Companies delivering A survey reveals that approximately 88% of companies consider customer insights when developing processes, products and services. This reveals the maturity of organizations regarding the importance of decision-making based on consumer expectations.
Foreseeing attractive approaches to provide a good experience for customers has become the differentiator for companies that have a competitive advantage. What’s more, innovation becomes a shortcut for the experience generation process to have better performance.
For business innovation to be efficient, it needs to be present in the most diverse pillars of an organization, such as processes, products, services, marketing, sales, management and customer experience.
But before we point out how innovation and CX go hand in hand, let’s understand the concept of customer experience a little better.
What is customer experience?
Customer experience is the perception that the customer had when interacting with your company. It ranges from the first contact with the brand, following the path in the purchasing journey, to the post-sales relationship. Resulting in satisfaction or dissatisfaction with the product or service purchased.
Other terms also used to talk about customer experience are: Customer Experience (CX) or User Experience (UX).
Because it includes such middle east mobile number list aspects, having a satisfied customer has become a challenge. After all, there is no point in having an incredible product if you don’t know how to communicate the value of the item at the sales stage, or even if you don’t provide the correct guidance in cases of defects or exchanges.
Likewise, even if your sales team is the best on the market, the customer will not be satisfied with purchasing a product with different characteristics than those offered.
And in this competitive world of providing a good customer experience, small businesses are gaining ground. They may not always offer the best product, but they offer a more humanized purchasing experience, listen to feedback and, since they have few customers in their base, seek to get closer to them after the sale. In this way, they ensure the difference that leads to the user’s purchasing decision.
It is worth noting the following: all companies offer an experience to the consumer. It is up to each one to choose how this relationship will be.
How important is it to have satisfied customers?
Let’s think about it for a moment. Surely you’ve had a bad bi project: how can an it service integrator contribute to its implementation? with a company. In some cases, the dissatisfaction was so high that it outweighed the desire to purchase the product or service, right?
This experience led you to no longer want the product or brand. You recommended that friends, family and people close to you not purchase the product. Full of indignation, you reported the incident on a social network. Interacting with other people, you were advised to leave a negative review on specific complaint sites and on Google Local.
What was the result of your bad experience for the company? It didn’t generate revenue, since you didn’t complete the purchase, and it influenced the brand’s reputation.
Now, imagine your customers reacting the same way to your company?
To avoid situations like these, organizations need to internally disseminate the importance of providing customers with an excellent experience. They need to understand that the entire organization is responsible for this stage and the impact that CX can have on the organization.
Advantages of providing an excellent experience
Now, after understanding the importance of b2b reviews satisfied customers, the benefits that the company gains from having a good relationship with the customer become clear.
- Loyalty: the more relevant the customer experience, the greater the chances of them returning and making another purchase.
- Word-of-mouth marketing: customers share their experience and recommend it to others.
- Friendly customer: even if there is an error, such as a delay in the delivery of a product, the customer is more understanding and understands that errors can happen.
- Honest feedback: Feedback given by customers is used more effectively as it portrays a more honest opinion.
How to improve customer experience?
We are constantly sharing information about our consumption, desires, needs and expectations. You search for a product on Google and, minutes later, your social network is bombarded with profiles of stores that offer that product you searched for.
This means that the data provided was used to provide you with a variety of options within what you are looking for. And this is exactly what companies should do with their consumers: use the data to find out what they want.
Data should be used not only to understand whether the company is on the right track. Out also to understand what the expectations are for the future. Whether to improve the current product or to launch a new product on the market.