Why Customer Experience is so Important
Providing consumers with positive customer experience is crucial to business success. It’s good for your brand and your bottom line. However, customer satisfaction levels have taken a battering in recent years and, against the unprecedented backdrop of COVID-19, some businesses have fared better than others.
believes that although we’re living in extraordinarily volatile times, a
company that places customer experience at the heart of what it does, while
aligning brand identity, and employee engagement, will benefit from a healthier
bottom line and reputation.
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5 Ideas for Improving Customer Experience
In 2020, the importance of customer experience
cannot be overstated. In a saturated market, this is what sets one brand apart
from the next and captures long-term customer loyalty. Customer service is
essential to the brand loyalty of over 96% of consumers. In other words – almost everyone expects excellent customer
experience. This is true for the service sector eg hotels, airlines,
professional services etc and for businesses selling products eg automotive,
technology products, telephony, white goods etc.
The customer experience has a direct impact on the bottom line of your business. Customers are generally willing to pay a higher price for a better experience. The opposite is true for negative service and one-third of customers would consider switching to a different company based on just one negative customer service encounter. In today’s digital marketplace, this means you are just one click away from losing customers, sales and profit.
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How to Improve a Customer Experience Strategy
The UK Customer
Satisfaction Index (UKCSI) is at its lowest level since 2015, sitting at 76.9,
0.8 points lower than January 2019. Organisations with higher customer
satisfaction levels have higher employee productivity and engagement.
We know that excellent quality customer service is built on a customer’s experience with that company, the company’s ethos, its complaint handling, its ethics, and the customer’s emotional connection to that company. We also know that the more a company invests in its customer experience, the higher the return on investment.
If you are looking to improve your customers’ experience with your business, first you’re going to need a solid customer experience strategy. SERVICEBRAND GLOBAL will work with your business to ensure that through behaviour change, your teams are engaged, empowered, and invested in providing an excellent customer experience.
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Building a Customer Experience Strategy for Your Business
Attracting and engaging customers is an art in today’s
incredibly competitive landscape of inbound marketing and customer-focused
To get your prospective customer’s attention and bring them through to conversion with carefully targeted, authentic and relevant content, you’ll need to dedicate some serious time and resources to building an effective customer experience strategy.
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