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Delivering excellent customer experience (CX) is one of the most important parts of a successful business. Satisfied and happy customers can impact every level of your company - but what are the most important customer experience components? Here, we look at the three main components of a great customer experience.

Reliability

At every level, reliability is a main key to providing the best customer experience. Customers will be relying on you to support critical and non-critical business activities seamlessly, so the reliability of your systems is highly important. This includes your network and other technology you utilise. You will need to assess your business to ensure that you have business continuity management for those unexpected events and ensure that you have end-to-end security. Making sure that you are well-positioned to mitigate threats and manage risk is a lot of work, but it translates to a smooth experience for your customers.

Availability

No one likes trying to get through to an organisation many times only to find an answering machine or an automatic reply. This can lead to building frustration, complaints and a loss of loyalty and business reputation. Customers want their enquiries to be answered comprehensively, within a reasonable time frame. It is important to remember that these enquiries are highly important to the customer and they do not want to wait around for the answers to their questions. Being readily available and well informed is an important part of providing a high level of customer experience. This includes always replying to enquiries, whether in the form of a missed call, an email, or a completed Contact Us form – many companies fail to follow up with potential customers.

Adaptation

No two customers are exactly the same, and what works for one customer may not work for another. Always providing the same solutions is never going to be the best option, so knowing how to adapt is vital. You should be able to provide your customers with scalable solutions and services. These will be tailored to each customer based on their specific requirements, making their experience feel a little more personal and bespoke. With this in mind, you can develop personalised integrated solutions to achieve this level of adaptation with every customer.

Every component of a good customer experience should matter to your company, but it can be different to know how to implement them. Investor in Customers can help you to develop a more customer-centric approach to your business practices and show you how this can help you to grow and succeed. Get in touch with us to find out more.

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