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The Customer experience is the sum of all experiences a customer has with your company and has become the new competitive battleground

Everything the customer sees and experiences to do with your company counts towards whether they will buy and continue to buy from you

7 Reasons Why Customer Experience is Important

  1. It improves Customer Satisfaction
  2. It improves Customer loyalty
  3. It Fosters Repeat Business
  4. Lengthens customer lifetime
  5. Creates Walking Marketers – Referrals and Advocates
  6. Increases Sales and Customer Spend
  7. Creates a Competitive Advantage

What Drives Customer Loyalty?

Customer Loyalty is driven primarily by a company’s’ interaction with its customers and how well it delivers their wants and needs – Jessica Sebor

To understand and improve your customers experience you must know the start to end journeys that your customer travels with your company and make each contact Remarkable (able to remark on) and Memorable

Customers are emotional buyers rather than price sensitive buyers so will be loyal to the experience before the price

For companies to thrive, they need to put the customer at the heart of their business and everything and everyone needs to become “Customer Centric”

There are 10 Main Things that Customers Care about:

  1. Your Attitude and Behaviour
  2. How they are treated
  3. Fast Service
  4. Flexibility, Consistency and Reliability
  5. Understanding and Patience
  6. Communication
  7. Personal Touch
  8. Connection
  9. Focus
  10. Price

Some interesting statistics:

86% of consumers quit doing business with a company because of a bad customer experience

91% of unhappy customers will not willingly do business with your organization again

A 2% increase in customer retention has the same effect as decreasing costs by 10%

Its easier to get customers to buy 10% more than to increase your customer base by 10%

Remember that the Customer is King and should be treated that way.

Its not the employer who pays the wages. Employers only handle the money. It is the customer who pays the wages – Henry Ford