If you want your business to be the best of its kind, you need to focus on the customer experiences. So, what is the customer experience? It is the sum of all the relationships of a business and their customer. Coming down to the individual level, customer experience is restricted to one person. And all of these experiences add up to create a business’ public image. Customer experience is important for every firm as it defines its future starting with the customer lifetime value, CLV.
How are CX and CLV related?
Let’s do this with an example. Suppose you are a tech geek and are interested in the buying and selling of computer products. For starters, you may have to buy quality parts to create your value in the market. And so, you start checking out different outlets of computer parts. You buy a product from any organization, use it and like it. If the product’s quality is superior and you are satisfied with it, you would always go back to the same organization to buy such items.
This satisfaction is termed as customer experience and as it has led you back to the same organization, you are investing in them. This investment throughout your interaction with the firm is termed as customer lifetime value, CLV. In the end, it is a cycle. The firm invests in the product to create quality and then gets revenue and profit from it in the form of CLVs.
Importance of a great CX
By now, it is quite clear why customer experience is important. It is vital for any company’s repute and senescence. And that is why big organizations have a customer relationship management department to take good care of their customers and provide prime services and experience.
What are the parts of the customer experience?
If you think that customer experience begins after they buy from you, you are wrong. To understand what is customer experience, you need to put yourself in a customer’s shoes. CX begins with educating the customers about the brand. And this is where proper marketing comes in. If you are advertising for your brand without informing the public about its objectives and niche, you are failing. The public is automatically driven towards you if you have designed the awareness strategies properly.
After awareness, discovery is the other element of CX, and then comes the cultivation. Once your brand is discovered, is it appealing enough for the customer to visit it and check your products out? Marketing strategies focus on structuring in a way that is positive in appeal. After the advocacy, purchases occur.
You may have noticed that on any famous brand’s outlet, attendants are placed who deals with customers. They listen to your concerns and take you to what you are looking for. This dealing strategy is a golden tool in determining a valuable experience.
It does not end here. After the purchase has been completed, the actual customer experience begins. Companies target this point and try to inculcate the best strategies here to maximize their revenue. Response forms and cashback services are crucial for good customer experience. If the customer is not satisfied with the product, you can still remedy the situation by proposing unique services. This helps the customer rethink and it usually works in favor of the organizations.