No matter what services your company provides or what communication platforms you use, customer experience (CX) needs to be at the core of everything you do. With all the tools that are available to help brands engage with their customers — from social media to artificial intelligence-based resources like product recommendations and chatbots — there are more opportunities than ever to create powerful customer experiences that build loyalty and drive sales.
But these tools aren’t going to use themselves, nor will a CX-focused culture spontaneously arise on its own. Brands need to make CX a priority at every level, from the first moment a consumer decides to explore their products online to the final step of the customer journey to the ongoing relationship that may last for years or even decades.
Great customer experiences are all about the way consumers feel when they interact with your brand. Are their needs met swiftly and effectively? Are they treated like individuals whose concerns and priorities matter? Are your digital channels easy to navigate and fully integrated with one another? When customers answer “yes” to these questions, it means your brand has established a solid CX platform that provides satisfying experiences across the board.
Brands Should Have An Explicit Focus On CX
When it comes to CX, brands should never be complacent. Even customer loyalty that has been cultivated over many years can be severely damaged by unpleasant experiences. According to a 2018 PwC report, 32% of customers say they’ll “walk away from a brand they love after just one bad experience” — a reminder that CX needs to be top of mind at all times.