image from MAU Vegas 2016
What will you do when Coles, Woolworths, 7-11 and Aldi are all selling Pringles on the same price? Which one will you buy from?
I will always go back to the one that offers me a better service and experience than others, and I think that most people would not go back to the store that delivers bad or poor customer experience, unless it is really cheap I guess.
Customer experience are becoming more and more critical for businesses and companies with Forrester data shows that 72% of businesses say that improving the customer experience is their top priority, because what the customer experience really tell a company is whether it’s customers are happy with the product/service or not.
image from Linkedin
Adam Richardson defines customer experience as ‘the sum-totality of how customers engage with the company and brand, not just in a snapshot in time, but throughout the entire arc of being a customer’. Marketing is all about customers and customers are the one that have power to choose between products and companies, it is therefore essential for companies to maintain a positive customer experience.
According to Ross Beard, the marketing team at Client Heartbeat, there are 7 reasons why customer experience is increasingly important:
- improves customer satisfaction
- Fosters repeat customers and customer loyalty
- Increases customer advocacy and referrals
- Reduces customer churn
- creates a competitive advantage
- Increases revenue and sales
- Builds stronger customer relationships
Click here to get more detail on the article by Ross Beard.
I recommend you to go have a look at this article talking about how customer experience is becoming more important than product!