The power of a great customer experience

Are your business operations focused around the customer? For many, customers are at the heart of their business - and with good reason. Providing customers with the best experience possible has more benefits then people may realise.

What is customer experience and why is it so important?

Customer experience is a customer’s holistic perception of your business/brand based on their personal experience (Hotjar, 2019). Whether it be through visits to your website, phone communications, face-to-face interactions with your frontline staff, or experiences with a product, every interaction leaves an impact. It’s these impacts that will determine the customer’s experience with your business.

Customer experience is very powerful in the sense that it will dictate whether or not the customer intends to interact with your business again; that is, a positive customer experience leads to positive business in the future.

Here are some more reasons why you should invest in a good customer experience:

So, now that you know the importance of a good customer experience, it's time to look at strategies to help you improve yours. Check out this blog on how to implement multi-channel customer support in your organisation.