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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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Will AI Be the Future’s Definition of Sustainable Manufacturing?

Governments worldwide are implementing strict energy and emission policies to drive sustainability and efficiency in industries:

  • China’s Dual Control Policy (since 2016) enforces strict limits on energy intensity and usage to regulate industrial consumption.
  • The EU’s Fit for 55 Package mandates industries to adopt circular economy practices and cut emissions by at least 55% by 2030.
  • Japan’s Green Growth Strategy incentivizes manufacturers to implement energy-efficient technologies through targeted tax benefits.
  • India’s Perform, Achieve, and Trade (PAT) Scheme encourages energy-intensive industries to improve efficiency, rewarding those who exceed targets with tradable energy-saving certificates.

These policies reflect a global push toward sustainability, urging industries to innovate, reduce carbon footprints, and embrace energy efficiency.

What’s driving the world to impose these mandates in manufacturing?

This is because the manufacturing industry is at a crossroads. With environmental concerns mounting, the sector faces some stark realities. Annually, it generates 9.2 billion tonnes of industrial waste—enough to fill 3.7 million Olympic-sized swimming pools or cover the entire city of Manhattan in a 340-foot layer of waste. Manufacturing also consumes 54% of the world’s energy resources, roughly equal to the total energy usage of India, Japan, and Germany combined. And with the sector contributing around 25% of global greenhouse gas emissions, it outpaces emissions from all passenger vehicles worldwide.

These regulations are ambitious and necessary. But here’s the question: Can industries meet these demands without sacrificing profitability?

Yes, sustainability initiatives are not a recent phenomenon. They have traditionally been driven by the emergence of smart technologies like the Internet of Things (IoT), which laid the groundwork for more efficient and responsible manufacturing practices.

Today, most enterprises are turning to AI in manufacturing to further drive efficiencies, lower costs while staying compliant with regulations. Here’s how AI-driven manufacturing is enhancing energy efficiency, waste reduction, and sustainable supply chain practices across the manufacturing landscape.

How Does AI Help in Building a Sustainable Future for Manufacturing?

1. Energy Efficiency

Energy consumption is a major contributor to manufacturing emissions. AI-powered systems help optimize energy usage by analyzing production data, monitoring equipment performance, and identifying inefficiencies.

  • Siemens has implemented AI in its manufacturing facilities to optimize energy usage in real-time. By analyzing historical data and predicting energy demand, Siemens reduced energy consumption by 10% across its plants. 
  • In China, manufacturers are leveraging AI-driven energy management platforms to comply with the Dual Control Policy. These systems forecast energy consumption patterns and recommend adjustments to stay within mandated limits.

Impact: AI-driven energy management systems not only reduce costs but also ensure compliance with stringent energy caps, proving that sustainability and profitability can go hand in hand.

2. Waste Reduction

Manufacturing waste is a double-edged sword—it pollutes the environment and represents inefficiencies in production. AI helps manufacturers minimize waste by enhancing production accuracy and enabling circular practices like recycling and reuse.

  • Procter & Gamble (P&G) uses AI-powered vision systems to detect defects in manufacturing lines, reducing waste caused by faulty products. This not only ensures higher quality but also significantly reduces raw material usage.
  • The European Union‘s circular economy mandates have inspired manufacturers in the steel and cement industries to adopt AI-driven waste recovery systems. For example, AI algorithms are used to identify recyclable materials from production waste streams, enabling closed-loop systems. 

Impact: AI helps companies cut down on waste while complying with mandates like the EU’s Fit for 55 package, making sustainability an operational advantage.

3. Sustainable Supply Chains

Supply chains in manufacturing are vast and complex, often contributing significantly to carbon footprints. AI-powered analytics enable manufacturers to monitor and optimize supply chain operations, from sourcing raw materials to final delivery.

  • Unilever uses AI to track and reduce the carbon emissions of its suppliers. By analyzing data across the supply chain, the company ensures that partners comply with sustainability standards, reducing overall emissions.
  • In Japan, automotive manufacturers are leveraging AI for supply chain optimization. AI algorithms optimize delivery routes and load capacities, cutting fuel usage and emissions while benefiting from tax incentives under Japan’s Green Growth Strategy.

Impact: By making supply chains more efficient, AI not only reduces emissions but also builds resilience, helping manufacturers adapt to global disruptions while staying sustainable.

4. Predictive Maintenance

Industrial machinery is a significant source of emissions and waste when it operates inefficiently or breaks down. AI-driven predictive maintenance ensures that equipment is operating at peak performance, reducing energy consumption and downtime.

  • General Electric (GE) uses AI-powered sensors to monitor the health of manufacturing equipment. These systems predict failures before they happen, allowing timely maintenance and reducing energy waste.
  • AI-enabled predictive tools are also being adopted under India’s PAT scheme, where energy-intensive industries leverage real-time equipment monitoring to enhance efficiency. (Source)

Impact: Predictive maintenance not only extends the lifespan of machinery but also ensures that energy-intensive equipment operates within sustainable parameters.

The Road Ahead

AI is no longer just a tool—it’s a critical partner in achieving sustainability. By addressing challenges in energy usage, waste management, and supply chain optimization, AI helps manufacturers not just comply with global mandates but thrive in a world increasingly focused on sustainability.

As countries continue to tighten regulations and push for decarbonization, manufacturers that embrace AI stand to gain a competitive edge while contributing to a cleaner, greener future.

Mantra Labs helps manufacturers achieve sustainable outcomes—driving efficiencies across the shop floor to operational excellence, lowering costs, and enabling them to hit ESG targets. By integrating AI-driven solutions, manufacturers can turn sustainability challenges into opportunities for innovation and growth, building a more resilient and responsible industry for the future.

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