By Neil Patel

2. Improve Your Customer Service

It’s important to note that customer service differs from the customer experience. CX means every interaction a customer has with your brand, while customer service refers to interactions between a customer and employees when there’s a problem.

Unsurprisingly, then, boosting your customer service delivery can have a positive effect on your overall CX. How do you improve customer service, though? Here are some ideas.

• According to research by Khoros,

Did you know that 17 percent of your customers could walk away from your business after just one bad customer experience? That’s a pretty significant number, especially when you’re trying to grow your business and increase your return on investment (ROI).

There’s good news, though: You don’t need to lose these buyers if you prioritize the customer experience. Below, I’ll explain what customer experiences are, why they matter, and how you can optimize your customer experience online.

What Are Customer Experiences?

Customer experience (CX) is how customers perceive any interactions they have with your company. It’s the overall impression of your company that customers build as they move through each stage of the buyer’s journey.

Think of it this way. Each time a customer interacts with your brand, even if it’s only a brief interaction, they’re building an impression of what it’s like to do business with you. This impression determines, for example, whether they’ll shop with you again or recommend you to friends.

In other words, positive (or negative) customer experiences can directly impact your bottom line. Got an unhappy customer? They might abandon their cart or never shop with you again. Got a happy customer? They might recommend your services to a family member.

Actions that can shape the customer experience include:

• calling your help center
• paying a bill
• tweeting you with a query

How important is CX, though, in real terms? Very. Let me show you why.

Why Is Customer Experience Important?

For one thing, it’s hard to grow your business without customers. They’re central to everything you do. However, if you’re still not convinced CX matters, here are a few more specific reasons why the online customer experience is so important:

• Customers are more likely to stay loyal to brands offering great CX. Given that 65 percent of a company’s business often comes from existing customers, delivering a great experience can help you work on that all-important retention rate.
• When a customer has a great experience, they could leave a review online, which encourages others to try your business. According to ReviewTrackers, more than a third of individuals reading reviews only look at businesses with four or more stars, so great CX can help you boost your visibility.
• The better the experience, the less likely customers are to abandon your business in favor of competitors. In other words, CX can directly affect your churn rate.

The bottom line? Happy customers are more likely to spend more, stay loyal, and recommend your brand to others. If you’re keen to boost your ROI, it pays to work on customer experience optimization.

What Do Most Businesses Get Wrong About Customer Experience?

Customer experience optimization can be challenging to get right, especially if you approach it all from the wrong angle. To help you avoid making time-consuming (and potentially costly) mistakes, …read more

Source:: Kiss Metrics Blog

Author: Aaron