The customer experience with a brand begins before anyone even thinks about buying what a particular company offers. It is defined as the customer’s overall perception of your product or service, taking into account all points of contact throughout their journey. Therefore, it is of utmost importance that your sales team understands exactly how to generate a great customer experience and is, above all, motivated and aligned with the organization’s mission and objectives.
To develop a good strategy
you need to understand and know as much cayman islands phone number list as possible about your audience’s profile and behavior, placing them at the center of the decisions that need to be made, so that their needs and expectations are met throughout all contacts. Focus on knowing what the customer expects from your company; what are the reasons that are making them buy; how your product/service fits into about customer experience the customer’s routine; who your competitors are and what they offer; what sets your business apart – why people should do business with you.
Basically you need to know what your customer
expects when purchasing consumers balance cost & quality more carefully your product/service and, after that, raise their expectations by offering added value, thus providing them with an incredible experience. According to the website Ecommerce Brasil , a survey conducted by Reclame Aqui indicates that 51% of consumers would pay more to have a good experience.
It is essential to be aware that an advertising
campaign alone, focusing on discounts and sale leads promotions, for example, that are not capable of generating significant interactions, will not be enough to make the public choose your brand. Customer expectations are increasingly high, and therefore, creating this relationship is a very meticulous and important task in order to have a positive impact on loyalty, resulting in greater retention and revenue growth.
Satisfied customers become loyal and will
do business with you again. This means that their costs will be lower, and they will also become a spokesperson for your brand, becoming a brand promoter.
Employee experience: understand how this reflects on the customer experience
Employee experience is the perception they have of the organization, taking into account all their interactions, that is, the communication generated with all points of contact.
Some time ago this concern
was only for the HR sector, whereas today, this issue is already considered a strategic issue, after all, with happy employees, we also gain happy customers.
However this is not always an easy task
which is why many companies do not know how to manage and administer this. It is important to understand the entire journey of this employee. Within the company. From the moment they are hired until they are dismissed – analyzing the reason for the dismissal is also extremely important. To understand which points need to be improved. And if there are any barriers in the organizational climate.
In addition it is necessary to map out which
positive impact actions the organization can offer to the employee. Health and well-being programs, for example, can generate relaxed and harmonious moments. Which will possibly result in an increase in productivity.
Understanding and analyzing this employee’s relationship with leadership. And other team members is also essential; as it is through this synergy that results will be achieved.
An effective way to analyze and measure
all of the points mentioned above is through an internal satisfaction survey. In 2017, IBM conducted a survey to calculate the employee experience index. Which addressed the following variables, Feeling of belonging to the team; understanding the purpose of work. Feeling of professional fulfillment; level of satisfaction. And general happiness; and willingness and energy to face challenges. When considering these factors. The survey found that 96% of the companies that had high rates also had high employee performance. This means that employee experience. Directly impacts their performance and, consequently, the organization’s results.
Therefore, remember that. To win over, meet the highest expectations and retain your customers. It is also necessary to invest in your employees. After all, a positive and incredible experience starts from the inside out!
