Managing Your Customer’s Experience

Why is Customer Experience so important you ask?

Research by American Express found that 86% of customers are willing to pay more for a better experience.

So essentially, if you want to increase your revenue and grow your business, you need to focus on the experience you are providing your customers at every touchpoint.

Customer experience (also known as CX) is defined by the interactions and experiences your customer has with your business throughout the entire customer journey, from the first contact to becoming a happy, loyal customer.

CX is an integral part of customer relationship management and it’s important because a customer who has a positive experience with a business is more likely to become a repeat, loyal customer and to refer you to others. If you want your customers to stay loyal, you have to invest in their experience!

Customer experience impacts every area of your business, or more specifically, every area of your business is experienced by the customer which impacts their overall feelings towards doing business with your brand. This encompasses everything from the first time a customer encounters your business on Google or social media to how the sales process is handled and the service they get afterward.

The happier a customer is with their experience, the longer they will continue to do business with you. If you treat your customers poorly or ignore their emails and reviews, then they are more likely to stop doing business with you. This is why companies that deliver a superior customer experience outperform their competitors. In many industries, simply reviewing your end to end customer touchpoints and regularly adapting your processes (based on internal and external feedback) will allow you to rise well above your competitors.

Here are a few interesting statistics to reiterate why CX is so important:

• Customer experience is set to be the number one brand differentiator in 2021 and beyond
• 1 in 3 customers will leave a brand they love after just one bad experience
• Customers are willing to pay a price premium of 13-18% for luxury and indulgence services, provided they receive a great customer experience
• 49% of buyers have made impulse purchases after receiving a more personalized customer experience
• Customers that rate companies with a high customer experience score (i.e. 10/10) spend 140% more and remain loyal for up to 6 years

Essentially, if you want to grow and dominate your industry, focus on the experience you are offering your customers.

• Make sure your customers can easily find and connect with your business.
• Make your sales and service processes as seamless as possible.
• Meet your customers where they want to do business with you.
• Implement change slowly enough to give customers time to adapt.
• Always, always follow-up and keep in touch
• Provide excellent customer service
• Ask for referrals
• And lastly,  be sure to ask your customers back to do business with you as often as makes sense based on what you offer.

In today’s fast-paced digital sales environment, there are many ways your business can provide users with the experience required to make a seamless introduction, purchase and follow-up afterward. Spend the time investing in marketing, resources and people that will give your customers the best experience possible – the data shows that it’s clearly worth it!

If you could use some support enabling an amazing customer experience, Digital Monk has got you covered. We can offer practical advice and support you through executing various online and offline practices that will wow your customers and improve your bottom line. Reach out today!