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1.75 min read
What Is Customer Experience?
At its core, customer experience, is the way a customer perceives their interaction with an organization.
GHA defines customer experience as the impression you leave with your customer, resulting in how they think of your "brand", (you and the organization's brand) across every stage of the customer journey.
A customer experience can happen in all sorts of ways. It happens in-person, over the phone, or online and through all phases of customer interaction. Customer experience could happen while:
- Visiting a website
- Entering a GHA establishment
- Reading an email
- Interacting with an employee in person or over the phone
These are just a few examples. Customer experience happens in many ways, and each interaction shapes the overall perception that a person has about an organization. It leaves people with a lasting impression and builds the foundation of their opinion about a brand.
Why Does Customer Experience Matter?
While it may seem like extra effort to focus on customer experience, it is worth it. The value of concentrating on customer experiences is high:
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Improved customer loyalty and satisfaction- a great customer experience builds a foundation of loyalty and improves customer satisfaction. People are looking for and have come to expect high quality products and services.
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Equal service with the private-sector- private-sector interactions are constantly raising customer expectations as well as innovations in technology which mean customers want faster, more efficient and on-demand services. As a result, a customer is always comparing their different brand experiences. Consumers expect the same level of attentive service from their housing provider as they do from their local café or restaurant.
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Improved trust among customers- Trust is a pillar of great customer experience. When customers trust an organization, they are more likely to communicate any complaints directly. This enables a company to manage its brand reputation without resorting to public outrage.
Making each one of your customers feel special and unique will send a positive message: they are cared for and important to your organization. By doing so, you have a better chance at building trust with them, and therefore, at creating a strong, long-lasting relationship and optimizing their customer experience.
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