A customer experience strategy outlines the many different points of interaction between a brand and its audience. These ‘touch points’ help to build trust within your customer base, giving your target audience spaces to latch onto online, eventually leading to a thriving community of activity – all built around your brand.
In the digital realm, this can mean website visits, forum activity, social media interactions and even paid advertising.
As far as Telligent Community goes, it comes equipped with a number of out-of-the-box features that are perfectly suited to building and developing an effective digital customer experience strategy. From expert information gathering in detailed rich blogs written by trusted company specialists, to trouble-shooting in question and answer forums and open-ended conversations in discussion forums, Telligent Community acts as a central hub from which the majority of your business or organization’s customer experience strategy can take place.
Be the authoritative, trusted voice online
With publishing more accessible, quick and easy than ever before, it means that the entry-requirements for writing a blog are non-existent. Whilst the pros of ‘free publishing’ have allowed countless, talented publishers to kick-start their ideas and creative profiles, it also means that it’s increasingly easier for misinformed articles and unofficial, opinion-led features to be made available for your audience and future customers.
Our tip? As part of your customer experience strategy, give your audience an improved customer experience by providing official, brand-endorsed thought pieces and well-informed features on your specialist area to solidify your presence, trust and authority.
Read more about Telligent Community’s rich blogging features, which encompasses everything from multimedia attachments, advanced drafting functionality and multi-author blogging.
Provide answers for your customers’ questions
In the same way that your audience and loyal customers will find out information about your company through written blogs and resources online, they will also ask, and seek answers to, direct questions. Mirroring our sentiment above, being present with the answers here is key.
In fact, the old adage ‘just turn up’ holds some real truths when it comes to customer experience strategy, although it’s not to be taken too literally. To put it more, professionally, simply by being present, with quality content, half the battle is won when talking about creating an improved customer experience. If you know people out there are asking questions about your brand, why not be the face who safely guides them towards their answer? All hosted on your own question and answer forum.
Build platforms for your customers to communicate with each other, and be present on them
Being present can also mean taking a step back, confused? Let us explain. Creating a space in the digital environment, such as a discussion forum, will bring your audience to you. The key then, is to not be overly concerned with micro-managing it or not letting users feel they can express themselves and their concerns or questions to each other.
Then, when the time is right, you can jump into a few active threads, providing helpful answers, maybe educating on your product or service line, but always being aware of the ongoing goal: to provide your customers with a place to discuss, whilst your presence builds trust and brand loyalty.
Speak to one of our experts today
Besides the above, there are a multitude of features available out-of-the-box with Telligent Community that help facilitate a solid and successful customer experience strategy. From forums and blogs, through to Wikis and even instant messaging and live chat, Telligent is the perfect toolbox with which to lay the foundations of your customer experience strategy.