Customer Experience Explained
Customer experience is a term that has been thrown around in the business world for quite some time, but with much discrepancy. Put simply, customer experience is more about perception than reality.
How do your customers perceive their interactions with your company? It’s important to be intentional about creating a customer experience that exceeds expectations, increases satisfaction and generates more loyalty and advocacy for your business.
Creating an exceptional customer experience should be at the top of your list. Consumers are calling the shots. Before making any business decision, ask yourself: Will this help or hinder my customer experience?
Why Does Customer Experience Matter?
According to Oracle, the reality is:
- 86 percent of consumers will pay more for a better customer experience.
- 89 percent of consumers began doing business with a competitor following a poor customer experience.
- 79 percent of consumers who shared complaints about poor customer experience online had their complaints ignored.
- 50 percent of consumers give a brand only one week to respond to a question before they stop doing business with them.
Customer experience can be the difference between a one-time customer, and a raving fan. Consumers want to feel important and valued by the brands they love. If you want to create an exceptional customer experience, be there when your customers need you, answer their questions promptly, and provide a wow-worthy experience every time they come in contact with your business.