Customer experience has become a top priority for companies and 2022 is no different. Customers no longer base their loyalty on price or product. Instead, they base their loyalty on the experience they receive.
Cross-device purchase across many different channels has made it difficult for companies to maintain consistency. And when physical and digital merge the point of efficient interaction revolves around simplicity, clarity, and relevance. Customers don’t want to be sold to. They want to be engaged at the right time and they want the option that will solve their problem with min effort for them.
Customer frustration only leads to churn. In most cases, they will not tell you they’re unhappy. Research shows that only 1 in 26 unhappy customers complains, so the absence of feedback is not a sign of satisfaction
👓 Put yourself in the customer's shoes and use your data to learn what needs to improve.
👓 Use customer feedback not as criticism but rather as guidelines for improvement – it's gold.
👓 Get to know your customer and invest in building a relationship with them, across the customer journey.
👓 Utilize technology to build on the customer knowledge and their preferences, to be considered and relevant.
👓 Be available and make it easy for the customer to step in touch with you.
A good customer experience means your customers will spend more, be more loyal and share their experience with friends. Start small but in a meaningful way to improve your customer experience, and make it simple and easy for the customer.