Customer Experience (more commonly known as CX) is all the interactions that your customer has with your business
Customer Experience (more commonly known as CX) is all the interactions that your customer has with your business from the first contact to their experience in using your product after a sale. A good customer experience will always result in a happy and loyal customer.
CX has become more important than ever according to both customers and companies. As a matter of fact, 75% of customers are willing to spend more to buy from companies that give them a good customer experience while 63% of CX managers say their company prioritizes CX way more than ever before.
Having a better experience with customers will not only give you more repeat customers but also tons of positive reviews. Thereby, reducing the friction of customer complaints and returns.
The benefits of delivering a great CX include:
Customer Experience may seem difficult to measure, but it is not. It can be easily done by monitoring every point of contact of your business with your customers.
Following are stages of a customer journey for an E-commerce business that must be monitored:
A bad experience at any of the above stage can make or break a customer for Life.
By having an indicator to measure CX, you can track how it improves (or worsens) over time and use it to evaluate the success or failure of changes you make that might be affecting your customers. Here are four top metrics commonly used by professionals to track customer experience:
Due to saturation in most markets, many companies are realizing customer experience is their best chance to stand out from competitors. In other words, if a good product and competitive pricing are no longer enough to produce loyalty, then a personalized experience will have to be your differentiator.
Below are a few Do's and Don'ts we at BotSpace have seen from our own experience and our customers too.
One company policy you will notice is present in most Unicorn companies today like Uber, Amazon eCommerce, Zomato, Swiggy, etc. is their "No-Question-Asked Return Policy".
According to this policy, whenever a customer files a grievance in using the services of this company, their entire transaction amount for that particular service is refunded. No Questions asked, No wait time for cross-checking or anything. The money will instantly show up in your account.
This experience makes the customer feel valued, heard and also a willingness to give the company another chance in using their services. That's how loyal customers are made!!
Collect customer feedback to improve and keep iterating on those experiences. This will help you improve customer sentiment about your company and keep them telling their friends and family about your business.
Make easy-to-use WhatsApp chat links to share with your customers. Our free tool makes links that let people chat with you in just one click
This easy-to-use tool lets customers start a chat with your business from your website using a WhatsApp button
Create a QR code for your WhatsApp Business number effortlessly with our no-cost tool. Share it easily!
Find out how mid-sized companies can use WhatsApp to boost customer engagement, drive loyalty, and improve operational efficiency.
Customer Experience (more commonly known as CX) is all the interactions that your customer has with your business
Place the Whatsapp button on your website and keep the conversation with your customers even if they leave your website
Discover how this simple integration can transform your customer communication and drive business success