Skip to main content

Customer Experience

By Alaa Aly
Customer Experience

 

Customer Experience

what's Customer Experience?

there is a different definition for Customer Experience also known as CX but at all, the Customer Experience describes the interactions and experience of the customers with your business through the customer journey, from the first point when the customer contacts you till he became a loyal customer.

 CX is an integral part of Customer Relationship Management CRM why this is most important, Because the positive experience that customer takes when dealing with your business, that's what may make him a loyal customer.

A few statistics about customer experience

  • 1.       Customer experience is set to be the number one brand differentiator in 2020 (and beyond)
  • 2.       1 in 3 customers will leave a brand they love after just one bad experience,
  • 3.       Customers are willing to pay a price premium of up to 13% (and as high as 18%) for luxury and indulgence services, simply by receiving a great customer experience,
  • 4.       49% of buyers have made impulse purchases after receiving a more personalized customer experience.
  • 5.       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.

source: https://www.superoffice.com/blog/personalization/

What's the difference between customer experience (cx) and customer service?

as we defined the customer experience above, it's the first time your client contacts your business, it will be in touch with an employee or someone representative which will make the first impression, on the other side the customer service is only one aspect of the entire customer experience.

Importance of Customer Experience (cx)?

No customer. No Business

A business cannot exist without its customers, and this is why companies are focusing on making their customer's loyal customers.

a survey by Bloomberg Businessweek found that “delivering a great customer experience” has become a top strategic objective.

Impact of bad customer experiences?

More than $62 billion is lost each year to bad customer service. Meanwhile, another study found 91% of unhappy customers leave a brand without complaining.

what makes bad customer experiences with your company?

1.       Difficult purchasing processes, and delivery issues

2.       Negative experiences with customer support

3.       Compromising a customer’s personal security

4.       Waiting too long on hold

5.       Ignoring customer feedback

Ways to improve the customer experience: -

let's start on how to create a great customer experience strategy to deliver help and improve your customer satisfaction for your company.

  • ·         you should create a clear customer experience vision
·         know and understand your customers and where they came from
·         take and know the feedback from your customers in real-time
·         increasing the skills of your team and developing it will reflect on the customer experience, the create a great customer satisfaction
·         measure the ROI (Rate of investment) from delivering a great customer experience

Customer Effort Score (CES)

Customer Effort Score measures the experience with a product or service in terms of how ‘difficult’ or ‘easy’ it is for your customers to complete an action.

Read more on Customer experiences and satisfaction

https://www.hotjar.com/blog/customer-effort-score/

https://www.hotjar.com/customer-experience/

https://blog.hubspot.com/service/what-is-customer-experience

you can read a full article on Wikipedia 

Labels:

Popular posts from this blog

Multi-Location Businesses: Stop Managing Google Listings Manually

By Alaa Aly
  Managing dozens—or hundreds—of Google Business Profiles across different regions is complex. From changing store hours to updating holiday information, manual updates are time-consuming and prone to errors. Phonic Maps automates the entire process, so you can push updates to all locations with a single click. Key points: Avoid human error across multiple listings Save time for your internal teams Push updates to Google at scale Prevent duplicate or suspended listings CTA: Managing more than 10 locations? Book a demo
Post a Comment
Read more

The Importance of Digital Location Management in Saudi Arabia

By Alaa Aly
  As Saudi Arabia accelerates its journey toward a digitally driven economy under Vision 2030 , businesses are being challenged to modernize how they connect with customers. With more than 95% internet penetration and one of the highest smartphone adoption rates in the world , Saudi consumers increasingly rely on digital maps, search engines, and social media to find, evaluate, and visit businesses. In this environment, Digital Location Management (DLM) has become a crucial tool for companies that want to stay competitive, attract new customers, and expand strategically across the Kingdom. What Is Digital Location Management? Digital Location Management is the process of controlling how your business locations appear and perform across online platforms like Google Maps, Apple Maps, Snapchat Maps, Instagram, Facebook, and local Saudi directories such as Haraj or Jahez marketplaces . It involves ensuring that: Business name, address, and phone number (NAP) are accurate and ...
Post a Comment
Read more

Ways To Drive Customer Engagement & Build Better Online Presence And Tools

By Alaa Aly
 Ways To Drive Customer Engagement & Build Better Online Presence And Tools Now that global consumers may buy practically anything they want on any device they choose, providing exceptional eCommerce customer interaction is beneficial to business and necessary for customer retention. Consumers' expectations for greater CX continue to climb as they rely more on online buying, which is why eCommerce customer engagement is crucial today. Customer experience is critical to 73 % of all people when making purchasing decisions. How to Increase customer retention? A good e-commerce customer service experience can keep up to 84 percent of customers from leaving because they need to return a product. Additionally, engaging emotionally with clients has a four-fold impact on customer lifetime value compared to not having that personal touch. Make brand advocates. Customers that are emotionally invested in your brand are more likely to share their positive experiences on social media and ...
Post a Comment
Read more