Why companies should focus on customer experience (CX)
The relationship between brands and customers is changing and you should have noticed this. It turns out that digitalization has transformed the business world. It is also transforming some rules. Today, consumers have more decisive power in their hands, which means that companies have to work harder to get their bearings. This is where the customer experience appears.
Thinking about the customer experience is taking care of all the points of interaction and identification of the consumer with your product or service. This goes far beyond relationship strategies between your business and your consumers.
Promotion and concern with experience can be the key to the growth of companies. So much is that many experts consider the customer experience (CX) inherent and indispensable characteristics of the companies of the future.
58% of consumers never use a company’s services again after a negative experience, while 69% say they would recommend the company to friends after a positive customer experience.
We see that word-of-mouth matters a lot, especially when customer feedback and loyalty is at stake!
Within the main concept, the focus tends to be customer success. Which indicates that to survive in the future, companies also have to be customer-centric. With this, we say that more and more companies, regardless of their segment and type of business, will prioritize every point of interaction of the public with their brand.
Promoting a good experience is to provide enriched and really useful information, in a practical, easy, agile way, with good design/aesthetics and a fair price. Plus, you need to be honest with people by presenting good deals and products that truly help your customer in some way. A good job of inbound marketing and content marketing can help with this!
Digital Transformation + Customer Experience
If you have already picked up on the importance and key features of the customer experience then you must have realized the crucial role that technologies have in it. It is simple, the technological advance favored a disruption of scenery and it even serves as a solution to the promotion of a good experience for the user.
Remember that the customer experience appears as one of the pillars of digital transformation. A structural change where companies and institutions use technologies in their processes, aiming to improve and boost their results.
In these processes, the technology helps ensure a pleasurable and efficient experience. Especially in digital media, the online points of contact that your audience has with your brand.
Within this logic, digitalization and technologies are entering the reality of companies to move processes, streamline actions, optimize care, etc. You can understand how this is also applied so that customers have the best contact centre experience.
Improve Customer Experience is Profitable
One fact that needs to be emphasized is that in order to apply the best possible experience to your customer, you really need to understand it. This means you have a lot of work to study every detail of your audience’s buying journey.
It is necessary to map your buyer persona well and structure a clear and detailed journey to diagnose each sensitive point in which you should take action to improve his contact with your company. Research and data analysis can be very useful in this case.
There are tools and software that help with this task. Applying notions of bi marketing, for example, helps you generate useful data. So, you understand how your customers are and what they are doing to then create an experience compatible with their reality.
