Customer experience has rapidly become a top priority for businesses. In 2014, a Gartner study predicted that by 2019, more than 50% of organisations will invest more money into customer experience.
Customers no longer base their loyalty on reasonable prices or product quality. Instead, they remain loyal to companies due to the experience and service they receive. Missing out on providing a great customer experience may put your business at risk.
How do you go about giving your customer’s the best experience with your products and services? First, you must understand the true meaning of customer experience.
Customer experience is just what its name suggests. It can be defined as the way your customer has experienced the goods and services offered by your business. Were they happy with your product? Did it give them the results they were seeking? These factors, along with many others, are very important to a customer’s experience.
In short, it is how a customer perceives your brand. It is more than just customer service, which is handled by a specialised team of individuals who deal with customer complaints. In contrast, everyone in the organisation is responsible for guaranteeing a good customer experience.
Customer service is reactive. But customer experience is proactive. As a business, you can take action to prevent dissatisfied customers before they even become customers. This is essential to building long-term customer relationships and loyalty.
There are many ways that poor experience can lead to a loss of customers:
It’s important to provide a positive customer experience. How can you achieve this you ask? The first step is to ensure that you have a team of passionate, caring people. It’s nearly impossible to provide good customer experience with apathetic employees who don’t really care about your customers and their satisfaction.
Below are other ways to boost customer experience:
Do you want to deliver a great customer experience? Give us a chance. At Windsor Telecom, we specialise in offering personalised customer experience solutions to businesses through our call answering service, call handling technology and business telephone systems. We believe that improving customer experience involves being responsive and answering calls the first time, every time.