Many wonder what Customer Experience (CX) is. The answer is the control and management of the quality of customers' experiences with your company. Whether in person or online, the Customer Experience aims to analyze everything from the physical structure to after-sales, thus realizing the real opinions of customers.
We are in the Age of the Customer, where all the focus must be on the customer, on their needs and dissatisfactions. Knowing this, having a good Customer Experience strategy is essential. Nowadays, consumers don't just demand good service, they already expect a qualified and differentiated consumption experience.
With the internet and technology advancement, it is necessary to adapt in order to offer a quality multichannel assistance, serving all fronts of your business.
Technology has also generated a change in consumer behavior, making them more demanding when it comes to delivering quality, speed, innovation and, most importantly, having their expectations exceeded.
Customers prefer real and smart experiences that make them feel part of something bigger. When we talk about technology and assistance, we are not referring to a chatbot with vague and ineffective answers, we are talking about real problem solving or offering the attention that the customer needs in the best possible way.
Customer service is the service stage during the purchase process, solving possible doubts and helping to finalize the sale. Customer Experience is a broader term, involving all stages of the consumer's journey, from the moment he learns about the brand, reaches out, makes the purchase, returns to your store and after-sales service.
To apply the Customer Experience (CX) it is important to base your strategy on the 3 fundamental pillars: effort, emotional and success.
Bear in mind the goal of minimizing the effort that the customer has to make, whether to complete the purchase, to find information or to speak with your company's SAC.
Focus on fast and effective service , a website with an accessible layout and language, a qualified team to serve your customers and a sufficient number of personnel for the demand.
Create bonds with your customers, listen to them, offer a personalized experience when possible, show them how special they are to your company and, most importantly, make them feel heard.
This is the time to ensure that everything runs perfectly and that your customer has the best experience with your brand. This involves the process from start to finish, from the first contact to a post-sales with positive feedback, and in the future customer loyalty.
Okay, now that the concept of Customer Experience is clear, you might be wondering, “but why is CX so important for my company?”
From the moment you listen to what your customers have to say about your product, service and structure, it becomes much easier to adapt your environment to please them. Furthermore, customers feel part of the whole when they feel heard.
With CX you can have an accurate notion of which aspect to improve or include in the consumer journey , preventing you from creating solutions that would not be well received.
Surely you know companies that offer the same service. If the competitor invests in good communication with its clientele and creates bonds with them, what is the result? A skyrocketing increase in customers!
When your customer is surprised on their consumer journey, feels heard and has a quality product in their hands, they become the brand's greatest advocate, recommending it to friends, sharing it on social networks and giving preference to the brand whenever an opportunity appears.
A customer who feels heard, sees improvements being made according to his feedback and receives a good product or service, tends to remain loyal to the company in question.
Need more reasons? Satisfied customers become loyal to your company, recommend it to acquaintances and increase your customer base. Customer Experience should not be an obligation, but an investment with a guaranteed return.
Prevent your customers from canceling their purchases or making returns by offering them fast and effective service, an intuitive platform and a quality product.
By having this conversation with customers, you will be able to restructure your processes and develop better actions, always being on top of market trends and what really piques the interest of your clientele.
Just as you learn a lot from customers, customers can also learn from your company , whether it's about your product and service or how to apply the good experience they’ve had in their own companies.
When there is a listening channel and an attentive service, it is normal to meet new people and create bonds with them, thus also creating possibilities for new partnerships.
Here at levva, our business is built around meeting the needs of our customers, and we work closely with Customer Experience, generating insights and optimizing many processes in our team.
Now you already know what Customer Experience is,it's time to implement it in your company. After these reasons, there's no other option but to start. :)
If you liked today's text, you'll love to learn more about user experience. Make sure to click on the link for this really cool article.
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