The customer experience starts with the first contact made with a prospective buyer and continues through to beyond the support and follow up on an order. Each customer will have a definition in their mind of what constitutes a good experience. It makes a lot of sense to know what that is. In the 2021 Customer Experience Trend Survey Report, 77% of respondents reported being more loyal to a company that offers a good customer experience; 50% said that the customer experience is more important today than a year ago. 72% said they are willing to spend more from a company that offers a good customer experience. If a good experience equates to better value in the customer’s mind, then that value is worth paying a higher price.
If your employees can’t describe the customer experience, then how can they provide a consistently good one? The experience needs to be universally known and used versus being dependent upon your customer getting the one good team that provides good service.
