Why should customer experience be the most important thing for your company today?
Today, it's no surprise to anyone that customers have more power than ever in their purchasing decisions. While it used to be the insight and insistence of salespeople that influenced whether or not a person bought a product or service, those times are long gone.
Why did this happen? Customers now have a wealth of options to choose from, as well as the resources to educate themselves and research more about the products and services they are most interested in to make better purchasing decisions.
That is why it is so important that as a company you provide them with an exceptional customer experience that exceeds their expectations. This, with the objective that you continue to position yourself as their favorite brand and that they recommend you.
Reasons to provide a good customer experience
Achieving customer satisfaction can help drive long-term loyalty and revenue. And in times when the voice of the customer resonates louder and louder, investing time and effort becomes indispensable.
To understand the importance of customer experience, here are five reasons you should consider empowering your customers.
1. Customer satisfaction is more important now than ever before.
According to HubSpot, 90% of consumers use customer service as a factor in deciding whether or not to do business with a company or brand.
Customer experience is key to exceeding your customers' expectations. Therefore, brands must be accurate, reliable and deliver the service they guarantee. This opportunity lies in the ability to deliver what you promise and surprise your customer with additional attention and support.
One satisfied customer attracts 2 more customers, but one dissatisfied customer takes up to 8 customers away from you. Therefore, your main goal should be to create a consistent customer experience across all touch points to exceed your own standards.
By continuously tracking the customer journey, you can ensure that the promise you have made to deliver the ultimate customer experience is fulfilled and that you are delivering superior service.
Did you know that retaining your customers is cheaper for your company? Find out why in this blog:
2. Increase in the number of loyal customers
Creating an exceptional customer experience really impresses consumers and ensures that they feel comfortable and at ease with your services and stay for much longer.
Remember that acquiring a customer costs 7 times more than keeping an existing one. Therefore, the best option is to put more effort into creating better relationships and connections with customers so they don't need to go elsewhere.
This is why it is so vital to attend to customers when they have comments or complaints about the service. In the event of receiving negative comments, the best thing to do is always to respond politely and try to provide an immediate solution.
3. Create a community of brand advocates
Who doesn't like to know that they have loyal people who will defend your brand in various situations? But in addition to this, they trust you so much that they would recommend you to their close circle: family, friends and colleagues.
Consumers trust advertising less and less and prefer to rely on third-party validation to make their purchasing decisions. Therefore, getting your customers to become brand advocates will be one of the best strategies you could undertake.
How to improve my company's customer experience?
The best thing to do is to approach a consulting firm that specializes in strengthening the customer experience in companies from different sectors and industries.
At Nuvalia we can help your marketing, sales and service departments implement the most innovative technology and software to boost your results and differentiate yourself from your competitors.
Want to know how? Get in touch!