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5 Proven Strategies to Improve Customer Experience

If your customer’s flight arrives early and you’re able to make arrangements for changes in stay and travel plans beforehand, then that’s a great experience for the customer. If your customer needs to call support portal and request for changes, then that’s just customer service.

Bain & Company together with Harvard Business School foretold- increasing customer retention rates by 5% brands can increase profits by 25% to 95%. Decades ago, customer retention programs involved friendly customer service. Today, the strategy for customer retention has shifted to experiences that customers appreciate. Here are innovative ideas to improve customer experience.

#1 Preparing Customer Journey Map

A customer journey map outlines customers’ emotions from the time they come to know about your product to their purchase and post-purchase experiences. 

It helps to point out unsatisfactory instances and discover bottlenecks in operations. You can then device strategies for better customer experiences. According to Oracle’s Executive survey, hassle-free experience drives 74% of loyalty from customers. The customer journey is going to be integral to almost every digital product soon. 

[Quote]

New Product is the Customer Journey.

While building a customer journey map, it is important to include stakeholders’ viewpoints.  These can be from leadership, UX, customer success/service, product, sales and/or marketing, analyst, and third-party vendors/store managers. 

Also, the customer journey would be an understatement if you’ll not include Customer Experience Management (CEM), Communication and Persuasion techniques, Customer Relationship Management, and understanding of the retail environment.

#2 Living Up to the Promise

Customers are also brand advocates. They’re also playing the role of influencers. Therefore, not delivering the promised service might disappoint the customer and will eventually spread a negative reputation for your brand.

Delivering experiences more than promised is rare, but once achieved, loyalty towards brand from customers and their referrals is beyond imagination.

Here are a few Zappos’ “Deliver WOW Through Service” stories featured in Forbes.

#3 Bringing Better Mobile and Hand-held Device Experiences

Millennials have evolved from using CRTs to smartphones. And the unanimous reason is convenience. For instance, a VP of a leading firm, who is also a home-maker is now able to arrange dinner for the family while taking an uber ride.

The point is- mobile phones, tablets, or portable laptops have surpassed the limitations of portability. Customers are using their hand-held devices for accomplishing tasks anywhere and anytime.

You’ll be surprised to know, 77% of mobile searches are from locations where people are also having access to PC.

To improve customer experience on smartphones, Accelerated Mobile Pages (AMP) and optimizing key complex pages like homepage can turn beneficial. E.g. FRANK, a UK-based drug information service provider was able to increase its traffic by 39% by providing the best mobile experiences. 

IKEA was able to calculate the omnichannel return on ad spend (ROAS) for footfall in Belgium. It found out mobile campaigns brought 80% more footfall than the desktop campaigns.

#4 Adopting Omni-channel Service Can Help to Improve Customer Experience

Most businesses are investing in multichannel experiences like social media, website, mobile-first, smartwatch, and different offline and online marketing channels. Often these channels are not connected and aim to provide esoteric experiences. 

But, people expect the same service from brands regardless of channels. It can be social media like Instagram or Facebook- people want brands to hear their complaints or resolve their queries then and there itself. 

Or, while visiting the physical store, customers want the store representative to be helpful throughout the time they’re spending in-store. Google research states, over 70% of all shoppers say they are open to learning about products on YouTube from brands.

Omni-channel services seamlessly integrate different communication channels irrespective of how and where customers want to reach out.

For example, Bank of America allows paying monthly bills, depositing cheques, etc. via mobile app and website. Users can schedule appointments, connect with representatives via phone, chat, or in-person interaction.

#5 Providing 24 X 7 Support

About 72% of tech-savvy customers appreciate the real-time response from companies. They also acknowledge immediate query resolution can win their loyalty for the brands. Let’s talk about how to improve customer experience by enabling 24 X 7 support on your portal or website.

  1. Human support: The average cost per customer support is $1/minute, according to VHT. 
  2. Remote human support: Using VoIP (Voice over Internet Protocol) call-center support, the average cost drops to $25-$45 per agent per month. And human agents from different geographic locations can provide customer support according to their time-zones.
  3. Chatbots: The best of today’s’ technology is AI-powered chatbots, which are capable of handling customer queries at less than $0.1/minute. 

Cost is just one factor to determine your brand’s customer relationship management strategy.  To-the-point real time response to each and every customer query is what makes a great customer experience.

For example, brands are using AI-powered chatbots to provide 24 X 7 customer support, especially during off-working hours and holidays. These chatbots allow integrating document processing workflows, ticket management systems, etc. to further simplify and automate customer support. Therefore, you can opt for Smart bots which are not only cost-effective but also scalable across enterprizes.

Source: Hitee

To learn more about great customer experiences and strategy consulting to bring the best to your brand, feel free to contact us at hello@mantralabsglobal.com.

Contributing Authors: Nidhi Agrawal (Content Writer @Mantra Labs)

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Silent Drains: How Poor Data Observability Costs Enterprises Millions

Let’s rewind the clock for a moment. Thousands of years ago, humans had a simple way of keeping tabs on things—literally. They carved marks into clay tablets to track grain harvests or seal trade agreements. These ancient scribes kickstarted what would later become one of humanity’s greatest pursuits: organizing and understanding data. The journey of data began to take shape.

Now, here’s the kicker—we’ve gone from storing the data on clay to storing the data on the cloud, but one age-old problem still nags at us: How healthy is that data? Can we trust it?

Think about it. Records from centuries ago survived and still make sense today because someone cared enough to store them and keep them in good shape. That’s essentially what data observability does for our modern world. It’s like having a health monitor for your data systems, ensuring they’re reliable, accurate, and ready for action. And here are the times when data observability actually had more than a few wins in the real world and this is how it works

How Data Observability Works

Data observability involves monitoring, analyzing, and ensuring the health of your data systems in real-time. Here’s how it functions:

  1. Data Monitoring: Continuously tracks metrics like data volume, freshness, and schema consistency to spot anomalies early.
  2. Automated data Alerts: Notify teams of irregularities, such as unexpected data spikes or pipeline failures, before they escalate.
  3. Root Cause Analysis: Pinpoints the source of issues using lineage tracking, making problem-solving faster and more efficient.
  4. Proactive Maintenance: Predicts potential failures by analyzing historical trends, helping enterprises stay ahead of disruptions.
  5. Collaboration Tools: Bridges gaps between data engineering, analytics, and operations teams with a shared understanding of system health.

Real-World Wins with Data Observability

1. Preventing Retail Chaos

A global retailer was struggling with the complexities of scaling data operations across diverse regions, Faced with a vast and complex system, manual oversight became unsustainable. Rakuten provided data observability solutions by leveraging real-time monitoring and integrating ITSM solutions with a unified data health dashboard, the retailer was able to prevent costly downtime and ensure seamless data operations. The result? Enhanced data lineage tracking and reduced operational overhead.

2. Fixing Silent Pipeline Failures

Monte Carlo’s data observability solutions have saved organizations from silent data pipeline failures. For example, a Salesforce password expiry caused updates to stop in the salesforce_accounts_created table. Monte Carlo flagged the issue, allowing the team to resolve it before it caught the executive attention. Similarly, an authorization issue with Google Ads integrations was detected and fixed, avoiding significant data loss.

3. Forbes Optimizes Performance

To ensure its website performs optimally, Forbes turned to Datadog for data observability. Previously, siloed data and limited access slowed down troubleshooting. With Datadog, Forbes unified observability across teams, reducing homepage load times by 37% and maintaining operational efficiency during high-traffic events like Black Friday.

4. Lenovo Maintains Uptime

Lenovo leveraged observability, provided by Splunk, to monitor its infrastructure during critical periods. Despite a 300% increase in web traffic on Black Friday, Lenovo maintained 100% uptime and reduced mean time to resolution (MTTR) by 83%, ensuring a flawless user experience.

Why Every Enterprise Needs Data Observability Today

1. Prevent Costly Downtime

Data downtime can cost enterprises up to $9,000 per minute. Imagine a retail giant facing data pipeline failures during peak sales—inventory mismatches lead to missed opportunities and unhappy customers. Data observability proactively detects anomalies, like sudden drops in data volume, preventing disruptions before they escalate.

2. Boost Confidence in Data

Poor data quality costs the U.S. economy $3.1 trillion annually. For enterprises, accurate, observable data ensures reliable decision-making and better AI outcomes. For instance, an insurance company can avoid processing errors by identifying schema changes or inconsistencies in real-time.

3. Enhance Collaboration

When data pipelines fail, teams often waste hours diagnosing issues. Data observability simplifies this by providing clear insights into pipeline health, enabling seamless collaboration across data engineering, data analytics, and data operations teams. This reduces finger-pointing and accelerates problem-solving.

4. Stay Agile Amid Complexity

As enterprises scale, data sources multiply, making Data pipeline monitoring and data pipeline management more complex. Data observability acts as a compass, pinpointing where and why issues occur, allowing organizations to adapt quickly without compromising operational efficiency.

The Bigger Picture:

Are you relying on broken roads in your data metropolis, or are you ready to embrace a system that keeps your operations smooth and your outcomes predictable?

Just as humanity evolved from carving records on clay tablets to storing data in the cloud, the way we manage and interpret data must evolve too. Data observability is not just a tool for keeping your data clean; it’s a strategic necessity to future-proof your business in a world where insights are the cornerstone of success. 

At Mantra Labs, we understand this deeply. With our partnership with Rakuten, we empower enterprises with advanced data observability solutions tailored to their unique challenges. Let us help you turn your data into an invaluable asset that ensures smooth operations and drives impactful outcomes.

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