3 minute read
Chamber Spotlight
CHAMBER SPOTLIGHT: The Race for the Heart of Your Customer
IIf you want to win the race, you must first win the heart of the customer.
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In times like these, how do you stand out amongst your competitors? Customers no longer base their loyalty just on price or product. Instead, they stay loyal to companies that provide them the experience they want.
Providing an excellent customer experience means your customers will spend more. In fact, 86% of buyers are willing to pay more for a great customer experience per American Express.
So, what is the customer experience? Customer experience is defined by the interactions and experiences your customer has with your business throughout the entire customer journey.
In other words, if they like you and continue to like you, they will do business with you for a long time and recommend you to others.
It makes sense, right?
The happier you are with a brand, the longer you stay with them. • 1 in 3 customers will leave a brand they love after just one bad experience. • Customers are willing to pay a price premium of up to 13% for luxury and indulgence services by merely receiving a great customer experience. • 49% of buyers have made impulse purchases after receiving a more personalized customer experience. • Customers that rate companies with a high customer experience score spend 140% more and remain loyal up to 6 years.
So, isn’t customer experience the same as customer service?
In most situations, a customer’s first experience with your company is an interaction with an employee either by phone or in person. At this time, your employee can provide excellent customer service. However, this is only one component of the customer’s experience.
An example would be when a customer places an order with your friendly and helpful business and are told 7-10 business days the order should be received. Then on the 7th day, they receive a call that it is ready, that is, customer experience. The examples could go on and on with all industries.
That how the difference is noticed by your customers. It is more about person-to-person service and ways that you can connect to your customers in new and exciting ways.
Customer expectations are rising and faster than most companies are prepared for. Customers expect every interaction from start to finish to be the best experience with any company, including yours.
Ways to improve your customer’s experience:
• Create a clear customer-focused vision that your company can embed in its culture. Define a vision to create a set of statements that act as guiding principles.
• Understanding who your customers are. • By understanding what your customers’ needs and wants are, then you can connect and empathize with different situations that your customers face.
• Create an emotional connection with your customers. • Customers become loyal because they are emotionally attached, and they remember how they feel when they use a product or service.
• Mobile customer experience is a priority. • 57% of customers won’t recommend a business with a poorly designed website on mobile. • If it isn’t mobile-friendly, 50% will stop visiting, even if they like the business
• Capture customer feedback in real-time. • 72% of customers will share a positive experience with 6 or more people (Esteban Kolsy) • 13% of customers will share a negative experience with 15 or more people (Esteban Kolsy) • The balance just leave.
• Identify the training needs of each member of your team. • The more your employees understand and buy-into the vision of the company, the more that they convey that to your customer base.
• Listen to your employee’s feedback. • They have a direct line of communication with the customers, they are listening.
Customer expectations are higher than ever, and word of mouth travels fast! Customers are more empowered than ever. With today’s climate, the importance of the customer experience is vital to the longevity of your business.
At the Moore Chamber of Commerce, we believe heavily in the customer experience. We value the input and support we receive from our members. And as a result. we in turn reinvest heavily in them as well as the community. The Moore Chamber believes in the long-term and short-term goals of the business community and work for their betterment. Together we can continue to make Moore a great place to do business.
Sources: superoffice.com