Business Description

Customer experience consulting, we create strong, long-lasting brand personalities and products through a rich mix of research, brand identity design, UX architecture, and product design

A positive customer experience is crucial to the success of your business because a happy customer is one who is likely to become a loyal customer who can help you boost revenue. The best marketing money can buy is a customer who will promote your business for you — one who's loyal to your company, promotes your business through word-of-mouth marketing, and advocates for your brand and product or service.

The way you think about customer experience has probably had a profound impact on how you look at your business as a whole. This is just one reason why creating and obsessing over a great customer experience is so important. (Or, if your current customer experience isn't up to standard, how to improve it and where to start.)

Customer experience is the impression your customers have of your brand as a whole throughout all aspects of the buyer's journey. It results in their view of your brand and impacts factors related to your bottom line including revenue. The two primary touch points that create the customer experience are people and products.

Are you blown away by the performance of the product? Are you delighted by the attention a customer support rep gives you to help solve your problem? These are some general examples of what factors are at play when creating a great customer experience.

A remarkable customer experience is critical to the sustained growth of any business. A positive customer experience promotes loyalty, helps you retain customers, and encourages brand advocacy.

Today, customers have the power, not the sellers. Who gave them this power? Us — with help from the world wide web.

Customers have a plethora of options to choose from at their fingertips plus the resources necessary to educate themselves and make purchases on the own.

This is why it's so important to provide a remarkable experience and make them want to continue doing business with you — customers are your best resource for growing your brand awareness.

So, how can you measure your customer experience to determine what you're doing well and where there's room for improvement?

The next step in building upon these customer experience principles is to bring to life the different types of customers who deal with your customer support teams. If your organization is going to really understand customer needs and wants, then they need to be able to connect and empathize with the situations that your customers face.

One way to do this is to segment your customers and create personas (or customer profiles). Try to give each persona a name and personality. For example, Anne is 35 years old; she likes new technology and is tech savvy enough to follow a video tutorial on her own, whereas John (42 years old) needs to be able to follow clear instructions on a web page.

By following the steps above, you now know what customers think about the quality of your service compared to the customer experience principles you have defined. The next step is to identify the training needs for each individual member of your customer support team.

Many organizations assess the quality of phone and email communication, however, a quality framework takes this assessment one step further by scheduling and tracking your teams development through coaching, eLearning and group training.

Customer expectations are higher than ever and word of mouth travels fast! And as the customer becomes even more empowered, it increases the importance of the customer experience.

Customer experience is an area that needs constant nurturing and care and, with a greater focus on customer experience strategy, companies will realize a positive impact on customer loyalty, higher retention and increased revenue growth.

Companies like Sharp, Bridge Technologies and SBC use SuperOffice CRM to deliver a better, more personalized experience for their customers. Book a 30-minute meeting today with one of our CRM experts. We’ll discuss your business goals and how we can help you reach them.

https://www.andyedge.com/customer-experience


Address:

Phone N: +01 (416) 471-7273

176 Yonge St. 6th Flr.

Toronto, Canada, M5C 2L7

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