Customer experience matters because great experiences can encourage loyalty and a higher chance of the customer promoting your brand with the world. Bad experiences encourage the opposite. It’s also important to note customers tend to only remember and talk about their best and worst experiences, not those good to average ones in between.
This is why it’s vital to provide an outstanding customer experience at all times. Let’s discuss these two reasons among others in more detail:
- Customers are in control
- Customers who receive great experiences are more likely to become loyal…
- …and spread good word about your brand
- Satisfied customers are likely to spend more
- You’ll build a lasting relationship with your customers
- Great experiences can help you stand out from the competition
Customers are in control
Once, salespeople were in control. Now, it’s customers who have all the power. Thanks to the world wide web, customers can easily educate themselves on products/services and companies before they buy.
Provide a great customer experience that customers remember and are inclined to spread the word about. You’ll end up attracting even more customers who want to see what the fuss is about.
Customers who receive great experiences are more likely to become loyal…
A superior experience can convince customers to return time and time again. After all, people prefer to spend money on things that they trust are worth the investment.
The way you respond to customer queries and complaints really matters. There are few things that impact brand reputation more than the way you handle negative feedback. If customers complain, ensure you respond efficiently and effectively.
The flip side of this? Your customers may just look elsewhere - in fact, they’re four times more likely to stop buying from a brand after just one bad experience.
So, always make your customers feel heard, valued and looked after and you can boost their trust and loyalty.
…and spread good word about your brand
Remember when we said modern-day customers are in control now? It’s not just because they can research before they buy, it’s also because of the reviews they may come across.
Customers trust sellers even less than before. But they do trust what other people say - which is why great customer experiences matter. A great experience can lead to a great review which attracts more customers and the cycle goes on.
Customer experience can help you build a community of brand advocates.
Satisfied customers are likely to spend more
42% of customers would pay more for a great experience and 72% would choose one brand over another if they receive special treatment. The adage, ‘You get what you pay for’, comes to mind here - people really would pay more if they know they’ll be satisfied with the experience.
You’ll build a lasting relationship with your customers
The world is only becoming more competitive and saturated. We’re surrounded by loud adverts, bold messaging and eye-catching imagery. And we see through it all.
The only way you can get customers to trust you is if you build a relationship with them. Give them exactly what they’re looking for - a personalised experience that makes them feel special and important to your business - and you have more chance of building trust.
And customers who trust you are the ones who’ll:
- Come back and buy from you again
- Leave great reviews
- Spread the word
- Be more forgiving to ‘slip-ups’ in quality
Great experiences can help you stand out from the competition
Customers no longer just compare products and prices. They also look at the quality of your customer service and experience. Again, it boils down to their need to feel confident about a company and its products/services before they purchase.
So, provide great experiences and turn today’s customers into tomorrow’s advocates. Plus, if you can build trust and loyalty, it’s much easier to convince customers to return.
Your journey to excellent experience starts with knowing your customer needs…
To provide a great customer experience, you need to know what your customers actually want. We created a visual graphic that encompasses some of the most common customer demands, pulled from recent surveys.
Check out the latest statistics, our key takeaways and tips on how you can always meet those changing demands in the graphic below.