Customer experience (CX) is the new lifeline of business. Are you paying attention to this massive shift and it’s impact?
If you are not creating happiness in each and every touchpoint for your prospective and current customers, you are losing them to someone else who is. It steps beyond the boundaries of traditional customer service touching nearly every aspect of your business involving your culture, technology and human capital.
What is Customer Experience?
Customer experience is the overall outcome from each touchpoint your customer has with you throughout the customer’s journey. It is mapped from the very first point of contact through delivery of your product or service and sometimes beyond. It nurtures their needs.
Customer experience is the language of Millennials, luxury consumers and women.
Customer experience is an intentional effort that you create aligning you closer with your ideal customer. It is planning out each touchpoint, each phase and every product or service you offer. It is actively creating happiness, satisfaction and trust with your customers. It is the language of Millennials, luxury consumers and women.
Why Focus on Customer Experience?
Psychological studies are showing that people are happier when people spend their money on “living” than just “consuming.” This is in direct correlation with every business that sells to consumers…your role is shifting to becoming part of their life story, not just providing the product or service they need. Consumers seek for experiences they can share on their social media feeds, become one of them.
A solid customer experience increases bottom line revenue in 3 ways:
1. Improves customer satisfaction
2. Increases cross-selling and up-selling
3. Improves customer retention
Creating Happiness for customers has never been more important. They will actually pay more for a better experience!
86% of buyers will pay more for a better customer experience.
What can you do to improve your customer experience? How can you be creating happiness for your customers at every touchpoint? What can you do to nurture your existing customers? Make it so!
Wendy Dahl is the author of the forthcoming book “The Business of Creating Happiness” that brings the best of Positive Psychology and Emotional Intelligence to Customer Experience.
Key takeaways from this customer experience keynote:
1. The secret to aligning your company with your ideal customer
2. How to nurture customers throughout the customer journey
3. How to raise the happiness frequency for your customers
4. How to create buzz for your company with your customers
5. How to elevate your customer experience year after year