Benefits of focusing on customer experience
There are 3 main benefits that arise when your customer has a positive experience with your business – increased customer loyalty, improved customer retention, and finally, new customers through referrals.
What makes a loyal customer? Loyal customers are those who have formed an emotional connection with your brand, and they become attached when they remember how they felt when they used your product or service.
Research also shows that customers will spend far more money with businesses that provide an exceptional customer experience – it all comes down to beating expectations and once you do that, you not only have a loyal customer but one that will keep coming back.
Customers are also less likely to buy from your competition if they enjoyed the experience of interacting with your business – but if they had a negative experience, almost 90% of customers will head off to your competition.
A positive customer experience will also translate into recommendations and referrals – and let’s be honest, that is free advertising. People are more likely to buy from businesses that receive positive reviews or recommendations, especially considering around 50% of customers research their products and services before they finally decide whether or not to buy or use a specific product or service!