Why Every Industry Should Make Customer Experience a Priority
Customer experience should always be a top priority for businesses in every industry — no matter how big or small. Without it, it’s impossible to convert leads into customers. But even if you win their business, it can still be challenging to retain them in the long run — because a great experience keeps them returning for more.
Discover why making the customer experience a priority is crucial for all businesses.
1. It’s More Cost-Effective
Businesses providing a better customer experience leads to higher satisfaction rates. And customers will be more likely to keep coming back, which builds a loyal customer base.
A loyal customer base is the backbone of any firm because they’re easier to convert than a first-time customer. That’s because they’re familiar with your business and know what to expect when interacting with your brand.
On the other hand, acquiring new customers takes several interactions and costly ad spending because they don’t trust as easily as a loyal following does.
Therefore, it pays to provide customers with a good experience, saving your resources in the long run.
2. Establishes a Positive Reputation
Thanks to technology, the world is more strongly connected than ever. Businesses can recommend more relevant products, while customers can follow up with the latest updates about a brand. Yet, this also means that word can spread like wildfire, and it doesn’t matter whether it’s good or bad.
If one customer has a poor experience, you can bet they’ll tell their friends and family about it. The same goes for good experiences — people will likely recommend your products or services to others.
Customer experience is paramount to your business because it helps build a positive reputation and brand awareness. People who have a good experience with your brand ensure they leave positive reviews, which is valuable for attracting new customers.
3. Partnership Opportunities
Competition continuously exists in the business world. Every company wants to attract more customers, make more money and gain more business.
While good experiences can mean more business, that's only sometimes the case. Regardless, it certainly does attract potential partnerships. Customer loyalty and brand awareness show how well your business is performing — and other companies want to be a part of that.
When other enterprises see you’re doing something correctly, they’ll want to collaborate and work with you.
4. Free Advertising
As mentioned previously, good customer experiences are conducive to spreading brand awareness. Research shows that 90% of customers say experience impacts their loyalty to brands. And if they like what you provide them, this goes hand-in-hand with free advertising — or word-of-mouth marketing.
If you’ve built a good relationship with your customers through positive experiences, your customers will tell others about it. And they’ll be sure to recommend your business because you’ll always be at the top of their minds when someone needs a referral.
Furthermore, they’ll be likely to leave a positive review online. Gaining those testimonials can be a valuable asset in your business since it guarantees that customers can trust you.
5. It’s What Separates Good Companies From Great Ones
Customer experience matters because it positions your business and separates you from your competitors since you’re building a credible reputation in the market.
In a world where most people can only buy one product at a time and choose between infinite options, experience is key. It’s not enough to do business — a company has to earn customers’ loyalty by providing an exceptional experience with every brand interaction.
Companies that create positive experiences are more likely to grow their businesses and attract new customers.
How To Improve the Customer Experience
As you sharpen your focus on the customer experience, consider taking these steps to make an immediate impact on your business:
- Create a customer experience vision statement: It should align with your company’s values. That way, you can use it to inform and guide organizational behaviors and form better habits.
- Develop a to-do list: Create a list of necessary actions that will help improve your customer experience. These might include creating a consistent omnichannel approach, making technology more user-friendly and reinforcing empathy in all avenues.
- Promote customer experience initiatives: Get everyone on the same page within your company during team meetings and through reminder emails.
- Monitor customer feedback: Listen to your customers and take immediate courses of action that lead to positive outcomes.
- Set an example: Talking about how you’ll deliver a great customer experience isn’t enough. You need to provide it during internal and external interactions.
Reach New Heights With Customer Experience
Businesses that embrace customer experience can reach new levels. However, it’s a vital part of any business that’s often overlooked. The best thing you can do is to prioritize it by focusing on providing an exceptional experience.
Remember that you need to know what your customers want and deliver it in a way that makes them happy. That way, they keep coming back for more.
Guest blog written by Eleanor Hecks is the EIC of Designerly. She’s also a web design consultant with a focus on user experience and style guides. She lives in Philadelphia with her husband and golden doodles, Bear and Lucy. Connect with her about marketing, design and/or tea on LinkedIn.
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