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Why Is Customer Experience
Important For Your Business?
A positive customer experience not only results in making your customer happy, but it can also lead to additional revenue. The best marketing money can buy is a customer who will promote your business — because they’ll refer their friends and associates to you, free of charge.
Thinking about customer experience will have a profound impact on how you look at your business as a whole. Creating and obsessing over a great customer experience is so important. And if the customer experience you’ve created is not great, we can help.
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The Advantage Of Great Customer Experience
Innovative companies are trying to build long-term relationship with their customers. Customers are willing to pay more for the same products and services if they feel companies are providing extra value through interactions. And companies that provide the extra value are rewarded with long-term loyalty.
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How Is Your Customer Service Performing?
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Best Practices for Great Customer Experience
The largest hurdle to customer experience is not knowing customers well enough to deliver relevant offers and personalised experiences. Gaining a complete, individual view of customers is key, and that means that your customer data cannot be in silos or in other systems.
Help customers interact with you in new ways. Experiential marketing involves feelings, senses, thoughts, actions and relations. Experiences that are holistic include people’s lives and conversations and get them talking about you and your products in a positive way.
Be disciplined with customer experience improvement. Improve small things but keeping an eye out for big improvements. Customer expectations are constantly rising. Businesses need to keep innovating and improving their service, or risk being left behind.
Get all stakeholders involved and onboard with customer experience improvement. You need to drive internal changes and align all internal stakeholders around delivering a positive customer experience.
Align business and brand strategy with customer experience. You need to relate brand promise to what employees do and what customers experience day-to-day. Brands need to tell a coherent and authentic story; and customer experience needs to adhere to that brand story, consistently across all touch points.
The best way to capture customer feedback is right after you deliver it. Consider post-interaction surveys that can be delivered in real-time through CRM via emails or phone calls.
The quickest path to a better customer experience is engagement. You need to create customer interactions that produce engagement. Ask questions to start conversations, take quick polls, ask for feedback, and comment on blogs, chats, and forums.
Do You Want to Deliver Great Customer Experience?
Our team consists of a select group of CX professionals, who have been involved in CX for a number of years.
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A Better Customer Experience Means Better Business
Turn angry customers into loyal advocates, get more people to recommend you, boost customer satisfaction by satisfying your employees, focus on profitable customers–whether they’re loyal or not, invest in CRM for your business, and increase your customers’ lifetime value.
