Customer Experience tactics for long lasting customer relationships
In a recent global survey it was found that 86% of consumers consider the experience a business provides as important as its products and services.
Customer Experience is the exceptional services offered by a business or company in all aspects from the leads management process to the sales process and after sales process. Customer experience may be slightly different from the popular customer service in terms of depth and broadness in the interaction process.
Think back to when you called a popular service provider to enquire for a service or assistance. How was the overall experience from the moment the caller answered to the after sales process? In this article we look at why customer experience is important, how it helps businesses build lasting relationships with their customers and good tactics to improve your customer experience going forward.
In modern day most customers are keen on trust and transparency. Trust is built depending on the quality of the experience they receive in their journey to purchasing the product or service. If the customer experience of a business is questionable from the beginning, customers would not even consider proceeding to checkout. This applies to all avenues of first time interaction either online or offline. Focusing on customer experience also reduces the rate of customer churn which has become a hot topic with many business owners looking for solutions to curb it.
Customers’ expectations keep on rising by the day and people are searching for meaningful, memorable and consistent experiences across all departments of a business or company.
All these circumstances will negatively affect the growth of the business.
A big element of customer experience is the ability to treat customers of all types as individuals with custom or tailor made interactions based on what they are looking for.
A good example would be when ordering food via a phone call from Jumia Food , a food delivery service. More often, a registered customer would not need to introduce themselves or give their location details as most of their information is usually already recorded. The service provider would only need to confirm their address if there are multiple addresses registered under the customer. The service provider also usually calls their customers by name personalizing their interaction which simplifies the process and many have reported this to be a good customer experience.
With similar customer experiences like these, customers often feel special and are sure to keep on using their products or services in the long term.
To summarize all the tips snippets that we have talked about here is a list of 3 tips you can tap into to improve the overall customer experience of your business and keep customers coming back for more.
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