Customer experience as a criterion for company success
Posted: Tue Dec 24, 2024 7:22 am
Interacting with a customer is not easy. Even if the product is high quality and the service is top-notch, this does not mean that the customer experience will be positive. It depends on a number of factors, but primarily on the customer's perception. In turn, the company's profit depends on the consumer's interaction with the company: it sometimes contributes to sales better than advertising. The good news is that experience can be influenced and even managed.
Fractus is always ready to help with customer experience management.
Customer experience: features
Customer Experience (CX) is the totality of consumer impressions from interaction with a company at so-called touchpoints. Touchpoints are anything, not just a store or a call to technical support. This includes attractive, convenient packaging, advertising, a website, delivery, and much more.
Why are we talking about a set of impressions? Because antarctica email list 5644 contact leads interaction consists of a number of stages, at each of which the consumer receives an individual perception and evaluates it.
Customer experience: features
So, the client takes the following steps:
discovers the company;
starts interaction;
makes an order;
pays for the order;
uses the product;
receives company support.
Factors Affecting Customer Experience
A quality product that satisfies the consumer's needs is the most important factor in gaining experience from interacting with a company. But there are a number of other factors that affect the experience. These include an individual approach to the client, attention to him and demonstration of his value to the company, sincerity, anticipation of needs, prompt response to problems, new proposals, attention to the problem and its solution, and the desire to exceed expectations.
How to improve the consumer experience
Customer experience can be influenced. This is where the so-called CX design comes into play. It sounds strange: what does design have to do with it? But we are talking about designing or building a positive experience, and not about creativity.
Customer experience management consists of the following stages:
studying the client and his behavioral characteristics;
building a map (route) of customer experience;
organization of feedback;
analysis of actions at points of contact (use of key metrics);
implementation of new solutions;
monitoring of bug fixes.
Ultimately, the experience should be characterized by product availability, ease of purchase, ease of service, personalization of attitude, ease of use, and flexibility of supply channels.
How to improve the consumer experience
Management Metrics
Customer experience management involves using some metrics for analysis.
CSAT is a customer satisfaction indicator. The interaction is assessed immediately after its completion. The assessment scale is emotional, usually from three to five points.
NPS – Net Promoter Score. A scale from one to ten allows you to find out how satisfied the consumer is with the company. Can be applied to the entire target audience or to its segments.
CES is a user effort metric. It concerns how easy or difficult it was to perform certain actions.
Customer Experience Management Services from Fractus
Not always the company's specialists understand what the problem is between the client and the company. An outside perspective is needed. Fractus specialists will help with this.
First, we will study the business and the client. Then we will identify the problems that prevent the consumer from receiving a positive experience and negatively affect the company's activities. And we will offer an algorithm for correction. And the quality of interaction between the client and the company will improve. Contact us!
Join and choose thousands of products for wholesale and dropshipping from Ukrainian suppliers for your business, upload products to your online store!
Fractus is always ready to help with customer experience management.
Customer experience: features
Customer Experience (CX) is the totality of consumer impressions from interaction with a company at so-called touchpoints. Touchpoints are anything, not just a store or a call to technical support. This includes attractive, convenient packaging, advertising, a website, delivery, and much more.
Why are we talking about a set of impressions? Because antarctica email list 5644 contact leads interaction consists of a number of stages, at each of which the consumer receives an individual perception and evaluates it.
Customer experience: features
So, the client takes the following steps:
discovers the company;
starts interaction;
makes an order;
pays for the order;
uses the product;
receives company support.
Factors Affecting Customer Experience
A quality product that satisfies the consumer's needs is the most important factor in gaining experience from interacting with a company. But there are a number of other factors that affect the experience. These include an individual approach to the client, attention to him and demonstration of his value to the company, sincerity, anticipation of needs, prompt response to problems, new proposals, attention to the problem and its solution, and the desire to exceed expectations.
How to improve the consumer experience
Customer experience can be influenced. This is where the so-called CX design comes into play. It sounds strange: what does design have to do with it? But we are talking about designing or building a positive experience, and not about creativity.
Customer experience management consists of the following stages:
studying the client and his behavioral characteristics;
building a map (route) of customer experience;
organization of feedback;
analysis of actions at points of contact (use of key metrics);
implementation of new solutions;
monitoring of bug fixes.
Ultimately, the experience should be characterized by product availability, ease of purchase, ease of service, personalization of attitude, ease of use, and flexibility of supply channels.
How to improve the consumer experience
Management Metrics
Customer experience management involves using some metrics for analysis.
CSAT is a customer satisfaction indicator. The interaction is assessed immediately after its completion. The assessment scale is emotional, usually from three to five points.
NPS – Net Promoter Score. A scale from one to ten allows you to find out how satisfied the consumer is with the company. Can be applied to the entire target audience or to its segments.
CES is a user effort metric. It concerns how easy or difficult it was to perform certain actions.
Customer Experience Management Services from Fractus
Not always the company's specialists understand what the problem is between the client and the company. An outside perspective is needed. Fractus specialists will help with this.
First, we will study the business and the client. Then we will identify the problems that prevent the consumer from receiving a positive experience and negatively affect the company's activities. And we will offer an algorithm for correction. And the quality of interaction between the client and the company will improve. Contact us!
Join and choose thousands of products for wholesale and dropshipping from Ukrainian suppliers for your business, upload products to your online store!