Boosts customer satisfaction
Consumers can tell straight away if a brand is genuinely committed to customer satisfaction. Making sure your customers feel like you care, and that they are your priority is key to your success when delivering a great customer experience. Whether it’s speedy query resolution from your contact centre to delivering personalized content that solves your customer’s problem, paying attention to what makes them happy and fulfilled should result in higher satisfaction levels, increased sales and conversions, and loyal advocates.
Helps build brand awareness
In an interconnected world, consumers look to each other for recommendations and guidance. Every time you deliver a great customer experience you create an opportunity to encourage brand advocacy. You could anticipate the customer's need to look for reviews by showcasing them on your website and/or include a link to a review aggregator. Or you might invite a loyal customer to take advantage of a special offer, or send them a gift based on their purchase history to inspire them to tell their friends that you’re a great brand to buy from. All of which build brand awareness and promote brand recall.
Helps to reduce customer churn and increase loyalty
Generally, consumers don’t want to chop and change suppliers for the sake of it. We are trusting creatures at heart, and prefer to form long lasting relationships with brands who satisfy our needs and know what makes us tick. Listening to your customers and doing all you can to ensure you deliver a great customer experience means you stand a greater chance at winning their loyalty.
Famously, acquiring a new customer can cost five times more than retaining an existing one. There’ll always be some churn in your customer base, but far better to keep it to a minimum. Delivering a great brand experience can help you with this.