Why is customer experience important?

How do you develop a Customer Experience Strategy?
December 4, 2019
What is the difference between customer experience and customer service?
December 4, 2019

Why is customer experience  important?experience and customer service?


As word of mouth continues to travel faster, the stakes have become higher than ever. The rise of technology has empowered the customers of today to such a degree that negative word of mouth could possibly trigger a domino effect leading to your company’s downfall. This is why downplaying the importance of customer experience is no longer an option.

Statistics show that companies that lead in customer experience outperform others by nearly 80%. If this isn’t enough to convince you about the importance of customer experience, don’t worry, we have got more reasons in store for you.

Higher customer satisfaction

For starters, let us enlighten you about how better customer experiences lead to happier customers. A satisfied customer can bring 14 times more revenue than a dissatisfied customer. Positive customer experiences provide the chance to satisfy customers and also exceed their expectations. It gives the opportunity that companies need to grab on by providing that ‘extra care’ and ‘support’ to the customers. The key is to create seamless experiences across the entire customer journey, ensuring that the promise of positive customer experience is met and exceeded at all times.

Increased brand loyalty

Getting a new customer can cost 7 times more than retaining the current one. This shows that investing in your existing customers can prove to be easier and beneficial for the company in the long run. Companies need to create such experiences that ensure your customers keep coming back to you. You need to provide experiences that by adding value to their business can bring value to you as well.

Positive referrals

Who can advocate your brand for free? Your customers. In a completive environment, positive word of mouth is one of the most precious things for companies. Customers rely on their peers’ recommendations more than adverts. Which is why referrals should be important to you. By delivering experiences that center around the customers, you are creating customers for life.

Providing memorable customer experiences can help you build lifelong relationships with your customers. The experiences you provide to your customers are the reflection of your entire company, ones that stay in their minds forever. Now that you know the importance of customer experience, are you ready to derive your customer experience strategy?

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Antlere is a state-of-the-art Customer Experience Management Platform that allows businesses to Measure Customer Experience, Gain Actionable Insights and Engage with Customers to foster better relationship. (Get Free Demo) (Contact us)

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