Is customer experience (CX) now more essential than price and product as a brand differentiator?
Delivering an outstanding #cx at every stage of the buyer’s journey is the key to meeting fast-evolving customer expectations, as well as acquiring and retaining more customers.
It wasn’t too long ago when every business claimed that the key to winning customers was in the quality of the product or service they delivered. CX is an indispensable component of Customer Relations Management #crm which is a business strategy used to improve profitability, reduce overhead and costs, and increase customer loyalty.
It is such a vital component because a customer who experiences a positive encounter with a business is likely to become a repeat customer with brand loyalty to a company in the future.
CX is determined by both people and products. While providing a high-quality product or service is essential, how your teams of customer care & sales interact with customers plays an important role in shaping the purchasing experience.
A great CX can also help to improve customer loyalty, which is the key to increasing customer lifetime value and boosting your bottom line. Happy customers are more likely to tell others about your business. Word-of-mouth marketing is one the most cost-effective ways to promote your business.
A great customer experience can be delivered by
- Creating a clear customer experience vision
- Creating an emotional bond with customers
- Improving customer communication
- Delivering a personalized experience
- Anticipating customer needs