appropriately To A Bad Customer Experience

One bad customer experience doesn’t bring down a business; rather, how you react is what impacts the business’s reputation. We recently turned our customer support team into the department of customer love, and our satisfaction and response times have all improved massively. Actually listening, being flexible and owning mistakes is the way to always drive forward while placing the customer at the forefront. – Nicolas VandenbergheChili Piper

10. Focus On The Culture And Core Values Of The Company

It starts from the top. The leader must focus on what the customer really wants and needs, and must believe that the customer’s experience is important. Then, they should instill that sentiment in their workforce. Typically, bad customer service points back to the culture and core values of an organization. Get your house in order and reward those that uphold the values. Develop those that don’t. – Natasha MillerEntire Productions

11. Seek Out Issues And Turn Them into Assets

One way to critically look at your customer experience and make improvements is to aggressively seek out the biggest issues first and turn them into assets to be utilized by the business. If it’s an inefficient process, then add value throughout the point(s) of inefficiency, including leading into and following out of the pain point. Offense is always the best defense. – Matthew DavisGDI Insurance Agency, Inc.

12. Experience The Customer Journey For Yourself

With some regularity, put yourself through your actual customer experience from beginning to end. Ask your employees to walk you through the entire process as if you’re the client or customer and role play. You now have the full picture and can fine-tune and adjust as necessary to ensure a positive customer journey. – Adam PovlitzAnago Cleaning Systems

13. Ensure Employees Are Satisfied

Monitor both customer and employee satisfaction (e.g. through Net Promoter scores). There is a direct connection with employee satisfaction often being a leading indicator of customer satisfaction. When employees feel great about their jobs and are engaged in providing quality work to meet customers’ needs, that leads to superior customer experiences. Monitoring changes allows you to capture problems before they upset customers. – Jerry CahnAge Brilliantly

14. Use A Negative Customer Experience As A Learning Tool

Engage with consumers to understand where and why any breakdowns occurred, as this will allow you to make changes to your approach moving forward. It is also important to offer tangible solutions to solve the current problem so you can turn a negative experience into a positive one. – Kelley HigneyBug Bite Thing

15. Put Yourself In The Customers’ Shoes

If you’re not the target audience, find a person you trust who is and have them go through the same process any other customer would. See where they stumble, what’s confusing them and fix those things. Also, understand you will have bad reviews no matter what, but as long as those are minimized, it’s not going to take you down. The customer isn’t always right. – Aviv ShalgiSolar Simplified