Understand Your Customers to Deliver Personalised Support Services

This article was supplied by Firefly | Educate Plus Strategic Partner

Have you asked yourself: “How easy is (for customers) to engage with us?”.

In the context of education “customers” could be thought of parents, students and staff who interact with your educational institution.

No matter how outstanding your offering is, if it’s difficult for families to communicate with you, to have their questions answered, you may not retain them. This can be especially applicable for younger demographics who have had ‘big tech’ addressing individual needs with an optimised Customer Experience.

Optimising your Customer Experience (CX) is making each interaction with your organisation and brand positive.

Meeting your customer’s needs in a timely manner at each stage of the customer journey, from initial enquiry through to enrolment and graduation, builds trust and loyalty with your brand. Satisfied customers are more likely to refer and recommend.

What can you do if your Customer Experience needs some improvement?

Transform your Customer Experience

CX Transformation can be thought of streamlining your services and processes to improve (customer) interactions with your brand.

When rethinking the way your organisation approaches Customer Experience you should consider three critical areas:

1.Visualise the level of service you want to deliver

What do you want your Customer Experience to look like? What are the outcomes you’d like to achieve?

• • Evaluate these against your organisation’s purpose and brand promise.
  • Look at your Mission and Vision and decide what changes in customer behaviour you’d like to see.

Likely it’ll be clear where to focus attention to make positive, transformative change.

2. Overhaul processes and programmes

Evaluate your current services with an open mind:

• • Do your research. Put yourself in your customer’s shoes.
  • Talk to your staff and families to evaluate their viewpoints with respect to service delivery.
  • Commit to making the changes necessary for CX improvement.

3. Build new capabilities

Changes need to be supported with training and technology. Effective staff training and support will help minimise customer frustration through efficient handling of customer queries.

• • Minimise disruption through integrated technology platforms.
  • Assist staff with process automation
  • Building survey or data analysis tools into each step of the customer journey is a great way to encourage feedback and problem solving across processes and departments.
  • Consistent brand messaging and tone of voice across platforms builds trust.

Encouraging a customer centric mindset, you’ll create a better customer experience, happier families, staff and a stronger organisation.

Want to Chat Further?

For further info get in touch at fireflydigital.net.au or email info@fi.net.au