Undoubtedly customer experience has become the most demanded asset for a developing business. Even reports from Harvard Business Review say that companies who have successful customer experience strategy achieve higher customer satisfaction rates and increased revenues.
Customer experience is generally known as the overall interaction that happens between customers and organization during their entire relationship. Customer experience can be thought of as an integral part of customer relationship management as if the customer has an excellent experience with the business, he/she is more likely to become a repeat or loyal customer and trust me these loyal customers are the best promoters you have.
How customer service differs from customer experience?
Customer service is what that forms the basis of customer experience. Earlier customers mainly interact with a business either by visiting the store or over a phone call but thanks to technology today we have a wide opening for customers to communicate with businesses. So here company’s responsibility lies in delivering excellent customer services across all the platforms that includes customers social networks also and provide great customer experience.
In today’s market place, it is not about person to person interaction but now companies have so many ways via which they can curate a flawless smooth customer experience. Such as today most of the websites offer social login functionality instead of traditional email registration so that visitors don’t waste their valuable time in filling those long forms. Moreover, companies also employing Single Sign On that gives their customers a single set of credential to gain access of all their web properties for which they are authorized. So you can see how the things have been revolutionized.
How important is customer experience?
Well it is widely accepted that a business can not exist without its customers. And that’s the only reason why companies are so much focused on “how to win new customers” or mostly “how to retain existing customers”?
While delivering customer experience has become the top most objective of businesses, still most of the businesses are falling out of the scale. May be there is some lack of resources. For businesses there are some CRM softwares that let you know the complete purchase history of customers and give you opportunities to predict the future customer needs even before they know it. The ability to predict future requirements shows that you are proactive and attentive plus it also means that you can do things like:
- Provide related products related on their purchase history.
- Create targeted email marketing campaigns.
- Can understand the 360 degree view of customers.
There is no doubt in saying that customer expectations are rising exponentially and faster than the speed that companies can improve their customer experience. Customers want their every interaction with the company as the best experience they have with any company. So have a strong foot in this lane of pleasing your visitors and see where your revenues uplifts.