What Is Customer Experience and Why Does It Matter?
Customer experience can be defined as the specific impression your customers may have of your business and brand when buying your products or purchasing from your business. Throughout your customer’s purchasing journey, they will form an impression of your brand based on their interactions with you. This has a direct impact on the perception of your brand and yes, even your income.
People and products are the two most important factors in creating a positive customer experience. Is your customer happy with the product’s performance? Are they happy with the customer service they received? These are just a few of the many questions you can ask to gauge your customer experience performance.
A company’s long-term success hinges on how well it treats its customers. The more satisfied your consumers are, the more loyal they will be, and the more likely they will recommend your business to others. The availability of the internet gives customers the power to choose. In today’s market, customers have access to a wide range of options and the information to enlighten themselves about different products and make their purchase decisions. Because of this, creating an amazing customer experience is vital if you want your customers to return and tell others. Here are 7 reasons we value customer experience and tips to keep in mind.
- A Good Customer Experience Leaves a Lasting Impression
Before purchasing, customers can readily learn more about a company and its products/services online. You can contribute to good customer experience by providing relevant content in both blog and educational videos about your products / services. A good FAQ section on your site with solutions for common issues will alleviate a lot of problems. One recommendation I have is to make sure the “Contact us for additional” help button is easy to find. If you’re a small business and don’t have the funds for live support, then utilize an email or a “messenger” style setup where site visitors can leave their contact information with the issues they’re having and then reach back out during normal business hours. We recommend no more than 24-48 hours between their request and your response.
- It Helps Build Customer Loyalty
Customers that enjoy a positive experience with your business are more likely to return. People, after all, like to invest their money in something they believe worthwhile. Paying attention to how you handle client inquiries and concerns is critical. The way you respond to negative comments also has a significant impact on your brand’s reputation. Make sure you reply quickly and effectively to client complaints. You’re more likely to build loyalty and confidence with good customer experience reviews. In today’s world we’re all connected and everyone talks, it’s important to minimize bad experiences and if a mistake is made, correct it. Offer them something like a free return or a discount on their next order.
- Satisfied Customers Become Promoters of Your Company’s Brand
A fantastic customer experience can lead to a favorable review, attracting additional customers, and the cycle continues. You want to establish a network of brand champions and superior customer experience can help you achieve this goal.
- It Builds A Long-Term Relationship with Your Clients
Competition and saturation are only increasing in the global marketplace. The commercial space is swamped with loud strong messaging, and captivating graphics. One way to gain the trust of your customers is to create a relationship with them. It’s easier to create trust when you give people exactly what they want – a personalized experience that causes them to feel special and vital to your brand. You can also decide to offer personalized offers to loyal customers who have a previous experience with your brand to improve your relationship with them.
- Reduction in the Cost of Running Business
Businesses can save money on marketing and advertising costs by providing a positive customer experience. Having to attract new customers is more expensive than keeping the existing ones. Existing customers are already familiar with your brand, so you won’t have to spend a lot of time explaining who you are and what you do. Positive customer reviews and referrals are also powerful forms of advertising. It has been said that customer reviews are more trustworthy and credible than any form of advertising.
- It Gives a Competitive Advantage
Good customer experience adds a value that can’t be calculated. Businesses can differentiate themselves from their competitors with a customer service team that goes above and beyond. Customers with a positive experience are more likely to see value in the product and company.
- Suggestion “Boxes”
A suggestion “box” can be a place on your social media or website that allows your clients to make a recommendation. This could be an improvement in the packaging, instructions, label, or the product/service itself. It also gives your customers the avenue of submitting a bad experience privately so you can resolve it without the publicity. We have seen great success in adding these as an option on websites, people appreciate being heard and a part of something. Keep in mind – even if it is a bad recommendation thank them for their thoughtfulness and taking the time to submit. Appreciating your customers is important when building a loyal community and customer base.
Final Take Away
A good customer experience is vital when it comes to building a loyal community. If you take care of your customers, they will take care of you. A good experience could lead to multiple orders – in today’s society we’re all connected and can share information in seconds with social media, it’s more important now than ever to take care of your customers. If you’re a small business and don’t have the funds for a 24/7 call center list your office hours and implement a messenger style chat where people can leave messages after hours, address these concerns within 24-48 hours. Finally, the addition of a suggestion box gives your customers the feeling of “oneness” and can significantly contribute to the success of your community building strategy. Remember, one good TikTok, Youtube, Facebok, Instagram review sharing a great customer experience can lead to a multitude of orders. Take care of your customers!
