What is a customer experience?
All interactions, customers have with a company and its services/products are called customer experience or CX. It begins when the customer starts dealing with a company.
CX is about providing an effective, usable, and satisfying experience. The main factor is to provide it to every customer, every time and everywhere. It is about exceeding customer expectations, helping them, and caring for customers. It is like a partnership and every experience has an impact on it. Invest in CX and it will increase your sales and revenues.
Every contact we have with the customer influences whether they will come back. We have to be great every time or we'll lose them.
What are the benefits of good customer experience?
- loyal customers
- new customers
- higher revenue
- customer engagement
- customer retention
Why is customer experience so important?
According to Harvard Business Reviews, customer experience has never been more important. The study says that the customer who had a good CX is likely to spend 140% more. This is in comparison to the customer who had a bad CX. Investing in your CX is cheaper for your business in the long term. The reason is that an unhappy customer requires more to solve their dissatisfaction.
Another factor mentioned in the Harvard business reviews study was customer loyalty. It showed that good CX gives a 74% chance of retaining a customer next year. But with a poor CX, this leaves the company with a 43% chance of retaining the customer next year.
How to improve your CX with customer service software?
Customer service software, such as LiveAgent, provides fast and efficient communication with customers. Customer representatives can work within one software. LiveAgent gives the ability to communicate with customers from multiple channels.
LiveAgent Features that improve CX:
- Knowledge Base articles (Self-service portal)
- Call center, Email, Social Media, LiveChat
- Canned responses
- Automated ticket distribution
- Time tracking
- Analytics overview
- Multi-channel data collection
- Mobile overview of customer inquiries
Learn more about all LiveAgent Features.
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Frequently asked questions
What does the term customer experience mean?
Customer experience (or CX) refers to all interactions between a customer and a company. It includes both the experience related to the technical side, as well as, for example, experiences related to contact with a representative of a given brand, i.e. customer service.
What are the pillars of customer experience?
There are six main pillars of the customer experience. The first is personalization, that is, focusing on the customer to create an emotional bond with him. The second pillar is honesty, which is based on mutual trust and credibility. The third pillar is expectations. The point here is to be aware of what customers expect and what to do to exceed them. Another foundation is taking responsibility for finding a solution to the problem. The next point is the ability to simplify customer service as much as possible, which the customer should spend as little time and effort as possible. The last pillar is empathy, i.e. creating individual relationships with clients based on the context of the situation.
How to improve customer experience?
To improve the customer experience, the first thing you need to do is understand the customer, put yourself in their shoes and ask yourself: what can we improve? An equally important point is excellent customer service, which will allow you to efficiently solve customer problems, and also give you the opportunity to listen to them in real time. Relying on regular customer feedback is a way to improve your customer experience.
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