Customer Experience and Why It Matters

Everyone has to deal with that one or two really angry customers that make you question why you ever decided to do what you do. Take a deep breath, step back- and really listen to that you client is saying. Read between the lines.

I know what you’re thinking. Leave that to the customer service guys. This is not a job that just the customer service department needs to handle. Every member of a company needs to know how to interact with the clients and judge what it is that they need, what they’re expecting and what is delivered to them.

Looking to build customer loyalty? You answer lies in the practice of being sensitive to customer interactions and building your business around their reactions. Studies have shown that superior customer experience can be the deciding factor for a client in choosing a company. Jerry Gregoire, former Chief Information Officer of Dell Computers, also believes the customer experience is important. He says that “the customer experience is the next competitive battleground.” In the pressure of today’s competitive market, how do you make yourself unique? Offer lower prices? Everyone else is doing that. Customer experience gives you the perfect platform to differentiate yourself in such a way that you are truly unique. No two companies can offer the same customer experience. Here lies your chance to succeed. Clients value doing business with companies that offer exceptional services and are also prepared to see them through to the end. They value being valued and they will go back again and again to a company that makes them feel that way.

Providing an above average experience for a client will lead you to stick in their minds and mention you to others who will mention you to others and before you know it, you’re getting referrals. To get that ball rolling, you need to maximize their user experience to become above and beyond what they were expecting and there you have it: in had walked a client and out walks an enthusiastic advocate.

Focusing on an overall customer experience that your company is delivering will give you an edge in creating consistency, which is something that the majority of the clients will look for, whether it is from sales, accounts, customer service, support or any other department. And that is what you should aim to provide. What better way to exceed customer expectations and increase customer loyalty than to provide them with an exceptional customer experience every step of the way?  Get to it.