Positive and negative sides of Customer Experience service

Derkach Anastasiya

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Customer experience is a common denominator that includes the entire range of customer interactions with the brand. Usually “customer experience” starts with an acquaintance with the company. Next is the beginning of interaction, order, payment, use of goods or services, brand support. At each stage, the consumer gets in close contact with the company and brings his or her own unique experience out of it all.

92 % of Scheduling clients declared that the CX level corresponds with sales results.

The customer experience has an impact on the following actions of the user:

to buy again or not;
to tell you about the company or forget about it;
to leave feedback online or not;
to say good or bad things.

As well as any experience, it can be positive or negative. The estimation is formed by the emotions of the client when meeting the company at a point of contact. The point of contact is everything, which the company uses to addresses the audience.

The process of customer experience research has its advantages and disadvantages. Let’s start with the last one.

High cost

Hiring outsourcing companies to study customer experience can be considered the most expensive type of research. In addition to payments to contractors, survey participants may be encouraged to spend money on renting premises and equipment.

Time

Another shortcoming of a study is the time it takes to complete it. This method involves research and interviews. The first and second points are closely related – the longer the study lasts, the more expensive it can be for the company.

But the benefits of customer experience, gained from the study, are much greater than the disadvantages. See for yourself!

With this research method, you can

Increase brand preference

Clients are delighted when they witness personalized experience. Those brands, that focus on interacting with consumers at all points of interaction, have a greater number of regular customers.

Reduce customer churn

The cost of acquiring a new customer is higher than the cost of maintaining an existing one. A satisfied customer stays with the brand and probably not because of such a factor as the product’s price.

Inspire the protection of customer interests

Unforgettable customer experience leads to happy customers. Frequent visitors are the best brand ambassadors or supporters of the company’s brand.

Increase revenue

Satisfied customers increase revenue by increasing sales, and positive verbal words help the organization to increase the value of sales of new enterprises.

Customer service is an important part of any business. The benefits of good customer service include repeat customers, increased sales and improved cash flow.

Scheduling worldwide helps you to develop a positive consumer experience. It is important because positive CX increases brand loyalty and the customer’s chances of making regular purchases.

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