Don’t Waste Time! 5 Facts Until You Reach Your Customer Experience

If you want to deliver the best customer experience or best customer engagement, you need to make brands that people trust. The problem is, building trust takes time and customers are impatient. There are studies that show we expect an instant response to a text message or email. We want on-demand access to everything. So what do we do? We can’t stop time and make it move faster, but we can focus on understanding customers’ needs better and developing services to meet their expectations.

Good customer experience can be defined as how well your firm/company meets the needs of your customers, both before and after a purchase.

• Customers care more than ever about the customer experience. In fact, 91 percent of consumers say they’re willing to spend more with brands they perceive as being more socially responsible and ethical.
• Seventy-four percent of consumers say that poor experiences led them to stop doing business with a company, while 68 percent said that great experiences made them come back for more.
• The average American spends 13 hours per week on mobile devices and apps, so customers expect you to be available when they need you — 24/7!

How Much Time Will You Spend Coping With Customer Complaints?

To keep your overall costs down, you want to minimize the amount of time spent dealing with the voice of the customer complaints. Not only will this reduce your operational costs, but it can also help improve the quality of service that you provide.

In order to do so, however, it’s important to understand how much time your organization spends dealing with VOC complaints compared to other companies in similar industries. You may be surprised at just how much time is being wasted on these tasks!

Are you Building Your Customer Experience For The Customer Or For Yourself?

Customer experience is about the customer. You see, it’s not about you.

It can be easy to get caught up in thinking about how your business will benefit from a great customer experience, but you don’t want to lose sight of the fact that your best customers are the ones who are happy to do business with you, and they won’t hesitate to tell everyone they know if their experience isn’t a positive one. So what does this mean for your firm/company? It means thinking less about how many sales or leads you can get out of each interaction with customers—and more about what those interactions will look like when they come through the door.

What Will Your Customers Be Thinking About?

In short, your customer voice is going to be thinking about how they feel about your brand, their experience with you, and the interaction they had.

And that’s where the customer experience comes in. Building a positive customer experience will help your customers feel good about themselves and make them want to come back again.

What Does Your Customer Really Want?

Customers want to feel valued and appreciated. They want to feel like they are being heard, that you’re taking the time to listen and understand their needs. They want to know that you’re going above and beyond in order to help them out, even if it’s not necessarily something that has been requested or expected of your business.

They also want to know they can trust your brand and business with their personal information — which means that having a strong privacy policy is important (and something we discuss further below).

How do Your Customers Want To Feel About Their Experience With You?

You want customers to feel valued, understood, respected, and appreciated during their interaction with your brand. But before you can do that, you need to know what your customers want from an experience with you.

A customer experience isn’t just about the product or service being delivered—it’s how that product or service is delivered that matters most. In fact, according to research from Bain & Company (2017), “75% of consumers say they would pay more for a better customer experience.”

So what does this mean? It means that if you’re not creating experiences that delight your customers and make them feel heard then someone else will gladly take their business elsewhere. That’s why it’s important for businesses to focus on creating experiences worth talking about (and sharing).

Final Words

So there you have it: five facts you should know before embarking on a customer experience journey. We’re in an age where the customer is king (or queen) and, as such, we need to do everything we can to make them happy. From listening to their needs and wishes to making sure that our approach is consistent across all channels, these are just some of the things we should be considered when setting out on a new project.