If you stop and think about it, you'll surely remember the worst and also the best shopping experience you've ever had, right? This is Customer Experience, a factor that permeates the relationship between companies and customers, essential for the success of the business.
Today, the market has a consumer profile that, although full of variables, is more autonomous and demanding, choosing brands based on the experience they offer .
And the numbers prove it: according to data from the consulting firm PwC, 86% of consumers are willing to pay more for a great experience.
However, to win these customers, you need to pay attention to strategy. The mission is to understand good practices and then know how to apply them in your business.
This is what we will share with you throughout this content, which covers the following topics:
What is customer experience (CX)?
Why is Customer Experience so important for a company?
What steps are part of the Customer Experience?
Discover the pillars of a customer portugal whatsapp data experience strategy
How to develop a Customer Experience strategy?
Customer Experience Indicators to Monitor
An overview of a career in customer experience
How can technology help improve Customer Experience?
How can TOTVS CRM help?
Conclusion
What is customer experience (CX)?
Customer Experience (CX) is a term used to define all of a customer’s perceptions based on interactions with your company, from brand awareness to contact with your employees and use of your products and services.
This process is summarized as the customer journey . To generate a good experience in this cycle, it is essential to have a proactive approach, accompanying the customer at all stages.
By offering an excellent purchasing journey, it is possible to increase the chances of customer loyalty.
A satisfied customer requires less attraction efforts to make new purchases and can become an advocate and promoter of your business, attracting more customers.
The consequence of all this? More income for your company.
Why is Customer Experience so important for a company?
With changes in consumer habits, it is not enough to offer the best product or service at the most competitive price.
You need to make your customer's purchasing process, from item search to post-sale evaluation, exceptional and create a connection with your brand.
And this is not just a statement, but an observation based on data.
According to an article in the Harvard Business Review , seven out of ten business owners say that Customer Experience is essential to delighting customers and improving business performance, including financial performance.
Buyers who experience an emotional connection with a company are 52% more valuable, according to data from HBR .
They buy more products or services and are willing to go beyond the price alone, because they are attached to the brand.
With this in mind, CX can become an important competitive differentiator for your business in a competitive market, with increasingly similar products and services.
Mainly to generate positive memories at each stage of your customer's purchasing process.
However, you need to master your concepts and formulate a strategy that relies on the efforts of all areas of your company to achieve good results.
With successful planning, it is possible to improve the customer experience to achieve some benefits, such as:
Customer loyalty
A good CX strategy can do wonders for attracting customers, but it’s also great for maintaining customer relationships.
At the beginning of the content, we made a statement: you surely remember the best shopping experiences you have ever had.
You probably like this memory and, if it didn't convince you to continue being a consumer of the brand, at least it made you look at it more fondly.
This is just one of the benefits of a good customer experience.
In practice, if properly applied, it can increase customer loyalty rates. This means an immediate improvement in your cash flow and in the predictability of your income.
And of course, the more loyal the customer, plus the certainty of earning recurring revenue, the better the upselling opportunities – something that is much easier when the customer is already dedicated to your brand.