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