Customer experience has the power to make or break your business - it’s why many businesses lead with a customer centric strategy. And while it can be very resource intensive, the rewards far outweigh the outlay.
What is customer experience?
Customer experience is a customer’s holistic perception of your business/brand based on their personal experience (hotjar, 2019). Their personal experience may involve in person communications, phone interactions, visits to your website or experiences with a product or service of yours. Either way, every interaction a customer has with your business is what will determine their overall experience with your business.
Because of this, it provides customer experience with the power to make or break your business. It dictates whether or not the customer intends on interacting with your business again while also dictating your reputation in the industry.
Here are some of the rewards of delivering great customer experience:
- Creates a positive reputation for your business.
Word of mouth (WOM) is the cheapest yet most effective marketing around. Ensuring your customers are leaving satisfied will ultimately lead to a positive reputation for your business.
Did you know that 72% of customers will share a positive experience with six or more people? That’s six or more people that could potentially become a customer of yours - client acquisition has never been so easy. WOM marketing is priceless and will ensure the ongoing growth and success of your business.
- Secures profit and increase margins
Did you know that 67% of buyers say they will pay more for a great experience. So by providing a great customer experience, you’re already securing 67% of your profits, hypothetically. It’s also worth noting that 49% of buyers will make an impulse purchase with a business after receiving a more positive, personalized experience. This reiterates the fact that by going that extra mile for your clients, you can expect for them to continue buying from your business.
- Accelerates business growth
By acquiring new clients, securing profits and increasing your margins, you're essentially creating a pathway for business growth. At the end of the day it all comes down to this, more clients = more profit, more profit = more business growth opportunities.
Remember, without clients, your business is nothing.
Does your customer experience need improving?
Outsourcing could be the solution for your business. Read the following blog to find out how outsourced customer service could be your secret weapon.
