Many confuse the terms customer service and customer experience. Although customer service is a part of customer experience. CX very much covers everything from the customer’s experience before entering a store to after sales care and follow up.
Customer experience can be described as the impression that you leave with a customer. This impression influences how customers think about your brand, your product or service. This experience is generated by the customer journey.
Within the customer journey, there are two touchpoints that have the biggest impact on the customer experience, the people and the product.
If a product has outstanding features and staff offer excellent service, customers will have a lasting impression of positivity towards the brand. It is important that there are measures in place to capture customer feedback.
Customers will feel even more valued if you reach out to thank them or help to rectify an issue. That is were we come on.
TellUsFirst can help capture customer feedback with no hardware investment necessary. Our software allows an organisation to put in place measures at specific consumer touch points to capture feedback.
A positive customer experience is important because it will allow for sustained growth. Word of mouth marketing is very much underestimated, especially in a country like Ireland where everybody knows everybody. What is more important than word of mouth marketing is intercepting customers and attempting to find out just what they think about your business before they tell others.
It is also important to identify the reasons behind a customer not returning or becoming a loyal customer. By engaging in customer feedback methods, customer churn is reduced.
Customer experience management can be a daunting process, but once you identify an access route into the minds of your consumers, you can clearly map out how to adapt a customer journey that is constantly evolving and adding value for the customer.
It may also lead to adding and improving efficiencies within the organisation as sales and marketing departments will have a much better insight into what works and what doesn’t when it comes to pleasing the customer.
Customers respond better to relationships and personal interactions rather than generic advertisements or promotion. By examining the customer experience, sales support and customer experience management staff can communicate and make a customer feel valued.
Brand loyalty is not something that is easily earned in today’s market. Companies need to identify what is working for them in order to increase their base of loyal customers.