Why Customer Experience Matters?

"I have learned that people will forget what you have said, people will forget what you did, but people will never forget how you made them feel" - Maya Angelou

Just pull back and recall. The last time you went to a restaurant, how did you experience it as you left after having the food. Did you feel comfortable or you felt something missing? Would you feel like coming back again? Just look at the paradigm. The restaurant would have made their best effort to serve you the best in terms of food and service. On the other side, you have developed an impression good or bad which will decide whether you will go back again or not. He has developed a perception of the restaurant and the service

What is Customer Experience

Customer experience is many things, but it can broadly be described as the PERCEPTION a customer or a company has of a brand. It is embedded into every interaction, and each interaction is an opportunity to build a stronger bond between the company and the customer—or has the potential to weaken that bond.

Good customer experience involves building a relationship by understanding what people want, need and value. It goes beyond the act of using the product or service itself: The full experience includes pre-purchase connections with the brand (via marketing or awareness), the process of researching and making the purchase (either in-store or online) and post-purchase interactions (regarding service, repairs, additions and more). The goal is to create smooth and efficient connections between the brand and the customer.

(Credit - Accenture )

What is Customer Experience?

My thoughts

How do you build Customer Customer experience

One of the tools I have used to understand customer experience and build on it is the Customer Journey Mapping

The expercise helped clear lot of air

• The perception of restaurant owner that only the quality of food matters
• The perception that diners are price sensitive
• The perception that my restaurant is the best and that customers will accept it in toto

Conclusion

As said wonderfully by Clare Muscutt - “Building a good customer experience does not happen by accident. It happens by design.” Organisation need to relook at the process and develop precess from customers point of view