The concept of the customer experience is now heavily stressed by teams that interact with customers, and for good reason. The customer experience is always at the forefront of everything a business does for them, regardless of what it offers its customers in terms of goods and services or simple, routine interactions.
Although many businesses are still lagging behind, ideas like customer-centricity and putting the needs of the customer first are now at the forefront of a pioneering spirit in customer support and related fields. Enhancing the customer experience can have a big impact on growth, profitability, and customer retention. What gives, and why is there still hesitation?
The following three elements of the customer experience:
Success – Was the customer’s perception of the interaction successful, and were their goals achieved?
Effort: How much personal effort was required on the part of the customer, and how simple was it to communicate with the business?
What was the emotional result of the interaction? How did the customer feel? From “upset” to “delighted,” the responses can range.
To be completely honest, it’s not all that surprising that the emotional context of customer interaction has a greater impact on customer loyalty and repeat purchases than either success or effort. Humans are highly emotional creatures, and if it isn’t already clear, our species tends to prioritize “what feels right.”
Further, there are more precise methods, such as a Customer Distress Index, for detecting customer sentiment and emotion. Call Cegura Technologies for more!
