05 DEC 2017

Customer Experience – back to basics

Have you ever wondered what makes every relationship work? Among numerous contributing factors, the one that should be emphasized is good communication skills. There is a reason why it is one of the most required elements during a job interview. Not only what you say, but also the way how you do it play here a pivotal role. As far as the effective communication is concerned, the ability to listen is undoubtedly an essential aspect, especially while creating emotional bonds, and consequently, building your company’s good name. In business, we call it Customer Experience.

Fundamental values

Customer Experience embraces all kinds of interactions between a company and its customer. It consists in, firstly, a perception and an assessment of services provided by a given brand and, secondly, analyzing whether the emotions conjured up among your target group are positive or leave much to be desired. In fact, there are quite a few issues being hidden beneath the word ‘experience’. Obviously, it concerns a process of sale itself, and how it affects the customers. However, the strong awareness of how your marketing activities are perceived, people’s opinions about a particular product that they currently use as well as any experience connected with customer service should be borne in mind. Not to mention the word-of-mouth advertising that could cause a domino effect – it depends on you whether it is triggered by positive opinions or on the contrary.

It is all about feedback

Measuring customer satisfaction is an essential step in order to push a domino block in a proper direction. And this is when online surveys step in. Give your customers the opportunity to describe their experience. The collected feedback due to a well-formulated satisfaction survey presents the valuable insights that are crucial while boosting a customer experience management. In today’s digital world people value their time – both customers and service providers. Thus, online survey software can quickly provide a proper questionnaire, and consequently – information about customers’ satisfaction and expectations.

Why is it so important?

Although, the concept of customer experience may seem to be idealized, collecting the knowledge and increasing the awareness of needs of your target group are basic stimulants, especially in today’s competitive marketplace. Gaining new customers, retaining the existing ones and avoiding a negative snowball effect are only a few beneficial aspects of a well-prepared customer experience strategy.

 

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