Excellent customer experience requires significant efforts from a business to ensure that every stage of a customer journey is oriented the way customers want.
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Customer experience is set by all the interactions customer encounters during all the stages, from pre-purchase to consumption/post-purchase. Over time, it has become crucial for business sustainability and long-term growth.
Customers expect a lot more from companies today, and why shouldn't they set high expectations? Considering the competitive environment, customers have plenty of choices to choose from. For companies, it has become more vital than ever before.
In this article, we will have a closer look at customer experience and highlight key aspects around it.
In simple words, customer experience is the impression about your products/services after undergoing all the stages of the buyer's journey, including pre-purchase, consumption, and post-purchase.
The key elements are our products/services and people. For example, how much did they love using your products/services? How was their interaction with customer support?
The 21st century has become a lot more digitalized and technologically advanced. The digitalization of the business world has increased the customers' brand selection capabilities, thereby triggering more competition. Today, you can quickly lose your client with just one bad incident. Therefore, it is very crucial to sustainable business growth.
When you focus on a customer-centric approach and emphasis on customer experience:
In short, it is as crucial as delivering best-in-class products/services.
Not every customer experience can be the same. A good one means that customers can hassle-free achieve the desired objectives they expected from the product/service. A good one can be triggered with:
On the other hand, a lousy one means that customers' expectations were not fulfilled, or customers had to struggle in some stages of the customer journey. A bad one can be triggered with:
Customer service is just one stage in the customer journey, while customer experience is a conclusive understanding after undergoing all the stages.
In more simple words, customer service is one element of customer experience where a customer makes some requests and gets assistance from a customer representative.
There is no standard or single method to measure customer experience, but setting up some measurable indicators can help you evaluate it over time. The following are some standard metrics used to measure it:
There can be other metrics or other approaches for measuring it, depending on your business customer type and product/service nature.
Wrapping Up Customer experience is vital to any business's future growth and sustainability.
Therefore, closely look at all customer journey stages, take customer feedback, and analyze trends to ensure a great customer experience.