Customer experience is how customers perceive their interactions with your company. A successful strategy should be useful, usable, and enjoyable from the customer’s point of view with minimal interruption to the customer.
So why has customer experience become such a hot topic today? Consumer expectations are higher, word of mouth travels faster, and technology has gotten better.
Purchasers are empowered like never before, and excellent customer experience drives loyalty and revenue. Research shows if the customers are not satisfied, 13% of them will tell 15 or even more people that they are unhappy.
Customer Experience:
Improves Customer Satisfaction.
Customer experience is key to exceeding your customers’ expectations. Brands must be accurate, dependable, and provide the service they guaranteed. The opportunity lies in the ability to deliver what you promised and surprise your customer with extra care and support. A delighted customer contributes 2.6 times as much revenue as a somewhat satisfied customer and 14 times as much revenue as a somewhat dissatisfied customer. The main goal is to create a consistent customer experience across all touchpoints to exceed your customers’ expectations.
Creates Loyal Customers.
Acquiring a new customer costs seven times more than maintaining an existing one. Investing in your current customers will pay off, and it’s only a matter of time until you see positive results.
Increases Customer Advocacy.
Word of mouth is one of the most powerful tools a company can wish for and capitalize on today. Customers are researching advertisements online and are now seeking third-party validation when making a purchase. Yelp, Google reviews, Facebook recommendations, and independent review websites are just a few examples of how word of mouth spreads like digital wildfire in today’s online landscape. And that’s why customer advocacy is so important. By focusing on creating amazing customer experiences and embodying the desire for your business to go above and beyond, you’re creating an advocate out of every consumer.
Stand Out from the Competition
It is getting harder and harder to differentiate yourself from other businesses. But a competitive advantage is enormous, and the customer experience is the perfect tool to help you stand out from your competitors. 89% of companies are soon expected to compete mainly on customer experience; organizations that take customer experience seriously will stand out from the noise and win loyal customers over.
As Jerry Gregoire, CIO at Dell, says, “The customer experience is the next competitive battleground.”
This way, your consumer will no longer compare only products and prices, but also service and user experience.