Can you remember your last positive experience with a brand or business?

Whether you realise it or not, customer experience will have a lasting impact on your business so it’s important you get it right.

A positive experience will leave your customers happy and satisfied. But a poor customer experience could leave someone angry, upset, annoyed and even frustrated. This is bad news for your brand reputation because an angry customer could lead to bad reviews and press.

There are multiple things you need to consider when it comes to creating a great customer experience for your business. In this blog, we’ll be covering the importance of customer experience, how to measure it and ways to improve it.

Importance of Customer Experience

Want sustained growth for your business? Then have good customer experience. 

Want to ensure your customers stay loyal? Then have good customer experience.

A positive customer experience isn’t just that. It will build brand loyalty and affinity, your customers will rave about your product or services, they will refer you to their friends. They may even leave you 5 star reviews which will inevitably help your business retain revenue and earn new customers.

Measuring Customer Experience

  1. Analyse customer satisfaction survey results. Surveys are a great way to get an idea of your customers’ experience with your product or service. Find out what they dislike and use this to improve your business.
  2. Identify rate and reasons for customer attrition. If you’re losing customers, find out why they’re leaving so soon and change it. Develop your business model so your customers are less likely to leave after one purchase or interaction.
  3. Ask customers for product or feature requests. Create a forum for your customers to request new products or features. They are more likely to stay loyal to you if you make your offerings more useful and helpful for the problems they’re trying to solve.

Make A Fantastic Customer Experience

So what can you do exactly? 

For a great customer experience, you need to: 

  • Build a customer journey map and buyer personalities so you can effectively understand and solve their challenges
  • Form positive connections with your audience by asking for feedback and acting on it
  • Create helpful educational content
  • Star an online community for your audience

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