Should The Customer Experience Be Centralized Around A Community?

Most interactions between customers and companies usually happen online.  The customer experience is so important if you want to be considered one of the best in your industry.  A disjointed and complicated online platform that frustrates consumers will eventually ruin a firm’s reputation.  One way to streamline the experience your customers encounter online is to direct them towards your community.  When it is backed by the right membership management software, the community can transform the customer experience by playing a number of roles.

 

First off, realize that your community is capable of supporting any customer through every stage of their journey.  Once a visitor finally makes their first purchase, they could follow the community and be educated on everything you offer.  As their loyalty grows and they learn more about your association, they might use their new knowledge to guide others which is made possible by the community.

 

Online communities are appealing to many people since they connect customers with others that have the same interests.  Members typically want to talk with an actual person and this is why automated phone systems haven’t gained much traction.

Most customers reach out to companies because they want to talk with someone who relates to them and the community makes it possible.  It allows older clients to resolve the queries that new customers might have and the customer base can submit ideas for products and services.

 

With membership management software, you can turn your association into the kind of place that gives customers all the support, engagement, and feedback they could ever want.  The best communities always boost the customer experience by having answers to a variety of questions.

This creates a sense of fellowship that makes newcomers feel welcome while also providing them with the resources they need to enjoy their time on your platform.  Many websites have tools that can perform some of these functions.  But, a community does all of them which is why it should take center stage for customers to have a great experience!