NB The article is originally produced in Danish
The good customer experience is when a customer has had a positive overall experience with an organization or company. It is an advantage to invest in giving customers positive experiences, because studies show that it leads to loyal, returning customers and thus increased earnings. Optimize the customer experience for your customers with nps.today.
What is a good customer experience?
The customer experience can seem like an intangible quantity because it can involve many things. In short, the customer experience, also known as Customer Experience, is the customer’s overall experience with an organization or company’s overall business relationship. It can be purchases, but also, among other things, customer care, advice and campaigns. If a company or organization succeeds in planning and unfolding a targeted effort for the good customer experience, it will not only get happier customers, but also loyal customers – and thereby increased earnings. It shows a study from Havard Business Review. So it can definitely pay off to invest in Customer Experience, which can also bring new customers to the company or organization. At nps.today, we are specialists in customer relations, and we can make you wiser and help you with exactly the initiatives that can lead to more and happier customers.
Is customer service the same as customer experience?
Many will associate the customer experience with customer service. That’s not wrong either. But customer service is just one among several types of service that can be a part of the great customer experience. As specialists in customer relations, we at nps.today know that companies, in order to improve the relationship with customers, must create good experiences throughout the value chain. It is of course important that the customer experiences the company’s employees as friendly and welcoming when he or she contacts us, for example by telephone. But the good customer experience involves more and more. The good customer experience is also when the company creates value through the full interaction. This means that in order to understand the full extent of a good experience, the company must think about interaction in a broad sense. For example, if you have sold a customer a bed, the good customer experience is not just good service in the business. A good customer experience is the overall shopping experience, where the customer may even get the bed right away, extra products with the purchase and delivery the same day.
The customer experience is important for you and your company
As customers in customer relations, we are convinced that Customer Experience, regardless of industry, is important for the company’s development. Few companies make a living from it. the customers who come by, but instead by the customers who return. Good customer experiences are thus both a way of recruiting new customers, but to a large extent also a way of retaining customers. For a long time now, several companies have also had a sharp focus on “delivering a fantastic customer experience,” as stated in a study prepared by Bloomberg Businessweek. With good reason. Today, the customer has more options than ever before, and if the customer has a bad experience, it is not difficult for him or her to find another place to have his or her needs met. And a happy customer, on the other hand, often becomes an ambassador for the company and recommends it to others. At nps.today, we are specialists in good customer relations, and we are happy to share our knowledge. Do you want to read more about customer loyalty and the customer as a strategic focus area? Explore our large selection of exciting articles, cases and news here.
How to improve the customer experience
To create great customer experiences, it is first and foremost about understanding the customers, their needs and the processes they go through in their interaction with the company’s service and services; that is, the points of contact between customer and company. At nps.today, we are specialists in customer relations, and we know that good customer experiences are created through targeted work with both existing and new processes and services. For example, create great customer experiences by:
- Make the customer experience clear – what will you as a company give the customer when he or she shops with you?
- Know your customer. Talk often with those of the company’s employees who are in contact with the customers; who are the customers and how do they act? Feel free to set up customer profiles, and keep them in mind when you want to optimize your customer experiences
- Personalize the customer’s relationship with the company. The customer’s loyalty becomes higher if he or she experiences an emotional attachment to the company. In fact, companies that succeed in creating an emotional connection can outperform its competitors by as much as 85 percent measured by sales growth. It shows a study from the Gallup Business Journal. As part of the personal relationship, it is also a good idea to ask the customer for feedback on the customer experience immediately – what do they say? Also, make sure you dress your employees to be able to deliver the great customer experiences. It can be through relevant continuing education and courses
- Listen to feedback from your customers. One thing is that you now understand your customers and have initiated processes to improve Customer Experience. But how do you get answers to whether they work? Here, many companies choose to use a so-called Net Promoter Score, also called NPS. In all its simplicity, NPS asks customers: “How likely are you to recommend our company / product and why?”. It gives a so-called NPS score, which you can compare with other companies and get an idea of how good customer experiences are with you
Want to know more about how to effectively create more value for customers and how to measure impact easily and simply? At nps.today, we are specialists in customer relations, so we help companies create the best basis for an operational and automated customer loyalty program. Read more about nps.today and what we can do for you and your business here.