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customer experience

Why is customer experience so important?

Everybody is talking about customer experience nowadays, but what is CX, and why is it so important?

All of the interactions a customer has with your company, brand, product, or service, along their customer journey, how they feel about all those interactions, and the outcome is Customer Experience. From discovering the brand, receiving information about products or services, pricing models, and purchasing options to post-purchase handling, troubleshooting, and support, it shapes the Customer Experience. And it doesn’t matter if their interactions are offline (in a physical store) or online (e-commerce or social media, email, etc.). Everything contributes to their overall Customer Experience. And today, this is especially important. In essence, Customer Experience = Brand Experience.

It’s a fairly large field of brands out in this world, and each of them is unique, as every single one of their customers is. Therefore, today it’s all about knowing your customers, asking them the right questions, listening to their responses, and acting on their feedback. All of this adds up to an amazing Customer Experience. Making your customers feel heard is the key to success, as healthy customer relationships create vibrant and long-standing businesses. It’s not unknown that a great customer experience improves Customer Lifetime Value (CLV), improves Customer Retention and CSAT score, and increases loyalty and brand advocacy. And this is precisely why Customer Experience is so important.

Customer experience employees

The power is in the customers, not in the brands.

Will you and your company fail to meet a customer’s need – you’re domed. They sit on the throne today. Like never in the history of business, customers have the power to shape how business is done. And at the end, every business exists to serve its customers.

So, naturally, Customer Experience has become a top priority for almost every company today. If you like your brand to be good-standing, especially in the eyes o your customers, you ought to make CX right. If your customers like your brand and the experience, they will talk about it loud and clear. They will share on social media; they will spread the word of mouth, review, refer and bring new customers in. BUT they will do the same if they’re unsatisfied, in a much worse and more aggressive way. And believe it or not, there isn’t anything like a furious and unsatisfied customer today.

The shift from a profit-centric to a customer-centric business model

As Customer Experience has become the real game-changer, all successful businesses are obsessed with delivering mind-blowing customer experiences. The latest trends are shifting from profit-centric to a customer-centric business model. However, building a customer-centric business model and excellent customer experience requires company-wide commitment and trustworthy partners. But sometimes, this is easier said than done. And as much as companies like to make this shift, many fail to deliver.

Clickable image with pdf file for customer experience

Getting your business to the next level

Today, an average customer uses at least three devices for communication. In their ideal world, they want a seamless transition among all devices. Picking up from tablet to smartphone to desktop to person—should be the foundation of the next-generation Customer Experience. But all of this is an exhausting and overwhelming process, and not all companies can do it well. Especially when “well” is not good enough anymore. CX needs to be amazing! That’s why many businesses decide to outsource the Customer Experience to BPO providers and contact centers. And it seems the right thing to do. By outsourcing CX, you ensure your customers are handled professionally and promptly. And with that, the overall experience of your brand is rising to another level. Once happy, your customer not only will choose your brand among other competitors but most probably will come and ask for more.

[Тhe definitive guide to outsourcing services]

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