Keep your customers on the same page by providing them exclusive User Experience to cherish a great web & mobile presence! This whitepaper brings all those unfold elements that help generate Better Revenue! Determine various factors based on this UX kit. https://biztechconsultancy.com/blog/whitepaper/user-experience-key-revenue-generation/

1. White Paper
Excellent User Experience
Key to Revenue Generation
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2. What is User Experience?
“Customer experience is a long lasting asset garnered over various interactions and over time. Each
communication matters and loyalty is always on litmus test. Usefulness, Ease of Use and Enjoyability
are three key factors that determine customer experience.”
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What Do Customers Want?
 Easy access to service on their conditions
 Evidence that a business cares
 To be heard
 Do not want unpleasant surprises

3. How to Deliver What Customers Want?
A few tips are available to deliver what customers want! Simple yet effective!
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Usefulness:
Usefulness is imperative. Your business can be useful when it allows customers to get
what they want and delivers the purpose. Enhance usefulness of a channel by
adopting some or all of strategies.
User-Friendliness:
Ease of use is a feel-good aspect. If a business lacks in usability, users may be forced to
do self service but it does not build loyalty. Therefore usability tends to be a granted
expectation and not a value-add.
Pleasurable:
It brings in the WOW factor. Users must enjoy navigating the website. The website
should engage customers through presentation and diverse content type, and
simultaneously influence user to buy. Web 2.0 has refined the browsing experience of
users. Smart search, user-friendliness, customized service, and rich interaction are the
pleasure boosters.
All these tips would require high bandwidth and organization should gear up to offer such speeds.

4. Align Your Customer Service With Your Brand
The brand name of any business goes beyond its name and logo. It can earn loyal customers and
acquire more customers. The ideal way to create a strong brand message is to deliver quality
customer service. How to do so! First you must place the core building blocks in place.
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1. Create a Clear Brand Promise
Setting of proper expectations is one of the challenges for any enterprise. You must take time off to clearly
mention what your brand is about. What you are and aren’t ready to do when it comes to customer
service? Evade all confusion, educate your customers to help them set their expectations for the kind of
help and preference they can get in case they have an issue.
2. Make it Mandatory to Follow Brand Promise
All the employees from top to bottom should know the brand promise. Management level executive are
responsible for enforcing this. The process should flow from top to bottom.
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3. Chalk out your Values
Small businesses may not develop a mission statement but they can still script into a few words what their
vision is. Write it down and use it as the cornerstone for the brand promise you and your employees want
to deliver.

5. Align Your Customer Service With Your Brand
Happy employees tend to do better work and better customer service. Unhappy staff members
also tend to leave a business fast, quashing any amount of time and investment you’ve put into
them. It is ideal to follow up with support and feedback once you have trained employees and
given the tools to offer best service. You deserve to be happy!
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4. Define Flexible Customer Service Process
Once drafting your vision, take the time to map out your customer service plan. It’s time to explain your
employees the proper way of doing things and also make them understand in some situations they can be
flexible. Help them learn value of consistency but avoid delivering a robotic response.
5. Measure Customer Service and Seek Feedback
Track your customer service to ensure it support your brand image. The ideal way is seeking feedback.
This particularly applies to small businesses, as your customers might know you personally. Once
feedback are received and addressed, don’t hesitate to call for follow up.
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6. Train Your Front Office Staff
Set your staff for great service with these four steps:
 Provide them easy access to information including all core
business data, like status of an order, or the price and inventory
records of a product.
 Let them know the answers to common questions.
 Let them know how to describe the features of the
products/services they are selling. Let them also know how to
explain the logic behind business policies.
 Just ensure they can fix issues right away. Most of incidents
where employees went rude were witnessed because they were
not aware how to respond to a reasonable customer request.
Your employees are the representative of your organization to your customers. They must be equipped
with the tools and guidance required or else they will fail, and your business will churn customers.
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7. Boost Employee Morale
“Contented employees deliver improved customer service.
Dissatisfied staff fails to put extra efforts to resolve customer
complaint. Employees that are not happy tend to leave an
organization fast, disregarding the degree of time and
investment you’ve spent on them. Once employees have been
trained and given the tools to offer great service, follow up with
support and positive feedback. It’s time to get happy!”
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 Organize frequent “victory sessions.”
 Allow all to share their toughest customer service time and how they managed it.
 Each individual should get recognized for what they did inclusive of the “low performers”
 This allows employees to solve customer issues on the spot.
 The meetings can encourage staff to work hard to achieve something encouraging for
sharing at the “victory session.”
 Everyone will get to know about new methods to tackle customer grievances.

8. Manage Employees Prudently
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If the above factors - rich user experience, horizontal navigation and faster
development time are your priority, you need to embrace Mobile Web App
approach.
Try to know from your employees their
greatest frustrations while offering customer
service
Act on at least one of the issues. It will have a
positive impact on boosting the morale of your
employees, as they will realize that there is
hope these things will change. They will be
encouraged to share again in the future, before
a problem develops.
If you receive a customer complaint about any
employee, don’t immediately scold them
First, ask them why they said and what they did.
Convince them about your believe on them.
Chances are they might be lacking some tools or
some other changes that will give you the
opportunity to change that.

9. Track Customer Communications
After you have trained your staff about delivering great service, you can inspect if they
understood it well. This can be done in many ways.
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Personal Inspection
In your store or office, listen to your employee and customer conversations. Be more
attentive to how employees reply to comments.
Ask for Feedback
Try asking your customers, looking them in the eyes, “How are we doing?” This is the
best way to stay connected with customer.
Remove Barriers with Customers
Ask for feedback on things like email and invoices. You will get a mix of compliments
and complaints, which will get opportunity to celebrate great service, and correct
issues you weren’t aware of.
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Provide Contact Person’s Information
Sharing your email and, if possible, mobile number will send a message to customers
that you are here to help.

10. Focus On Right Customer Metrics
Concentrating to the following nine aspects will drastically shift your staff members’ mindset.
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1. Empathy
Did your employee use a tone and expression while face-to-face conversation that displays their genuine
cared about the complaint?
2. Active Listening
Did they exhibit they were actively listening; by paraphrasing back the customers’ averments to cross
check the complaint was properly understood?
3. Knowledge
Did they understand your business’s policies in regards to the incident?
4. Clear Understanding
Did they understand why your business policies are in the customer’s interest?

11. Focus On Right Customer Metrics
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5. Empowerment
Did the employee know how to use empowerment and flexibility to satisfy the customer?
6. Preventative Measures
Did the employee help the customer avoid a future problem by anticipating what they might need going
forward?
7. Emotional Connection
Is your employee able to develop an emotional bonding with the customer?
8. Prevention
Can your employee prevent any customer issue in the first place?
9. Customer Rating
From the customer’s point of view, how your employee would rate the overall conversation?

12. Consider Customers as Media REPS
Ask below four questions to yourself and your managers and ensure the answers are shared with all
frontline staff:
1. How many new customers come from personal referrals?
2. What should we do to offer memorable and happy service transactions to customers?
3. How should we spend to acquire new customer? It may include money spent on marketing,
advertising, or other sales initiatives.
4. How much would it cost to make all service transactions happily memorable for customers?
The answers to the questions would surely surprise you how important is word-of-mouth referrals as
this is the most effective way of customer acquisition. The consistent growth of a small business
eventually comes down to making a profit. Considering a small segment of people who spend based
only on discounts, the ideal way to earn the right to charge a premium price at your business is to
deliver excellent service.
It has been observed, sensitivity to price doubles when a consumer complaint; and it again multiplies if
they experience yet another issue. But if you provide excellent service it justifies expense, as they
consider what they’re paying for is worth it. It can earn you a lifetime customer.
“The most inexpensive and effective way to customer acquisition is word of mouth referrals from other
satisfied customers. You can handle word of mouth by offering a great experience every time a
customer approaches you. You can measure word of mouth with right training and common sense.”
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13. Things to Remember
 A strong brand image attracts loyal customers.
 Employees should be empowered to offering great services.
 Contented employee covers extra mile for keeping customers happy.
 “Inspect what you expect” and track customer conversations.
 Define ways to offer preventative service by monitoring customer metrics.
 Happy customer referrals are most effective and inexpensive way to get new business.
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“It’s five times costly to acquire a new customer as to retain an old
one. Invest in your old customers by offering great service!”

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