Customer Experience 101 with Skypoynt

Tom Pritchard

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Customer Experience 101 with Skypoynt

Brand Development | Customer Experience | Customer Service | Online marketing | Online Presence | Service

It’s no secret...the web savvy customer today is looking for a mix of price and quality, somewhere in the middle of these two things comes the experience
that your customer has with you.

The quality of your customer’s experience is key to customer retention and positive word of mouth. A lack of focus on customer experience can leave the
customer feeling, consciously or subconsciously short changed.

What is customer experience?

To describe it accurately:

Customer experience (CX) is the product of an interaction between an organization and a customer over the duration of their relationship. This interaction includes a customer's attraction, awareness, discovery, cultivation, advocacy, purchase and use of a service.

One quote that really puts into perspective customer experience is:

“The customer’s perspective is your reality.” - Kate Zabriskie -Learning and Development Industry Leader

How do we influence customer experience around our own brand? The key is in knowing what to measure, we have taken these three metrics that will guide
on your patch to a strong customer experience.

  1. Response Times - This can be really obvious, how quickly can a customer get in touch when they need to, but actually, looking a little deeper this
    could be a measure of how quickly they can get the information from your work that they need. For example if your company has a website, what uptime/speed
    of load/ease of navigation analytical ability do you have to say that customers get what they need in a timely manner?
  2. Customer Satisfaction - Do you have a trigger on your website or emails to generate customer satisfaction commentary about your brand? You won’t know
    how well or badly you are doing until you ask.
  3. The Customer Journey - It can be a real eye opener to put yourself in the customer’s shoes and try to buy your own product. Map out the steps that
    it takes to get from interest to purchase so you understand how difficult or easy it is for people to do business with you.

If you can understand a subject, you can influence it, the above metrics have the potential to be able to turn your company from a non customer focused
business into a customer centric business.

Research shows that it can increase customer retention rates by 60% and customer happiness rates, across the board have increased by over 50%. It makes
sense to invest in your customer experience processes, within every interaction you have with the customer.

Talk to us

Book a call with us to leverage digital efficiency and growth, for optimal customer experience in your business.