As a Customer Experience CX brand, insight6 specialise in all areas of customer experience with the aim of driving up sales and improving customer retention rates. If you want your business to survive and thrive in a competitive market, then focusing on your customer experience is essential. But, before you do that, you need to understand exactly what customer experience is. So, what is it?
Essentially, customer experience can be defined as the impression and overall experience a customer goes through when presented and experiencing your service. In an ideal world, customers who use and interact with your brand, product or service will come away with positive customer experience, if their expectations have been met through their customer journey (more on that later).
We can all think of positive and negative experiences we have had as customers. Good or bad, these interactions shape our opinions of brands, products and services we interact with. Ensuring your business delivers a positive customer experience does not only make your customer(s) happy but can also increase the potential of return customers and therefore revenue.
Here’s an example:
Let’s say you go to eat out at a local, family-run restaurant where the food was great, the waiting staff were polite, and the overall experience was friendly and very positive. This is an example of good customer service and experience, as the waiting staff went above and beyond to provide positive customer experience, creating a lasting impression and improving the likelihood of a return visit.
Let’s compare this with a chain or corporate restaurant where the quality of the food is the same, but the waiting staff are disengaged and somewhat impersonal. Although the waiting staff weren’t bad, they did not deliver an overly positive or memorable customer experience or a lasting impression. By this logic, you’re more likely to return to the family-run restaurant because your experience with them was positive and memorable.
We can all think of positive and negative customer experiences and this is why ensuring your business is providing a positive customer experience journey is essential. It is the difference between the sustained growth and development of your business and decreased revenue and a declining reputation.
With online reviews now dominating people’s opinions before they consider, let alone investing their time and money in a service, ensuring your business has a great customer experience structure is now an essential practice.
At insight6, we provide six services that encapsulate the best possible customer experience:
1. Customer experience reviews
2. Training and development
3. Customer journey mapping
4. Online feedback
5. Focus & listening groups
6. Mentoring & coaching
More information on each of our six bespoke services can be found on our services page: https://www.insight6.com/services-tools/
To read more about: What is Customer Experience? The full article can be found here: https://www.insight6.com/what-is-customer-experience/
If you have any questions or you would like a review of your own customer experience, please do contact me.
ian.sadler@insight6.com or 07891 631869
