Customer experience is the relationship between a service or products of a company with customers. It is considered as the ultimate point of business opportunity for companies in the future. Customer is the ultimate end goal where our product or service gets its price. Through customer experience, we can drive our business and achieve success. We provide and sell several products and services to our customers.
Customer experience is a building block for your business; moreover, companies that focus on Customer experience reduce their churn and gain higher profit in their business. Customer experience helps in the business growth of the company.
Each company looks into its options on how to grow their business by focusing on customers’ actual necessities of life.
What customer experience is?
The main aim of customer experience is to know how your company treats your customers. The kind of perception you have towards your customer’s behaviour builds a good or bad relationship with your company, moreover, this relation increases the credibility of your company.
This means that if your customer likes your service, they will continue to get your service and also recommend others for your service. In this way, your business will start growing day by day. Therefore, all companies need to focus mainly on customer service. To achieve this goal you must focus to get in-depth knowledge of your customers.
Though it is not an easy task, however with some techniques you can get approximate data that will help you in building a relationship with your customer. This will help you in increasing your business indirectly. The fact is that it does not matter who is the owner of this business.
If the experience of your customers with your company is good, then this naturally will improve retention, satisfaction and revenue of your business.
Here are some steps which proved that good experience with customers drives your business
Treatment of customer
A customer wants to get respect and trust from your company. Customers cannot do business with a company that treats him/her poorly or does not have respect for him/her. When a customer wants to clear his doubts and calls the customer care support executive of Your Company.
He/she immediately makes a future decision whether he should continue doing business with you or stop it. If a customer gets a good response from your customer support executive he feels happy and gets satisfied, but poor interaction decreases his/her interest in your company.
It has been also experienced that about 88% of companies are now giving more importance to the customer care department because business starts from there. Now, more companies are giving much importance to this department and are investing in it.
In short, if you have to stand your business and see its growth day by day you have started from the customer care service department. In short, it is the opening window of your business.
Multi-Channel service will increase the experience of customers
If you want to build a perfect and non-stop relationship with your customers, you have to build a multi-channel for interaction with your customers. Interaction with your customers through the website, live chat, social media, etc will increase the experiences of your customers with your company.
It also builds the trust of your company. Customers while interacting with your company through different channels may be positive and accept different service levels. However, they also expect that the interaction will remain balanced.
In short, multi-channeling of services helps in business growth of a company.
A better example of this point is from Ingvar Kamprad Elmtaryd Agunnaryd (IKEA) a furniture company of Sweden. This company heavily invests in customer experience. They got satisfying results from this activity.
IKEA is one of the biggest growing companies in the world in customer experience. That is why their revenues have reached $40 billion worldwide.
The result and execution of service of the company through multi-channels has motivated more companies of the world to invest in this experience. Moreover, according to a report by PWC in 2020 beginning, the companies investing in multichannel experience has increased from 20% to 80% at present.
Mobile customer priority
Thinking to provide positive experience across multi-channels for customers, experience through mobile phones is expected to increase action. Business growth is impossible without a friendly based access of your company business through the internet. Good experience of your services on the mobile phone can help you to grab the attention of your customers instantly; however, a bad experience can decrease your company’s reputation immediately.
In this 21 century more customers use mobile phones and access websites on their mobile rather than through laptops and computers. So approximately more customers want that a website should be mobile-friendly. If a website of your company is not mobile-friendly, about 50% of customers cannot use your company’s site, irrespective they like your business.
By providing a website not mobile-friendly, you are putting your business at risk. As more business takes place through mobile phones instead of computers. Therefore, more companies are focusing on business through mobile phones.
A Frustrated customer will lead to churn your business
If a customer has a good experience with your company’s business, it is expected that he/she will not share the reviews of your business with more people. However, if a customer has a bad experience with your company, it is predicted that he/she can share this experience with more people than expected.
This will affect your business badly if your customer has a bad experience with your company. This is the biggest challenge of the company to find out if the customer is satisfied or not from your services. Moreover, it has been observed that several times, customers did not share their feedback with the company.
Business growth is impossible without reading the actual needs of the customer. Growth of business takes place when more focus is given to customer’s necessities and this cannot be done when customer support of the company is not responding to customers.
Are they happy or unhappy with the services of your company? The expectations of customers are high and it is difficult for companies to meet and fulfil these expectations of customers.
According to a PWC report of customer service, who surveyed 15000 customers and found that out of 1 in 3 customers have one single bad experience with the company. They will leave it even if it is their loving brand. This process becomes worse if such bad experience continues 92% of customers will leave after such experience with the company.
Self-Service gives more
Self-service is a reliable and easy way to get info about company services than any other mode. Companies that provide self-services about the products or services of the company are more accessible to customers than other modes of interaction. Become successful in attracting customers towards their products and services.
Moreover, these companies can gain many more customers than other companies who do not provide self-services for their customers.
In today’s world, about 67% of customers prefer self-service than taking help from the company using the telephone. In short, if a customer faces any type of problem. Every possible solution from your company should be available to the customer.
A good business growth strategy
Growth of business is impossible without a good strategy for business. If any person who has established a company wants to grow it. He/she has to clearly focus on the plan. Moreover, a good strategy leads to profit in business while a bad business plan leads to a loss in business.
Customer experience helps web development company to grow their business more and avoid loss when they do business with a good strategy. more traffic is grown towards their business when they adopt a better plan for their business. The growth of business is essential for better service for customers.
To conclude, the experience of a customer is important for the growth of the company. You have to maintain statistics of customer experience in your company to become successful.
Customer experience is the overall experience of a customer that he/she gets from the company’s products or services. It helps the company as well as customers to choose a better way to connect with each other. Moreover, it builds a relationship of trust, dedication, courage and credibility between the two.
Business growth reaches the highest level when a web development company adopts and maintains a good perception of business towards customers.
It helps them to create a wide area of opportunities and helps them to move forward to connect with each other and remain in touch. Customer experience helps a company to make a success in the online business world. Future strategies are planned according to customer feedback through the customer service support department. which helps a company to develop its future plans.
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