Invest in Customer Experience Research. Invest in measuring and monitoring customer feedback.
Get insights to what your customers need from you and how they need it. These nuggets of insight can guide cx improvements and can drive impactful change in your business.
B2B industries rely on client retention.To retain healthy lasting relationships, there should be cultivation. The easiest way to do this is to involve . These can help you keep track of customers, your communications with them, stay aligned with their expectations and create platforms where feedback is in real-time, encouraging the repurchase cycle, and much more. This vital data can assist you in nurturing customer relationships while boosting retention and sales numbers.
Increase retention, increase your bottom line.
Okay, so the first step is to understand how decision makers perceive your brand. This perception is formed from direct and indirect contact; what they see, what they hear and most importantly what they experience when they engage with your brand.
According to recent research by The XM Institute: 95% of consumers who rate a company’s Customer Experience as “very good” are most likely to recommend your brand. This statistic proves that rather than majorly pouring resources into marketing and sales initiatives, companies should be thinking about improving their customer experience. The task is then to discover what matters to consumers. Making efforts to tweak these ‘important’ aspects can make the biggest difference is growing consumer loyalty.
The cost of having a superior customer experience.
Now that you are convinced of the role that CX plays in reaching and exceeding your bottom line. Logically, what you will need to know next is;
1. How can I improve my customer’s experience?
2. How much will this differentiation cost me/my company?
The first thing to be cognisant of is that this is a long-term investment decision and not a liability or expense.
CX is shaped at every touch point from initial inquiries, sales, on-boarding, contact centres, etc. It is therefore important to ensure that your partner suppliers that interact with your customers (if, for example you are outsourcing contact centre functions)deliver world class assistance.
It is always good practice to meet, or even better, exceed customers’ expectations and ensure they are satisfied and happy with your business — but if your strategy ends there, you are missing out on all the value you can drive back into your business.
Try to leverage that superior customer experience into new and repeat business, and soon, you will reap all the rewards of satisfied, long-term customers.