Customer experience is an integral part of service culture. An article by Super Office says that most companies are failing to deliver a good customer experience. This may be caused by an absence of a vibrant and dynamic customer experience strategy. The article pinpoints that in the next 5 years, customer experience must be prioritized if companies want to mitigate churn and make higher profits.
What is customer experience, its function, and its importance?
Customer experience aka CX is the interactions and experiences your customers go through the entire time they are doing business with you. CX is an inseparable part of Customer Relationship Management (CRM).
The function of CX is to make your customer become your brand’s loyal advocate. When your customers are happy with your overall business, they are likely to become repeat and loyal customers.
To retain customer loyalty, you must invest in customer experience.
What is the difference between customer experience and customer service?
Customer service is one touchpoint with a business where, often, a booking, problem or query is communicated and the customer care officer addresses the client’s requests. Customer experience is the journey of the customer with the company. It impacts the feelings and emotions elicited in the entire customer journey. While customer service is still important, it is not the center piece of customer experience any longer; it is a disparate part.
How has customer experience changed?
With technology, customer experience is undergoing transformation, promising connection in contemporary and enthralling platforms. For instance, CRM software enables you to view a customer’s purchase background and proactively prepare for their future needs. It may involve the following:
- Pursue targeted email marketing campaigns.
- Put forth pertinent products by the virtue of purchase history.
- Imbibe a rounded customer view.
As customer expectations rise, match a customer experience strategy that is effective. Customer satisfaction can be improved significantly with a well-thought-out and foresighted customer experience strategy.
In collaboration with eCornell, Genashtim is proud to offer the Leading a Culture of Service Excellence program which will help you deliver an excellent customer experience for your organization.
eCornell courses are approved by SkillsFuture Singapore for SkillsFuture Credit as well as by HRD Corp Malaysia under its SBL-Khas Scheme.