What is customer experience?
Customer Experience (Customer experience – CX) is the synthesis of all interactions and communications between customers and businesses across all channels, including the experience of using products and services. Customer reviews and ratings by feeling, reason
For example: A good experience can be as simple as a customer browsing your website and appreciating the beautiful, intuitive interface.
However, don’t confuse “a good experience” with “a good experience journey”. In business, you have to create a great experience journey if you want to maintain customer loyalty and create a competitive advantage in the market.
The customer experience journey is the sum of their assessments based on their experiences with a business throughout their lifecycle.
Today's customers expect faster, more personalized responses.
You can start researching and evaluating your customers' experience with your service by outlining a “customer journey map" to have a basis for evaluation, detection of shortcomings and improvement.
We have a tutorial on this, check it out here: How to create a customer journey map.
Customer experience journey.
When a customer interacts with a business, a complete journey will include the following stages:
- Awareness, concern.
- Discover.
- Attractive, impressive.
- Interaction, reference.
- Buy.
- Use
- Warranty, support requests.
- Repeat purchase
- Word of mouth (WOM)
Pitfalls
Sometimes you focus too much on certain touchpoints (especially those that have the potential to generate immediate revenue) and neglect other touchpoints, resulting in suboptimal performance when you fail to create a seamless customer journey.
Imagine you feel great after purchasing a product, but are not satisfied at all when you need customer service support, what will you do next? Will you think of never using the product provided by that business again?
→ Identify where your customers are in their buying journey, what stages they are stuck at, and troubleshoot quickly. But most importantly, focus on building good service at every touchpoint to create a 'smooth' customer experience.
How to improve customer experience.
You can follow the steps below:
- Evaluate: Subjective assessment – observation, research. Objective – customer survey.
- Create customer journey map to visually and accurately assess the “gaps” at the point where customers are having trouble.
- Fix the bad points: Optimize your journey from the bad points.
- Customer experience management: Proactively update and analyze regularly to provide timely corrective responses. You can also use Omni-Channel Contact Center Software to do this professionally.
Do you understand the importance of customer experience and want to improve it?
Connect with us today for solution consultation.
