It’s an irrefutable fact that consumer engagement is crucial for business survival. If your company’s eventual objective is to be successful then your consumer service has to be impeccable. The quality of your service can either demean your business or add value to it. Now the rapid innovations in the field of information and communication technology are providing various platforms to modern age firm’s to initiate and foster long-term relationships with their customers.
Importance of Customer Experience
It goes without saying that a great customer service is a major element for maintaining a healthy consumer relationship and generating new opportunities. It is specifically true for this highly connected society. Just one bad customer experience and your company’s name is all over social media in an aggressive and hostile manner. This is the reason why smart businesses are taking customer service to the next level by utilizing information technology intelligently. Here are the top four reasons why consumer experience is important:
Improves customer satisfaction – According to a recent survey, companies that focused on enhanced customer satisfaction realized a 10-15% jump in revenue and a 20% boost in consumer satisfaction. Your company’s goal should be to create consistent, superior customer experience throughout the customer journey.
Encourages customer loyalty – 28% of consumers are loyal to their service providers and brands. 38% marketers say enhancing customer retention is the biggest challenge of the year. Your consumers will continue to improve your business if you create an experience that impresses them. An enhanced user experience will also stop customers from switching.
Increases referrals – Following a positive experience, 31% of consumers would recommend brands to others. Whenever a customer experiences a WOW! service from a brand they share the experience with friends and on social media. Such experiences create happy customers and increased referrals.
Increases revenue and sales – 60% of consumers want a fine balance of price and service and they’ll not settle for a bad service in exchange for a cheap deal. consumers spend more money on brands that make it easy to do business with them. Eventually, customers value superior service and they are ready to pay for it.
Importance of Technology in Customer Engagement
Technology offers major advantages in the field of consumer engagement by improving customer service. Constantly evolving technologies have made users powerful than ever. It isn’t just good for users, but it’s also bringing brands closer to their customers and providing them a platform to understand customers better and keep a track of their behavior in this constantly changing world of communication.
E-mail – Organizations can use email as a way to enhance their customer service. Respond to your customers queries as soon as possible and help them whenever it’s necessary.
Software – Companies can improve their customer relationships by utilizing highly advanced data-gathering tools, such as CRM software.
Websites. Providing fields on your website where the consumers can answer queries and seek answers from other users.
Smart brands that want to utilize technology to revamp their customer services need to find ways which can help customers to interact with brands whenever they want. Brands should organize their business procedures to enhance efficiency and cut down the cost. They need to focus on consumer data through insight-driven marketing to get better results. Data collected from customers can be utilized to analyze their preferences. Brands should also encourage their staff to welcome new ways to improve customer experience.
In the coming years, the companies that will focus on customer engagement will be able to generate maximum revenue. It’s just about listening to your customer and delivering what they demand.