7 (good) reasons to invest in Customer Experience in 2022
Oct 30, 2024 22:14:45 GMT -8
Post by hasina999 on Oct 30, 2024 22:14:45 GMT -8
In the era of the connected customer and digitalization, being a popular brand requires focusing on the experience associated with products (or services) and not simply on their features or technicality. We are now in an economy based on experience. In fact, the most popular brands are those that create emotions associated with positive experiences. In this article, we list the good reasons why it seems inevitable to us to invest in customer experience. Reason The end of “one size fits all” (the same offer for everyone). 76% of us expect companies to understand our expectations and needs, and to adapt their responses accordingly. (source: Salesforce) A differentiating element, which helps a brand or retailer develop an advantage over its competitors, lies precisely in the ability to distinguish customers according to their needs, motivations and constraints - and to organize its offer, processes and communication around these - so as to offer a personalized and contextualized experience , in line with their expectations.
The personalized offer is one of the 5 major commercial strengths of successful companies. Customer case: Discover in this article how Cadriformat developed its website to meet this requirement. Reason Loyalty comes at a price, and it’s a high one! In the digital age, we have become harder to convince, much more demanding and less forgiving of companies that do not offer the woocommerce web design service minimum standards of customer relations. 33% of us are willing to leave our usual brand after just one bad experience (source: PricewaterhouseCoopers) And 92% of us will definitely turn our backs on a company after two or three negative interactions. (source: PricewaterhouseCoopers) What is a bad experience for your customers? Answers in this article New call-to-action Reason : Experience trumped speeches.
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Digital channels are increasingly taking over marketing, which means that we form a general impression of the brand first through online interactions – website, but also reviews and articles. A business that does not have an online presence is therefore potentially disqualified. Reason : I'm not a number! (Neither are you). At Starbucks, you're called by your first name (it's written on your cup when you order). That's a good thing, because 84% of us are more likely to be loyal to a brand that treats us like people, not numbers. (source: Salesforce) Discover here 7 tips for quality customer service. Reason : Experience trumps price. 86% of us agree to pay more in exchange for a better experience (source: Oracle). Therefore, the focus on customer experience constitutes both a differentiating factor for your company in its market as well as a very effective strategy for generating long-term profits.
The personalized offer is one of the 5 major commercial strengths of successful companies. Customer case: Discover in this article how Cadriformat developed its website to meet this requirement. Reason Loyalty comes at a price, and it’s a high one! In the digital age, we have become harder to convince, much more demanding and less forgiving of companies that do not offer the woocommerce web design service minimum standards of customer relations. 33% of us are willing to leave our usual brand after just one bad experience (source: PricewaterhouseCoopers) And 92% of us will definitely turn our backs on a company after two or three negative interactions. (source: PricewaterhouseCoopers) What is a bad experience for your customers? Answers in this article New call-to-action Reason : Experience trumped speeches.
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Digital channels are increasingly taking over marketing, which means that we form a general impression of the brand first through online interactions – website, but also reviews and articles. A business that does not have an online presence is therefore potentially disqualified. Reason : I'm not a number! (Neither are you). At Starbucks, you're called by your first name (it's written on your cup when you order). That's a good thing, because 84% of us are more likely to be loyal to a brand that treats us like people, not numbers. (source: Salesforce) Discover here 7 tips for quality customer service. Reason : Experience trumps price. 86% of us agree to pay more in exchange for a better experience (source: Oracle). Therefore, the focus on customer experience constitutes both a differentiating factor for your company in its market as well as a very effective strategy for generating long-term profits.