Customer Experience is your customers perception of how your company treats them. Nowadays it’s even more important to not just provide a great Customer Experience (CX), but also to let the customer know that you’re listening to what they have to say and quickly responding to questions, concerns and feedback regarding their experience. Time is of the essence as customers want and expect close to real-time engagement, assistance and resolve as they are more quick to leave you based on one poor experience or a poor experience that was not quickly rectified.
Simply put, improving your customers experience has been proven again and again to increase retention and customer satisfaction as well as referrals and up-sells leading to MORE REVENUE.
A Walker Report found that by the end of 2020, Customer Experience (your NPS) will overtake Price and Product as the key brand differentiator.