In fact, customer experience is now indispensable to successfully compete in the market and maintain customer satisfaction . According to Zendesk’s CX Trends 2023 Report , 70% of consumers spend more on companies that offer seamless, personalized, and hassle-free customer experiences .
Given this reality, the same study showed that 81% of business leaders see customer experience and support as growing priorities over the next year.
If you want customer experience to great britain email list be a relevant part of your strategies in 2023, keep reading. In this article you will learn:
Customer Experience (CX) refers to the way a customer perceives their interaction with a company.
Another definition of customer experience is the impression your brand leaves on a customer after each interaction. This encompasses all touchpoints, such as activity on your website, adoption of your product or service, conversations with your support teams, and even ads they see on social media.
A customer experience can happen in a variety of ways—both in-person and virtually, and at every stage of the shopping process. For example, when a shopper:
The goal of customer experience is to meet consumer needs and exceed their expectations with the products and services you sell, as well as the experience you provide.
An excellent customer experience is also capable of anticipating objections and preparing persuasive arguments that demonstrate that your brand is the best option on the market.
We recommend you read: How to anticipate customer needs in 5 steps .
What is Customer Experience Management (CXM)?
Customer Experience Management is the term used to refer to the process by which a company manages and organizes each and every interaction between a customer and a brand throughout the purchasing process.
Many companies set up a multidisciplinary team to carry out customer experience management, rather than leaving it solely in the hands of customer service.
Developing a CX plan that works requires people focused on optimizing the customer experience. Successful management requires strategy, updating, and constant effort.
To follow the progress in this area, we recommend reading the report: How CX leaders in small and medium-sized companies who improve their performance are driving business success.
What is the difference between customer experience and customer service?
Customer service is defined as the assistance your company provides to people who have questions or encounter problems with your products or services. Customer experience , on the other hand, is the overall perception of a brand as a result of end-to-end interactions throughout the purchasing journey — and that includes the experience with your customer service.
Customer service is reactive – it only comes into play when a dissatisfied (or solution-seeking) customer contacts your company. Customer experience, in turn, is proactive – the company can take steps to optimize the customer journey before the customer becomes dissatisfied.
You may be interested in reading: How to resolve customer issues without causing additional problems .
Why is customer experience important?
An exceptional customer experience leads to building long-term relationships with your customers. This includes loyalty actions such as positive online feedback and public recommendations.
A successful CX strategy will improve overall customer satisfaction, reduce customer churn, and increase your ability to cross-sell – that is, make additional sales by offering other products or services in addition to the one they are looking for.
CX has proven to be a key business strategy that can help you reduce your cost of acquisition ( CAC ) and cost of serving a customer by getting to know your user better and serving their wants and needs efficiently.
Deepen your knowledge on the topic: What is the importance of customer experience?
How to create a good customer experience?
Improving customer experience services requires concrete measures so that you stand out in every interaction and measure the results accurately. You should consider the following key factors when designing a customer experience management strategy :
1. Know your customers
Be clear about what customers are looking for from your product or service. Analyze how they currently use it, what they want from it, and create a profile of your potential buyers.
Check out this article: How to Capture Potential Leads with 4 Golden Tips .
2. Offers fast and simple support
It's important to provide your customers with the information they need through their preferred communication channels and ensure your team is responsive. This is key to achieving the goal of a successful customer experience, especially if your customers have urgent queries.
Read also: Agility in Latin America demonstrates its power in customer experience .
3. Offer omnichannel support
An omnichannel system allows your customers to interact with your brand from any channel and receive support without interruptions or loss of information. Work to eliminate tools and workflows that are not synchronized in favor of a unified approach.
