The importance of a great customer experience can’t be overstated. that’s because a great customer experience is the key to meeting — and better yet, exceeding — your customers’ expectations. Brands need to communicate values that are important to customers.
For sure, values like reliability and dependability come to mind. And, brands need to actually provide the benefits and experience promised in the brand’s messaging. In that way, there lies great opportunity in delivering what you promised and then surprising customers with an extra measure of care, service and support.
Customer experience is the overall experience — from discovery of the brand to purchase confirmation. It is a vital part of customer relationship management (CRM). Moreover, customer experience is extremely important because a positive experience with a brand can transform a consumer into a loyal, repeat customer. That’s why we’ve included in this article an infographic showing statistics related to the importance of a great customer experience.
The Basis of Exceptional Customer Experience
The basis of an exceptional customer experience is providing good customer service. While consumers still make phone calls to seek customer support, they are often required to schedule the support call. An online appointment scheduler embedded in the company’s website can enable all businesses to meet consumer demand for online appointment self-scheduling. In doing so, you will satisfy 70% of consumers who seek this convenience as part of their experience with your brand.
What Customer Experience Studies Reveal
According to a MarketingCharts study, 74% of senior executives believe that customer experience has a huge impact on transforming customers into loyal brand advocates. What’s more, 6 out of 10 executives also strongly believe that customers will switch brands due to a poor experience with a brand.
Surveyed executives also indicated that up to 21% of annual revenue is lost as a result of not offering a positive, consistent, brand-relevant customer experience.
The infographic below details other important statistics about the customer experience that all brands — B2C and B2B — need to know.
The Importance of a Great Customer Experience