One bad experience can drive your customers away. According to PwC research, more than 30% of customers are likely to walk away from a brand after just one bad experience. On the other hand, buyers are willing to pay more for a good customer experience. An AWS-sponsored report on customer experience states that 58% of customers believe great customer service is more important than price.
Customer experience is the new differentiator. How, then, do you optimize this new differentiator? But before that, what is customer experience?
What is customer experience?
Customer experience goes beyond the customer service department. It is about how your customers feel before, during and after they have made a purchase. It is a culmination of all the touchpoints across all the channels in a buyer’s journey.
Deliver consistently great customer experience.
First, get the basics out of the way. Personalization across the buyer journey is an obvious one. Segment your audience and give them personalized news and offers.
Take advantage of technology.
Use artificial intelligence (AI) in customer service to reduce friction. AI chatbots can be integrated with your customer relationship management (CRM) tools, which allows them to fetch customer information in real time. They can get customer history and redirect them to the right department. Your customers don’t have to reiterate their issues every time they speak to a customer service agent.