It is imperative in this fast changing environment to deliver a WOW experience to your Customers. As much this is important to us as a Technology Service Provider, it is as important and critical for our Customers to deliver a WOW experience to their customers and hence it becomes critical that the digital transformation should be undertaken in a way that uplifts the customer’s journey and brings an ease of getting things done.
The improvement of the customer experience involves the recognition that customers form their opinions of companies based on all their interactions with the company and brand. It’s logical to understand that a customer’s overall perception of their experience is vital to their view of the company. Although some parts of the customer experience may have a greater impact, every aspect holds the potential to negatively affect the customer’s overall experience.
Customer Experience (CX) encompasses all the interactions and experiences that your customers have with your business throughout their journey, starting from the initial point of contact to the point of becoming a satisfied and loyal customer. It is a crucial aspect of customer relationship management (CRM) because it has a significant impact on a customer’s likelihood of becoming a repeat and loyal customer. According to a global customer experience study conducted by Oracle, 74% of senior executives believe that customer experience affects a customer’s willingness to become an advocate. To retain customer loyalty, investing in their experience is a must.
Enhancing the Customer Experience involves examining each stage of the customer journey to find ways to improve the experience at every interaction point. It is also critical to assess the transitions between these touchpoints.
Although enhancing the customer experience is a comprehensive and continuous effort, taking a bird’s-eye view of the experience can lead to immediate, significant results. Try taking a quick 15-minute customer experience enhancement exercise to gain a broad perspective.
The success of a business depends on its customers, which is why companies are putting significant effort into acquiring new customers and retaining existing ones. According to a survey conducted by Bloomberg Businessweek, delivering a top-notch customer experience has become a top priority for companies.
Another survey by Customer Management IQ found that 75% of customer experience executives and leaders consider customer experience to be of the utmost importance, rated a “5” on a scale of 1 to 5. However, the challenge is that despite its high priority, many companies struggle to meet customer expectations and deliver an exceptional experience. With customers becoming more demanding, the gap between their expectations and the actual customer experience offered by companies is widening. Customers expect every interaction with a company to be seamless and exceptional, not just with your company.