When Customer Experience becomes one the most important tools in your business
The “New Era” of Costumer Experience has just get starter!
Nowadays, there are a lot of people who are fearful of going out in public due to the coronavirus pandemic. People do not trust the other shoppers right now. Other people express fear while touching things. Fear of COVID-19 infections has driven more consumers to buy essential things online. 2021 promises to be much more different than this atypical year. A new set of changes, new challenges, new opportunities will take place next year. Contactless payments, self-service and customer experience are here to stay. Stores need to take precautions to try to keep customers safe inside a public space. Some of these precautions include queue management systems.
Consumers have endless options on the market. Low prices are not enough to conquer customer’s attention. And how can we do that? Companies need to bet on customer experience. This will be a huge advantage and can be the perfect tool to help you stand out from competitors. According to a study, companies that deliver superior customer experience bring in 5.7 times more revenue than competitors that lag in customer experience. This concept can bring to your business new sales, loyal customers and will help your store building genuine connections with their customers.
As we can see it is very important to focus on it and it is a tremendous opportunity to gain market. Below here are a few things that you should know.
1- Self-service and contactless solutions
Right now, we are getting used to QR codes to see the menus on our phones at restaurants. We are also getting used to contactless payments at supermarkets or even cafes. Contactless and self-service will be increasingly important for customer experience and we are getting conscious about it.
2- Service performance
It is increasingly common to use statistics to measure an organization’s performance. Tools like queue management systems contribute to improve customer’s and staff experience on a day-to-day basis. In addition, it provides data that store managers need to conduct actions and achieve high levels of efficiency.
Today, more than ever, stores are asking to customers at the end of their journey, how they have been treated by the employees of the store or how was their customer experience. It allows to define performance indicators to trigger notifications and create a results-oriented culture within the organization.
For example, with queue management systems it is possible to analyse and compare the performance between services and it oscillation over time, as well as have an insight into the production of a staff member to understand whether the worker is in fact meeting the productivity standards required by the company. In conclusion, this tool provides data considered essential to achieve a high-performance service network.
3-Customer feedback analysis
All information filled out by customers or staff members during or after the service is processed, displaying the assessment of the level of customer satisfaction and feedback from a specific service.
Based on statistics, managers can evaluate all information and make the return on investment be a tool for growth and continuous improvement of the services provided, maximizing profits and reducing risk.
In conclusion, customer experience will be part of purchasing in 2021. Customer-focused organizations who seek to ensure an improvement in the quality of service and attendance will certainly maintain an excellent business reputation and benefit with this.
- Businesses that exceed customer experience expectations have 1.5 times more engaged employees.
- 84% of businesses that work to enhance customer experience report an increase in revenue.
- Customers spend up to 140% more with a company after a positive experience.
On the other hand, if your business doesn’t provide a personalized and unique experience to your customers, you will certainly lose them.
- The number one reason customers switch brands is that they feel they are unappreciated.
So, it is time to treat your customers as they should be treated. If you continue to not pay attention to customer experience, you will lose them when you need them most. Customer experience is certainly worth it. For you. And for your customers. Bet on it.