How Does Customer Experience Drive Business Growth?
Customer experience is a crucial aspect of business growth. Customer experience is the way customers perceive a brand and its products or services, from the moment they reach out to the organization, to when they make a purchase, and beyond. It includes everything from how easy it is for customers to navigate your website and find what they're looking for, to how well you answer their questions over the phone or in person. In this article, we look at how exactly customer experience drives business growth.
Customer experience is the most important tool a business can have in its arsenal. It drives loyalty, which in turn drives growth. It's simple: customers who have a positive experience are more likely to return than those who have a negative one. Studies have shown that 92% of companies experience increased customer loyalty as a result of improved customer experience. Your business will grow as long as you have loyal customers. In addition, when a customer feels like they are being taken care of by a business, they will often spend more money with them and recommend them to friends. The key to creating an exceptional customer experience is listening to what your customers want and need and then working hard to provide it.
WORD OF MOUTH
According to Power Reviews, 95% of consumers read reviews and 86% consider them essential for their decision-making. Therefore, what people say about you online is very important. The best way to ensure that customers are satisfied and will spread the word about your business is by focusing on customer experience. Customers are more likely to share positive experiences with their peers than negative ones; therefore, you must do everything in your power to keep your customers happy.
Receiving poor reviews due to bad customer experiences? This can be a beneficial thing to your business. A lot of the time these will outline issues in your business, meaning you can improve it, growing your business and making it better. For example, if someone complains about a product not arriving on time and you know that this is due to a problem with delivery companies, then you can work out whether changing couriers would make a difference or not. This feedback allows you to improve your business and the experience that customers have with your brand.
INVESTOR IN CUSTOMERS
Want to learn more about customer experience? If you're interested in learning more, get in touch with us now or download our guide.
Image Source: Unsplash