maximise your business.
What is Customer Experience and Customer Service?
Customer experience is the phrase used to describe the relationship a customer has with a business. Customer experience refers to the total of all experiences the customer has with the business, based on all interactions and thoughts about the business. Customer experience is an integral part of customer relationship management and it is important to businesses because customers who have a positive experience are more likely to become repeat customers and loyal customers of the business.
The differentiating factor in how small businesses can take on and beat the big business in a consumer world is increasingly shaped by experiences, emotion and personal interactions. The statistics are phenomenal, by 2021, 87% of customers will choose what brand they shop or do business with based on the Customers Experience they offer. Brand loyalty is on the rocks and our acceptance of poor service has reached an all-time low along with our demand for speed, efficiency and simplicity from brands and businesses is overwhelming.
The large businesses are fully aware of the figures and the threat this shift is posing to their bottom line, they are creating Customer Relationship Manager’s, Social Care Team’s, Customer Experience Strategies, and an ongoing purge to understand customers more thoroughly than ever before.
Small is the new big.
On the other hand they want to be like you. The small business, they want to know their customers, their habits, their families, their likes, interests and taste’s.
We are on a crusade.
To arm small businesses with the CX tool’s to take on the Business giants in the battle to win over the heart’s, emotions and loyalty of customer’s using the power of Experience!