Customer Experience Part Deux
In October we talked about the new ‘word of mouth’ that is driven by The Customer Experience. Customer Experience, also known as CX, is your customers' holistic perception of their experience with your business or brand. CX is the result of every interaction a customer has with your business, from navigating the website to talking to customer service and receiving the product/service they bought from you. I said I’d be passing on articles that I’d been saving on the subject. Next up is an article written by Rick Phillips entitled ‘The devil is in the details - four factors that will enhance the customer experience.’ In the article Phillips speaks of the extremely competitive environment that we all work in. You compete every day, some you win, some you lose, but he says it’s typically something minor that makes the difference. He suggests that you pay attention to the little details and that will give your customers peace of mind. Doing business with a well-run organization makes them feel good. Here’s the key elements that will impact your C:
1. Convenience. Be easy to do business with.
2. Reliability. Don’t over commit and be sure to follow through. People want to surround themselves with reliable people.
3. Responsiveness. It’s forgivable to make an error but a poor response to a complaint or request will make someone feel ignored.
4. Consistency. In business it’s not an option. Let your customers know what they can expect and you’ll build loyalty.
To read the article just click