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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 

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