Customer experience has become a key differentiator for many businesses. Modern customers expect a smooth customer experience throughout their journey. The journey includes various touchpoints, and let’s look at 3 of them here.
Customer Retention
Customer Satisfaction
Cross-Selling/Up-Selling
It’s been found that customers no longer base their loyalty on price or product. Instead, they stay loyal to companies due to the experience they receive.
Good customer satisfaction will lead to customer retention, which will generate more revenue for the company. Better customer satisfaction will ensure the customer has a long association with the brand. The best customer satisfaction will lead to your customers acting as your brand ambassadors and spreading positive word-of-mouth.
Processes and technologies need updation or changes in order to provide a consistent experience across all platforms.
