With the digital era in full throttle, markets are competitive now more than ever. And while creative marketing copy and eye-catching packaging may have sufficed in the past, customers today expect much more.
They want to be pampered by brands in every way imaginable. In fact, customers don’t just want a great experience in person, they expect this service to extend to their online interactions as well. Namely, they want to receive a flawless digital customer experience in addition to the traditional concept of good customer service.
So, if you haven’t already been paying attention to your customer experience and all that it encompasses, then it’s high time you started.
Find out how you can improve your customer experience and position your brand highly in customers’ minds. Let’s get back to basics.
What is customer experience?
Customer experience is the overall impression of the quality of the interactions between a customer and a company. It’s about how customers feel after interacting with a company’s products, employees, channels, and systems.
An interaction can be anything from a customer making an inquiry or complaint, a customer browsing through a website or social media page, or a customer signing up for a free trial or buying a product. Customer interactions happen at every stage of the buyer journey: awareness, consideration, acquisition, and loyalty.
Why is customer experience important?
Customer experience is the deciding factor as to whether a customer will continue or recommend an interaction. As a result, a positive customer experience brings about an increase in sales, drives customer engagement, and…