Today, our trading with the companies goes far beyond the simple act of purchasing what they are selling to us. A road map for customer experience is necessary. If companies knew how to do these, they would have loyal customers for life.
The customer experience (CX) can no longer be a reaction in a company’s operations. With a world of options literally at hand, customers are no longer willing to be treated in the same way and as has been defined in a company’s business model. People are beginning to express the power they have as buyers and will be quick to leave any company that does not treat them with the respect, quality of service, and transparency they deserve.
Customers are looking for:
SPEED: We live in an era of speed and impatience. People want to take a few steps to the things they want as possible.
EASY OF PAYMENT: People want things to be simple, and that means getting the things they want without the hassle of a complicated payment system. In and out shopping is the goal.
KNOWLEDGEABLE EMPLOYEES: When people ask a question about something they are interested in purchasing, they want insightful and honest answers. They do not want a sales pitch. They want usable information.
CONVENIENCE: Convenience is about people being able to find the things they want easily, whether that is a product, service, or just information to inform a decision. People want companies to anticipate their needs.
FRIENDLY SERVICE: As with all things in life, they are better if they come with a smile. It is not just a matter of putting a happy face. It is also about employees who enjoy what they are doing. Customers can always feel if employees care or not.
LEADING EDGE TECHNOLOGY: Everything mentioned so far is measurably improved by having the right technology in place to do the job right. If a company is taking a “good enough” attitude to technology, it is not good enough.
HUMAN INTERACTION: Technology is a very important part of a good customer experience, but without a human touch behind it, customers will not be comfortable. People want to know there is always a person to talk to if they need to.
If you get it right, expect a lot of rewards. People can be very loyal to the companies that they feel care about them. And that means they will spread the word of mouth and share more of themselves with that company.
If you get it wrong, you will not have any customers left.
Are you interested in retaining and attracting customers?
Click the link above to give your customers the best experience possible!
