Companies that create exceptional customer experiences can set themselves apart from their competitors.
See the interaction through your customer’s eyes.
What is customer experience.
Customer experience is the impression your customers have of your business as a whole throughout all aspects of their contact with you. It results in their view of your business and impacts factors related to your bottom line including revenue.
Are you blown away by the ease and performance of a website? This is one factor that is at play when creating a great customer experience.
What do your customers want?
Many companies understand that they are in the customer-experience business, and they understand that how an organisation delivers for customers is beginning to be as important as what it delivers.
Customers expect from all businesses the same kind of immediacy, personalisation, and convenience that they receive from leading practitioners such as Apple, Amazon, Netflix and Nike.
Why you shouldn't ignore it.
A positive customer experience is crucial to the success of your business because a happy customer is one who is more likely to become a loyal customer who can help you boost revenue. The best marketing money can buy is the customer who will promote your business for you — one who's loyal to your company, promotes your business through word-of-mouth marketing, and advocates for your business and product or service.
Hesitation to change creates real risks for any business
The thought of starting a customer-experience transformation project in your business might make you anxious. But think of some of the most famous businesses that failed to adapt to change in consumer behaviours and harness new ways to do business. I’m talking about Kodak, Toys-R-Us, Arcadia and Blockbuster Video who all pretty much disappeared because they resisted change. Change was happening.
Hesitation to change creates real risks for any business faced with new consumer behaviours and expectations brought about by COVID-19. These step changes are forcing businesses to change how they connect and serve their customers.
Businesses that do not adjust to the new normal will quickly be left behind. History clearly shows the value of investing in customer experience. In the last economic recession, companies that prioritised customer experience realised three times the shareholder returns compared to the companies that did not.
So, what could this mean to your business. Well, It might be that your digital channels need a redesign or you need some system integration in your back office to make you more efficient. You might need a better CRM platform so you can automate customer marketing or it could be that you need smarter analytics to help you make better decisions.
The good news is, no matter what your business needs to improve customer experience, we can help you to deliver a better future and create competitive advantage.
Don't wait, because today customers have the power, not the sellers. The time for action is now.