By gathering feedback, you can learn if your customers are satisfied. Listen to their voice and ensure you further increase their satisfaction.

Customer experience describes a customer's journey interacting with a company at every stage of the purchase. Companies are paying more attention to it because customers have more information, higher expectations, and a larger 'audience' than ever before. Many more friends and acquaintances learn about their good or bad experience than in the past.

An excellent customer experience means increased customer loyalty and higher profits for your business. Research shows that companies with an excellent customer experience increase revenue by an average of 17% in five years, while companies with a poorer customer experience see their revenue grow by only 3% in the same period. This is why the goal of improving customer experience is increasingly a priority for most companies. If you need an additional reason to start monitoring and improving customer experience, we've prepared 5:

Improving Customer Satisfaction

Understanding the customer experience is key to exceeding their expectations. Customers should receive at least what they expected in all their interactions with your company. This means you must provide what you promised (directly or indirectly), and if possible, surprise them with additional care and support. Your main goal should be to ensure an excellent and consistent customer experience throughout all their interactions with your company. A better experience will increase customer satisfaction, and it's likely unnecessary to emphasize that satisfied customers spend more money with a company.

New Customers Become Loyal Buyers

By providing an excellent customer experience, you convince customers that it's worthwhile to make future purchases with your company. Given that acquiring a new customer costs 7 times more than retaining an existing one, it's definitely worth increasing your customer loyalty. One of the most important factors for customer loyalty is how the company responds to potential complaints. It's best to respond politely and assure the dissatisfied customer that you are doing everything in your power to find a solution to their problems. The customer needs to know that you have heard them and that you care about their negative experience. A large majority of dissatisfied customers, 95% to be precise, are willing to give a company another chance if they are satisfied with the response to their complaint.

Satisfied Customers Become Company Advocates

Recommendations from existing customers are the most powerful marketing tool any company can wish for. Customers simply no longer believe advertising; they believe what other customers say about your company. If your customers have an excellent experience, they will naturally say good things, thus bringing more new customers to your business.

Your Company Gets Ahead of the Competition

It's becoming increasingly difficult to stand out from the competition. Customers have more information and can more easily switch providers if their experience is merely average. In this case, they decide based solely on products or services and their price. However, if you also provide them with an excellent purchasing experience, this will be a significant advantage for your company. In this scenario, the customer won't risk making a purchase from a competitor and being disappointed during the buying process.

Building Trust and Customer Relationships

Relevant content and an excellent customer experience are crucial for building customer trust. Customers need to feel valued and important to the company. By verifying and consequently improving their experience, you will build a strong and long-term relationship with your customers.

You can verify customer experience, their expectations, and satisfaction by gathering feedback after a purchase. Of course, you must incorporate what customers tell you into the purchasing process to further increase their satisfaction in the future.