In other words, each touchpoint, whether digital or traditional, is important, and understanding them can help you evaluate the customer experience and improve it at every stage of the purchasing process.
Many companies view positive CX as a competitive advantage. According to a Dimension Data report, companies that prioritize providing a great customer experience report a 92% increase in loyal customers, an 84% increase in revenue, and a 79% increase in costs.
In other words, in addition to the entire corporate service structure, with PVC identification badges , good uniforms and cordiality, they continue to be essential for a good user experience.
But it is a fact that many companies that operate entirely online need other shop strategies to ensure a good user experience virtually.
In short, customer experience (or customer service) is an important and effective tool because it allows companies to understand the market from the perspective of consumers.
The main focus of those who use this approach is – and always will be – the customers, after all, they deserve the best experience from the moment they contact your company until after-sales.
How to apply customer experience?
We'll cover the main steps you need to take to implement this strategy in your business, even if it's a niche business, like an industrial automation company whose flagship product is a vacuum generation system , for example.