Aug 01, 2022
In General Discussions
Customer experience is everything – it’s a mantra that every brand knows. In the 2020s you should be a customer centric brand. We know that the experience customers have when interacting with a brand, whether it’s online or physical, is just as important to the consumer as the products themselves. Put it all down to experience According to a recent report, companies that provide great customer experience outperform those that don’t. And a recent Mckinsey study found that more than 85%. Of customers purchased more if they’d had a positive experience and more than 70% purchased less if they’d had a negative one. bugherd-campaign-dan-2022 Industry Email List So customer experience is too important to ignore. The problem is, how do you know what a good customer experience is? One study shows that 80% of businesses believe that they deliver “super experiences”, while only 8% of customers think they do. There’s clearly a disconnect. To deliver a truly customer-centric experience, you need. To understand what your customer needs, wants and, importantly, feels about your brand and the service they’re getting. To do this, you need lots of data, and you need deep, accurate analysis. Lean in: listening to what customers are saying Businesses these days can get their hands on an incredible amount of customer data and, as long as they analyse it accurately, can ‘listen to’ exactly what their customers are telling them. They can understand customers’ past behaviour. They can find out what they think of the company and its products and what they think of its competitors, how they’re feeling at the moment of interaction.