Good first impressions: How customer experience impacts customer loyalty

You offer an incredible product or service. You’ve worked hard to build your company’s reputation and gain new customers, while keeping operational costs reasonable.

Unfortunately, a customer just had an awful experience during an interaction with your company, and they have no intention of using your product or service again. Even worse, your current methods of customer experience management won’t make you aware of this issue until you read some report at the end of the quarter.

recent report released by the Temkin Group shows just how important it is for companies to invest in improving customer experience.

An analysis of US and UK consumers shows that customer experience is highly correlated to loyalty. Customer experience leaders have more than a 16 percentage point advantage over customer experience laggards in consumers’ willingness to buy more, their reluctance to switch business away, and their likelihood to recommend. . . . To achieve these results, however, companies must create customer experience metrics programs that embed these measurements into how they run their business.

Positive customer experience leads to customer loyalty. Customer loyalty leads to increased company profits and growth. Simple. What’s not so simple is figuring out how to affordably improve customer experience. You also don’t want to invest in new products that don’t integrate into your current customer service strategies.

There is no “one size fits all” answer to the question of improving customer experience. A strategy that addresses the needs of one company could be a complete failure at another. Flexibility, variety, and customization are needed to meet the needs of a wide range of businesses.

We offer a variety of effective customer engagement strategies to meet your needs. Our productivity and optimization products, such as our customer engagement platform, allow your company to develop campaigns for customer acquisition, retention, and loyalty. Our customer service solutions improve customer experience through all channels of interactions, while increasing productivity and reducing costs.

For more information on how our software can improve your current customer service platform or how to build a customer service system from the ground up, please contact us.