WHY CUSTOMER EXPERIENCE IS IMPORTANT
The customer has become the epicentre of business strategies. In addition to offering good products and services, companies are increasingly concerned about offering satisfactory experiences to their customers. Taking care of the customer experience is nowadays one of the key points for any business. Let’s talk about customer experience and why it is essential.
What is customer experience?
As its name suggests, the customer experience is the complete experience that a customer has in relation to our brand, from the moment they get in touch with us, until they finalize their purchase. Therefore, the customer experience encompasses every stage of the customer journey (bismart.com).
Consecutively, customer experience is a memory; the memory that the customer takes away once they have completed their purchase. If the memory is good and the experience is not hindered by inefficiencies, we will get them to buy one of our products or services again and, therefore, the relationship will continue and the customer journey will not end (bismart).
Ultimately, the experience of our customers is as important as the quality of our products or services. If we offer a very efficient product or service, but the user’s experience when obtaining it is unpleasant, the customer will undoubtedly not repeat the experience. Therefore, the customer experience is, at the end of the day, our brand’s value; everything we communicate and do in each of our relationships with our customers. Quoting C.K. Prahalad “the experience is the brand”.
10 reasons why customer experience is so important
1. Customer Loyalty: A positive customer experience creates a sense of trust and satisfaction with the brand. When customers have a good experience, they are more likely to return for future purchases. Loyal customers are also less sensitive to price changes, making them more resistant to competitors’ offers.
2. Customer Advocacy: Satisfied customers become natural brand advocates, spreading positive word-of-mouth about the company. They are more inclined to recommend the brand to friends, family, and colleagues, which can lead to new customer acquisition without spending on marketing efforts.
3. Differentiation: In markets where products and services are similar, customer experience can be a crucial differentiator. Brands that consistently deliver excellent experiences can build a reputation that sets them apart from their competitors.
4. Brand Perception: A customer’s experience with a brand shapes their perception of it. A positive experience creates a favorable impression, while a negative one can lead to negative associations with the brand. Consistent positive experiences build a strong and positive brand image.
5. Customer Feedback: Customer experience feedback is a valuable source of information for businesses. Positive feedback helps identify what aspects of the business are working well, while negative feedback highlights areas that need improvement.
6. Increased Revenue: Satisfied customers are more likely to become repeat buyers and make additional purchases. They may also be willing to pay more for premium products or services, leading to increased revenue and profitability.
7. Reduced Costs: A great customer experience can lead to reduced support costs. Happy customers are less likely to encounter issues or require assistance, reducing the need for customer service resources.
8. Employee Engagement: When employees see the impact of their work on customer satisfaction, they become more engaged and motivated. Knowing that their efforts contribute to customer happiness enhances job satisfaction and can lead to lower employee turnover.
9. Competitive Advantage: A strong focus on customer experience can create a sustainable competitive advantage. Brands that consistently deliver exceptional experiences tend to retain customers better and attract new ones, outperforming competitors over time.
10. Business Growth: By consistently delivering excellent experiences, businesses can attract new customers through positive word-of-mouth and referrals. Satisfied customers are also more likely to become repeat customers, leading to business growth and expansion.
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Good customer service is as much about creating positive public awareness and goodwill for your company as it is about troubleshooting ongoing issues your customers might face, before they escalate into a bigger problem. That’s why it’s important to build a specialized team to tackle this key role the right way. A customer who is satisfied with the purchase process and with the relationship they have established with your brand is a customer who, when they need the service or product again, will trust you again. http://outsourcenigeria.com/ has great capacity to outsource CSR agents who can help you keep your customer base satisfied, by working directly with customers via phone, email, live chat, social media, and other common support methods.