The customer experience (also known as CX) is defined by the interactions and experiences your customer has with your business throughout the entire customer journey, from first contact to becoming a happy and loyal customer.
The reason why it’s important is that a customer who has a positive experience with a business is more likely to become a repeat and loyal customer and recommend your small business to their family and friends.
This will have a direct impact on your revenue. According to research conducted by American Express, 86% of customers are willing to pay more for a better experience. Actually, on average, a moderate increase in customer experience generates an increase of 823$ million over 3 years for a company with 1$ billion in annual revenues (Temkin Group)
Is customer experience the same as customer service?
Although customer service and customer experience might sound the same, they are different concepts, and they work hand in hand when it comes to building brand loyalty.
Customer service is just one part of the entire customer journey, while customer experience encompasses all the interactions between your brand and a customer.
Memorable customer experiences and great customer service are intertwined—you can’t have one without the other.
What impacts the customer experience?
Quick response time: In the fast-paced life, all of us are living today, the response time taken to address the customers can influence their perception of the experience. Quick responsiveness can not only help you to get points with your clients, but it also helps in assuring clients that their opinions and feedback are valuable to the company, enhancing their experience.
Customer service solved the problem: Imparting meaningful information and specialized knowledge to customers can leave a lasting impression on them. Extending helpful insights and going a step ahead by educating your customers on the subjects of relevance can truly help you gain and retain loyal customers.
The customer feels understood and listened: While AI and chatbots are increasingly taking over the interaction part, some customers can get frustrated and feel is hard to make themselves understood by a robot. Understanding your target audience and simplifying the process for them is necessary for providing relevant customer experiences.
We are specialized in building your brand to help you to engage with your customers. Connect with us and we can show an approach that is focused, relevant and most of all strategic.
