Customer experience (also known as CX) is defined by the interactions and experiences your customer has with your business throughout the entire customer journey, from first contact to becoming a happy and loyal customer.
To bring on board the validation of your Customer, you need to give him the experience of the ethos of the brand, the story and shock & awe him with your technological prowess. The building of an experience centre would not only assist in doing that but would show you care about the how he feels making his experience surreal and making brand loyal.
Leaders who have understood the importance of Customer experience and addressed it have greater top- and bottom-line growth than those who haven’t made customer experience TRANSFORMATION a priority.
Facility owners are constantly on the lookout for VARIETY in the ways to improve Customer experience. And to achieve that here are some pointers to help you:
- INVEST in technologies that can elevate that experience
Shock and awe your customer with superior AV technology in your facility.
- Incorporate dynamic content into your AV
Make the content dynamic. Have the flexibility Change the content according to the customer requirement.
- Storytelling that Resonate
let the content be relatable to your customer and help in narrating their story, so the content served is tailored to them.
- Immersion and Interaction
The experience should make the customer curious to know more providing a platform to maximize interaction.
- Integrate and digitize processes.
There would be a number of devices, to deliver interconnected experiences and seamless interactions across platforms you would need to integrate and digitize al the devices and channels, that are aligned to customer wants and needs.
- Let customers interact on their preferred device.
It is essential that you integrate the solutions to the customer’s device to show him the ease of use of the product.
- Think by design.
Design thinking is customer thinking, it is an “outside-in” approach to understanding what customers want and need, and how these align to the ways you design and deliver products, services and experiences.
- Keep it human.
Usually, customers tend to prefer digital channels as a first point of interaction, but then after a point the human touch is required , ensure you balance between technology and the human interaction to bring in the best results
According to the research by super office {a CRM company}
Less than half of all companies deliver a good (or excellent) customer experience. Customer experience is not the same as customer service
Some statistics by Super Office:
- Customer experience is set to be the number one brand differentiator in 2020 (and beyond)
- Customers that rate companies with a high customer experience score (i.e. 10/10) spend 140% more and remain loyal for up to 6 years.
- 1 in 3 customers will leave a brand they love after just one bad experience
- Customers are willing to pay a price premium of up to 13% (and as high as 18%) for luxury and indulgence services, simply by receiving a great customer experience
