Customer Experience Matters - Acquiring & Retaining
You must have come across marketing jargon like “We offer a seamless customer experience” or similar to these. What is peculiar about such statements is the rising focus on the whole idea of customer experience. While customer service was always an important focus for organizations to offer post-sales support for their customers, this idea of customer experience has taken momentum in recent years.
Customer experience is simply an overall experience of the customer throughout their engagement with your brand. Right from the first query that the customer raises to the final interaction, each step of the life cycle impacts the customer experience.
Obviously, customer experience is not only limited to the quality and price of the products or services. It goes way beyond to decode how the customer actually felt during the whole process. In fact, customer experience is the factor that decides if the customer stays back or not.
This is the reason customer experience has become a top priority. It facilitates the process of acquiring new customers and retaining the existing ones which directly translates to profits. According to a study, a 5% increase in customer retention rates (following good customer experience) are likely to increase profits by 25%- 95%.
Isn’t that a reason enough to up your customer experience game?
#customersuccess #customerleadership #
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