In the previous post we discussed the measurement of customer satisfaction as a part of the service. In this blog post, we will dive deeper into why good customer experience is important. Furthermore, we will look into exactly how much it can affect a business and its sales.
In recent years, the customer’s experience of the purchased product or service has become increasingly important when it comes to making a decision. Nowadays, it factors in more than the price of the product or service. The brand experience, product experience and employee experience all affect the customer experience. Therefore it is important to understand the intricacies of building a good customer experience.
Building the experience
Previously, the brand image created through marketing was enough to generate brand loyalty and more sales. Nowadays it is simply not enough for a long-term brand loyalty. Customers are only loyal to brands which have the ability to stay relevant in their lives. Therefore the development of the customer experience is even more crucial to the success of the brand.
“Brands with superior customer experience
bring in 5.7 times more revenue than competitors
that lag in customer experience.” -Forbes
The product experience is connected to the organization’s product strategy, design, pricing and the product lifespan. Launching new products is always a financial risk. The company must understand that if the product is at the end of its lifespan, new competing products might bring trouble to the whole organization. That is precisely why it is important to understand the benefits of the product from the customers’ point of view.
“Customer-centric companies are 60% more
profitablethan companies that don’t focus
on customers.” -Forbes
For example the Temkin Group have done research on the customer experience. According to their research in 2018, those organizations, which put effort into the customer experience, earned a 77,5% growth in trade. Other research point to the same conclusion.
“Loyal customers are five times more likely
to purchase again and four times more likely
to refer a friend to the company.” -Forbes
Husky’s service management software is a great tool in developing the customer experience. We at Husky put effort into ensuring your end customer will have a better customer experience. The contract management is one way to make sure the organization tends to its customers exactly when and how the contract says. The software supervises and reminds both the customer and the service provider of the agreed course of action. Furthermore, the whole process can even be automated.
Another crucial service the system enables is customer satisfaction surveys. These can be easily done after each completed job or as a separate questionnaire to all customers. After all, measuring customer satisfaction is a crucial part of the process.