Customer experience is defined by connections between a customer and a company all throughout their business affiliation. A relationship can include responsiveness, support, acquisitions and service.
“2018 will be the year of servicing consumer needs before they even arise. Brands leveraging the right data and analytics to deliver impactful customer experiences will rise to the top.” – Andy Yost, CMO, Gannett
Customer experience is important because a customer who has an affirmative experience with a product or business is more likely to become a faithful customer. It is the totality of all interaction, from discovering and exploring a product to spending and buying to actually using the product and following up with the brand subsequently. Customer experience deals with how customers feel about a company overall and includes the emotional, physical, psychological connection customers have with a brand. It isn’t a one-off interaction, but rather includes the total customer lifecycle and every touch point a customer has with a product or service.
If these notions all sound alike, it’s because they all contribute to a company delivering on its promises and building loyal, satisfied customers. Customer experience is the supreme sum of all interactions, and customer service and customer care are pieces of that puzzle.
“Get to know your customers. Humanize them. Humanize yourself. It’s worth it.” – Kristin Smaby
Customer service is an important part of the whole involvement—according to Customer Think, practically 75% of customers who leave do so because they aren’t satisfied with customer service. However, customer service and customer care often fall under the accountability of one department, while everyone in the group should be capitalized in customer experience.
A main difference is customer service is responsive and often is only used when a customer isn’t satisfied. If a customer has an issue with a product or service that is normally the only time they would contact customer service. Conversely, customer experience is proactive and aims to reach every customer. The objective of customer experience in many cases is to evade customers having to contact customer service. While customer service may only be a one-time interaction, customer experience is a complete method that aims to stay with the customer every time they think of the company.
Customer experience is more than just a catchphrase—it should be at the heart of everything a company does. By including customer service and customer care, brands can exceed anticipations and pleasure customers.
“Loyal customers are 5x as likely to repurchase, 5x as likely to forgive, 7x as likely to try a new offering, and 4x as likely to refer.”- Temkin Group
Majority of business executives believe that an improved customer experience influences the willingness of a customer to be a loyal promoter. This principle we have in Open Look is to have your customers to stay loyal. We will invest in their experience for the benefit of your business to progress.
How Open Look Can Help
With customer-focused staff, Open Look endeavors to become a valuable extension of each business truly establishing a teamwork culture working towards business success. Our exceptional setup primarily allows for flexibility in order to quickly adjust and meet the evolving needs of each modern business and their customers. Our mantra will always be: “Triple your productivity, grow your current customer base, increase sales volume and improve customer experience.” Call Open Look today.