The Customer Experience Gap
Here’s a sobering thought from Bain & Company: “When we recently surveyed 362 firms, we found that 80% believed they delivered a ‘superior experience’ to their customers. But when we then asked customers about their own perceptions, we heard a very different story. They said that only 8% of companies were really delivering.”
This year, we’ve written frequently on the topic of customer experience. In fact, it was a big part of our 2015 ecommerce predictions post way back in January. The customer experience involves all manner of touchpoints. If we focus exclusively on the digital world, it includes visits to your homepage, blog, product pages, shopping cart, checkout, confirmation emails, the use of your product, and customer interaction with your support teams.
This infographic from Sprinklr, a social media management company, helps us understand just how important it is to focus on customer experience improvements.
The key is to create a customer experience that lets you and your customers effectively and efficiently accomplish your goals. For you, this will be generating revenue. Your customers on the other hand, want a convenient shopping experience and to stay up to date with your brand and any relevant offers they can utilize.
Remember that creating a superior customer experience is not easy. It involves not just what your business offers, but how it is offered. Learning how to deliver both the what and the how takes time, patience, and the ability to learn from mistakes. But the payoff is huge. You getcustomers who are more engaged, who spend more money over time, and who tell their friends about your awesome company.
What customer experience challenges have you dealt with recently?
Tell us how you solved them in the comment section below!
The Cost Of Not Prioritizing Customer Experience Infographic
