How to deliver an excellent customer experience?
In today’s competitive market, a great product and marketing strategy may not be enough to attract new customers. In both the B2C and B2B sectors, customers’ expectations are increasing, and every brand should take that into consideration. In the following text, we will give tips on providing an outstanding customer experience that you can apply right away!
What is the customer experience?
Hubspot defines customer experience (CX) as the impression you leave with your customer, resulting in how they think of your brand, across every stage of the customer journey. Multiple touchpoints factor into the customer experience and these touchpoints occur on a cross-functional basis. The main factors that influence positive customer experience are:
- a fast loading website
- the quality of service in a brick and mortar store
- valuable content on the company’s blog
- personalized e-mails
- accurate ads displayed on social media
- immediate answers to questions
- fast delivery
- packaging
These are just some examples, but in fact everything you do has an impact on the overall customer experience.
Why does customer experience matter?
86% of buyers are willing to pay more for a great customer experience. A positive customer experience can bring your company a lot of profits. For the most part, happy customers are more willing to return, whilst finding new customers is more expensive than retaining existing ones. Additionally, delighted customers can be the best brand promoters; once they share their impressions of your brand, it can be social proof for potential customers that your company is trustworthy. An excellent customer experience can be your biggest competitive advantage because that is what matters at the end of the day.
