Why Customer Experience Should Be Every Business’s Topmost Priority
by Avik S. SEO Consultant and Business DevelopmentGone is the time when a company’s sole focus was to drive sales.
With the growth of consumerism and the shift to digitization, the focus has
shifted to enhancing the customer journey in all possible ways, which not only
involves a smooth buyer’s journey but also great customer satisfaction!
In fact, research
suggests that in the wake of Covid-19, consumers across industries now value customer
experience more than they ever have! With more than
two-third of companies already competing on the basis of customer
experience, it is critical for businesses of all sizes to now look beyond
simply lead generation or customer
acquisition and prioritize customer experience.
To begin with, what exactly do we mean
by ‘customer experience’?
In simple words, customer experience is a customer’s holistic perception of
a brand or business, built over time as a result of a series of interactions,
right from exploring the website and interacting on live chat to purchasing the
product or service and receiving strong after-sales support.
So, why is customer experience
management important for a business?
1. To boost brand loyalty
Delivering a positive customer experience yields a plethora of results, the
most noteworthy of all being boosting brand loyalty, which essentially means
greater ROI in the long-run. Delighting customers encourages them to engage as
well as repurchase from a business, thereby facilitating the business’s
marketing endeavors of upselling and cross-selling to a great extent. As a
matter of fact, research
suggests that customer retention is 5 times cheaper than customer acquisition,
making this a profitable marketing strategy for any business!
To learn about 6 effective practices that can help improve retention marketing,
read this.
2. To build a community of brand
advocates
Naturally, if the customers are happy with the brand or business, they are
likely to tell more people about it by way of word-of-mouth or social media!
Both of these are very powerful forms of marketing, helping to amplify brand
awareness and build a strong brand image. Moreover, 96% of
customers do not trust advertisements anymore!
Hence, fostering a community of brand advocates by continuously captivating the
customer base can indeed go a long way and contribute towards the growth of the
business significantly.
3. To stand out from the competition
Another important statistic to take note of is that 93% of
consumers read online reviews before making a
purchase. This makes it very important for businesses to prioritize building a
strong online presence. Amazing ratings and positive reviews on every channel
(including Google My Business listing) can prove to be supremely beneficial. In
addition to this, capitalizing on user-generated content is also an incredibly
effective marketing strategy to earn potential customers’ trust and drive
conversions. Ultimately, all these factors collectively help beat competition
and flourish in one’s industry.
To learn how to build a strong online presence, read this.
What are some of the ways to enhance customer
experience?
The key to enhancing
customer experience is to not just deliver what has been promised to the
customers but to go one step further and exceed their expectations
consistently. This can be done in a number of ways, some of which include
sending a surprise gift along with their purchase, proactively asking for
feedback, personalizing campaigns by adapting a segmented marketing approach or
even rewarding customer loyalty in some form (example: running a loyalty
program)!
For further support to grow your business, our team at Parkyd Digital is available and happy to
help you. With a deep understanding of the digital marketing landscape and over
a decade of industry experience, we offer holistic marketing solutions that are
customized according to your requirements to effectively boost your ROI and
achieve your business goals. You can get in touch with us here.
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Created on Jun 16th 2021 13:24. Viewed 716 times.