Customer Experience is the latest and most crucial competitive business battlefield, and it has been proven to be one of the main reasons why customers choose one brand or business over another.
In a nutshell, Customer Experience is how a customer perceives your business based on the interactions that you have with them. I.e. your telephone manner, how you present yourself on social media and in person, as well as any other point of communication you have with them.
I believe that the increased importance of Customer Experience by consumers is both the biggest threat and the biggest opportunity for small businesses and the stats back it up. Why else do you think most of the big companies are increasing their spending on Customer Experience and are replacing Marketing positions with Customer Experience Officers?
Here are some juicy Customer Experience stats.
89% of businesses are expected to compete mainly on customer experience. (Source; Gartner)
84% of organizations working to improve customer service report an increase in revenue. (Source; Dimension Data)
50% of customers increase their purchasing with a brand after a positive customer service experience. (Source; Hubspot)
89% of consumers begin doing business with a competitor following a poor customer experience. (Source; Oracle)
After a positive customer experience, 69% would recommend the company to others, and 50% would use the business more frequently. (Source; NewVoiceMedia)
55% of customers become a customer of a company because of its reputation for great customer service. (Source; RightNow)
And if you are still not convinced of the importance of the Customer Experience delivered by your company think to yourself about how likely or unlikely you are to do business or purchase a product from a company based on the experience they gave you.