Ask yourself a question,
Why do you prefer to eat at the same restaurant or shop on the same online platform when there are so many other options?
Perhaps you enjoy their cuisine!
Maybe you're a fan of their products!
And that's how you end up reaching the same company to use the same service. Right?!
Well, you're definitely one of their satisfied customers and you are having a great experience.
The same happens with your business and your customers. If your customers are pleased with your services, then they will want to return back to you.
This is of vital importance to customers in today's world: The Experience
Wait. So customer service is called CX now?
Customer service is the assistance you give your consumers — both before and after they buy and utilize your products or services — to make their experience with you as simple and enjoyable as possible.
It is extremely important if you want your customers to stay with you for a longer period of time.
But if you want those same customers to be your advertisers then pay attention to Customer Experience.
Your company graduates from customer service to customer experience.
CX is all about the details.
Details about your customers and how you can make it memorable and convenient for your customers to provide them with values which they can appreciate.
Customer experience, or CX, is the customers' overall impression of their interaction with your company or brand. CX refers to the number of encounters a consumer has with your company, from navigating the website to communicating with customer service to receiving the product or service they ordered.
The customer experience includes senses, thoughts, feelings, beliefs, cognitive assessments, engagement, memories, spiritual aspects, and behavioral intents. The pre-consumption anticipation experience refers to the degree of pleasure or pain gained from anticipating future events, whereas the recalled experience refers to a recollection of past events and experiences with a product or service.
Customer service is a crucial part of the CX. It isn't the only focus of the customer experience any longer.
Through technological advancements, the customer experience now delivers new ways to build client interactions.
4 properties of CX:
There is a formula of ‘RRRC’ which can be applied to any CX in any business. So let's talk about it.
Provide them with what they require when they require it. Situations change, customers change, and customer needs vary, thus you must adapt as well. As quickly as possible.
I realize it's easier said than done, but if you fall behind, your clients will quit you and go to your competitors.
Customers have high expectations and want personalized, timely communications. They no longer want multi-page transactional records that ignore their individuality or fail to emphasize their relationship with you. I despise receiving unnecessary paperwork. I don't want to be treated like a number, so I'll always go with a company that provides personalized treatment.
Organizations seek inspiration from other successful companies, hot industry trends, and new sparkling products in order to stay relevant and innovative.
Customers, on the other hand, are a critical component of any company's growth.
Customers, indeed, have the power to influence the lifespan and the success of your company. As they spread the word in their social circles, happy consumers result in increased retention rates, lifetime value, and brand reach. Understanding and satisfying customer wants is the first step toward generating the kind of customer experiences that result in pleased customers.
In the viewpoint of the customer, a customer experience is dependable if it immediately and efficiently solves the client's problem without introducing a slew of extra inconveniences, difficulties, or issues. Because the phrase itself indicates that customers can rely on the product to adequately meet their needs, one could conceive of reliability as a type of "product competence."
Reliability encompasses not only the quality of any physical product sold to a customer, but also the efficiency of the services that surround that product, such as timely handling of inquiries and requests, skill in making repairs or service improvements, and safeguarding your customers' data and privacy.
A reliable customer experience can only be delivered by removing the internal focus and division between “customer-facing” and “non-customer-facing” groups and processes to deliver a single, unified experience to each customer, regardless of what internal elements are involved in running your business.
Ability to listen, not with the intent to respond, but to understand and understanding with the view to act.
According to Forrester, 71 percent of customers say that valuing their time is the most important thing a company can do in terms of customer care.
That's also not surprising. After all, who appreciates having issues, phoning customer service, and, worst of all, waiting on line for a response?
The finest customer care teams not only discover solutions, but they do so swiftly so that customers can resume utilizing their product or service. They've implemented a customer-focused culture that pushes agents to prioritize clients' requirements and provide rapid and effective solutions. This combination of speed and precision boosts the team's total productivity while also providing excellent customer service.
According to the Forrester survey, the overall quality of customer experience in the United States improved by only 0.4 points from 2018 to 2019, with 81 percent remaining unchanged, just 14 percent improving, and five percent declining.
Why aren't customers expressing greater happiness and corporations doing a better job, despite brands' emphasis on enhancing customer experience?
Shep Hyken, a well-known author, speaker, and customer experience expert, answered that question in an interview.
According to Hyken, the issue is that, while businesses are improving, they are not developing fast enough to meet the demands of increasingly demanding customers.
"You can see an uptick in customer satisfaction in practically every business and area if you look at the American Customer Satisfaction Index. However, businesses continue to get an increasing number of complaints, and customers are switching providers at a faster rate than in the past.”
Why is CX important?
Most certainly, how you think about customer service has influenced how you think about your firm as a whole. This is only one of the many reasons why creating a pleasant customer experience and obsessing over it is critical.
The consumer experience is made up of two essential touch points: People and Products.
Let's take a look at it this way.
Every company has VIP customers and they turn out to be VIPs because of that company's cx.
And as Jeanne Bliss (founder of Customer Bliss) said:
“Customers who love you will market for you more powerfully than you possibly market yourself.”
Being a company, the huge amount you're spending on advertisement! To let people know about your company and your products.
Well, you don't have to do it if you have VIP customers. As your VIP customers do it for free.
They are your best recruiters.
In other words, A positive customer experience is crucial to your business's success since a delighted customer is more likely to become a loyal (VIP) customer who can help you raise sales. The best marketing money can buy is a consumer who is loyal to your company, promotes it through word-of-mouth marketing, and advocates for your brand and product or service.
That's why you must cherish your customers and turn your customers into VIP customers by providing exceptional customer experience.
This way your business gets stronger.
Zendesk looked at more than 4,400 startups participating in the Zendesk Benchmark and found a clear link between better customer experiences (CX) and faster growth.
For example, CRM software allows you to see a customer's purchasing history and predict future demands before the customer even realizes they require it. Being able to anticipate a future need allows you to be proactive and alert, allowing you to perform things like:
- Provide related products based on purchase history
- Create and deliver targeted email marketing campaigns
- Understand the 360 degree view of the customer
Companies like Amazon, Zappos, and many more have incredible CX.
According to a study conducted by American Express, 86 percent of customers are willing to pay extra for a better experience.
What Successful Entrepreneurs Advice
Entrepreneurs, on the whole, don't pay much attention to customer experience. You might find it boring.
BUT, as Richard Branson (Chairman of Virgin Unite) said:
"Anybody can sell a cup of coffee, anybody can buy a physical airplane and we all buy the planes from the same manufacturers - Boeing or Airbus but there the difference stops and everything comes down to customer experience. It is the differentiating factor."
Even Daniel Michaeli (founder of Glia) once said:
"I’ll happily pay an extra $3 a month for a company that is easy to contact and respects my questions or concerns."
90% of your dissatisfied customers just cease using your products or services without even complaining, thus knowing your customers, their behaviors, and what they want in advance is far more important than conducting crisis management after.
Why Cliffex CX?
We construct a set of statements that serve as guiding principles based on a clear customer experience vision.
We evaluate various touch points of your customer’s journey and alleviate their experience. We monitor and take customer feedback on our actions and repeat the process again until satisfied.
We strive to learn who your clients are and their requirements and wants, then we strive to connect with them and empathize with their situations in order to form an emotional connection with them.
We employ a quality framework for team development and gather consumer feedback in real time. We respond to monitor, report, ideate and act on customer input on a regular basis.
Cliffex CX customer support provides 10x return on investment (ROI) by creating customer champions for your product or service. Champion customers act as mouthpieces for your brand making referral customers easier to retain and committed to much longer.
Once you have a good understanding of your consumers, you can use that information to personalize every contact. Customers today have more power and options than they have ever had before.
As a result, Cliffex CX can assist you in comprehending and recognizing their requirements.
We will ensure that your customers' interactions with your organization are smooth, enjoyable, and improving, resulting in increased brand loyalty.