Danny has been a regular visitor to the coffee shop located just a mile away from his home. There would hardly be any weekend when he would think twice before visiting this shop. But not anymore! The service staff of the shop has turned lazy and is never ready to lend an ear for any requests or orders to be placed by the customers.
Many other customers like Danny have now stopped visiting their once ‘most loved’ coffee shop. Do you know why? Of course, terrible service and apathetic staff!
In this technologically-advanced world, it is still the same good old time when the customer used to rule the world. Whatever they said was considered to be the final verdict. Therefore, companies who continue to focus on improving customer experience continue to thrive in this highly competitive market.
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An investment made to deliver an improved customer experience and generating better revenue go hand-in-hand. Therefore, the companies need to understand the need for delivering a better customer experience and the ways in which it can benefit their company. While a customer who has had a good experience with your company might help you in generating better sales, a person with a bad experience can spoil your brand reputation in no time.
There are a number of other reasons for which you must invest more in improving customer experience such as:
1. Better Growth
According to a research from Salesforce, around 75 percent of people expect to have a consistent experience with the brands, be it through social media, mobile, or even in person. Therefore, focusing on delivering an improved customer experience begins by maintaining steady communication with the customers.
Let your customers know that you care about them by offering them products and services they would love to receive. Subsequently, when customers feel happy and satisfied with your services, it gets easier for the business to attain lucrative growth and success.
2. Improved Customer Relationships
Delivering an optimum customer experience is not just about improving the business’s growth and development. It is also helpful in strengthening customer relationships with a brand. Several studies conducted in the past have proved that focusing on delivering enhanced customer experience is helpful in improving the customer’s loyalty towards the brand.
A customer who is treated well by a brand is less likely to switch over to its competitor. This, in turn, helps a brand to retain its customer for a longer period of time and nullify the business’s probability of losing a valuable client. Certainly, a customer who stays with a brand for a long period of time is sure to be treated as the company’s valuable asset that is kept with much more love and care than all.
3. Positive Word-of-Mouth Marketing
A good customer experience inspires a positive word-of-mouth marketing of your products and services. This is because a happy customer who is satisfied with your services is very likely to share positive feedback with his/her friends. Sometimes, he/she would even instigate them to give your products and services a try. This, in marketing terminology, is known as word-of-mouth marketing.
In case a customer has had a bad experience with your services or was ill-treated by your staff, he/she is very likely to cost you more. This cost can be in terms of losing a loyal customer and sharing of negative feedback or bad experience with other potential customers, which, in turn, may lead to a stunted growth for the company.
4. Improved Branding
Delivering exceptional customer service is a tool to implement innovation in your marketing strategy. This is because a customer who has had a positive experience with your brand is very likely to become your loyal customer and even share feedback about your services with you regularly.
The feedback and suggestions that are received from your customers can, then, be used to improve your services, enhance your customer experience as well as implement newer ways to improve your product’s branding as a whole.
5. Easier to Set New Goals
Implementing strategies that help in improving customer experience play an important role to determine the next set of goals and targets to be attained. This is because an improved customer experience is an indicator of the company’s growth and development, which, in turn, indicates the need for determining new targets and goals.
Sticking to the same set of goals cannot lead a business to attain new heights of success. It is, therefore, important for every business to set new goals and targets every time it attains a certain level of success and gets a bit closer towards its aim.
6. Empowered Employees
Investing in customer experience tends to have a positive impact on your employees. Delivering an improved customer experience implies that your employees too will have a happy customer base to deal with. This, in turn, will give them an opportunity to focus more on enhancing customer experience and also on improving the overall brand reputation.
7. Lower Customer Churn Rate
No matter how busy you might be in optimizing the product’s quality and delivery, it is always important to keep your customer experience as a top priority. A single incident of a bad experience can lead to outcomes that may harm your overall business growth and success.
For instance, a customer who has had a bad experience at your restaurant may never return to your food joint and even top his/her friends and colleagues from paying you a visit. This, in turn, may up your customer churn rate and lower the customer loyalty rate.
It is important for every organization to remember that customer can either make or break them. Therefore, it is essential for them to continue focusing on improving the customer experience and implement newer ways that can help boost their satisfaction level with the brand. After all, a company that identifies and understands the value of its customers is sure to win many hearts and attain success in the near future.