To Give Real Service You Must Add Something Which Cannot Be Bought or Measured With Money.
That is 'Customer Experience'
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The Question I Get Asked Most Often...
Is The Customer Always Right?
The simple answer is no. However; Treat them as though they are! You must NEVER, EVER argue with a customer.
When the customer wins, the company wins, this is the outcome you want to achieve. The only time you should say no to a customer, is when you say 'No problem'
What is Customer Experience?
CX is the result of every interaction a customer has with your business, employees, systems, service providers, channels or products. From navigating your website & social media, dealing with employees to the completion of the transaction.
Everything you do impacts your customers perception of you, if they want to do business with you & whether they would return.
The better experience customers have , the more repeat business and glowing reviews you will receive.
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Why is Customer Experience important for my business?
The benefits of exceeding customers expectations include increased customer satisfaction, greater customer loyalty, improved word of mouth referrals, recommendations & reviews.
Not only will it increase profits by attracting, converting & retaining more clients, it will save money by reducing returns.
When all the business is invested, it creates a more harmonious workplace & improved staff retention.
Your customers have changed, have YOU?
We live in a different world now & the way we used to do it, doesn't work anymore. We get to create experiences that exceed customers changing attitudes & needs, where we get the opportunity to think and respond differently.
Being innovative with your customer experience to make the interaction more memorable, one which will encourage them to refer you & leave a positive review. Helping you stand out from the crowd for all the right reasons.
This is where business growth is now coming from, a more sustainable & controllable relationship with your customers.
Still not sure? Let's see if you agree with any of these
3 Reasons Why You Don't Need a Customer Experience!
These are real answers below, with competition like this it's easy to see how you will stand out!
We've always done it this way and our old customers like it!
How much longer are those 'old' customers going to be customers for? Who's going to replace them?
Customers are miserable & don't appreciate what we do!
You'd have to question what is the common denominator & ask why are they miserable & complaining?
If customers want a great experience they can go to my competitor!
If ever there was an admission of guilt, here it is! Who's going to be in business longer?
