In today’s highly competitive business landscape, providing a great customer experience is more important than ever.
Customers have numerous choices, and their expectations are continually evolving. Thus, it is very important that companies prioritize and excel in delivering exceptional customer experiences to stand out and build customer loyalty.
Through this blog, we have tried to highlight three major benefits of providing a great customer experience.
- Increased Loyalty
- Free-of-cost Marketing
- Build Reputation
Enough intro text, let’s get started!
1: Increased Loyalty
Customer loyalty is a critical concept in business that refers to a customer’s ongoing and consistent preference to choose a brand, product, or service. It shows the customer’s willingness to repeatedly engage with the brand or the company, often despite competitive offers or available alternatives.
Building and maintaining customer loyalty is extremely valuable as loyal customers tend to increase revenue, repeat business, provide constructive feedback, and reduce marketing efforts.
A loyal customer is often referred to as a brand advocate because when, as a customer, we love the brand, we feel we own it and thus, we always try to defend or promote the brand or its products.
2: Free-of-cost Marketing
Marketing is the most important pillar of a business. Companies are spending thousands trying to generate effective marketing that generates leads and return on investment.
But did you know that there is one kind of marketing technique that won’t require money, but just a good customer experience? While traditional marketing strategies still work just fine, there are more efficient strategies to take your company to the next level – word-of-mouth marketing is one of them.
Let’s go through a real-life example.
We all know ‘Netflix,’ right? But why is that? Well… A large part has to do with effective ‘word-of-mouth’ marketing. Netflix provides top-tier service to its users.
How? The platform uses behavioral analysis to recommend series, documentaries, and movies based on a user’s likes, dislikes, search patterns, and interests, showing that the user is well-understood.
Netflix also makes sure to connect with its audience on social media platforms, to keep the engagement going by posting memes, teasers, and frequent replies to the posts.
In return, what did Netflix earn?
It became a household name for at home video entertainment. And while “Netflix and Chill” might not be a conscious brand strategy, it’s a phrase that easily spreads the brand name far and wide.
3: Build Reputation
A positive customer experience leads to a strong brand reputation and a good reputation attracts new customers.
Let’s take Starbucks as an example.
At one point, Starbucks faced a crisis and started losing customers due to long queues, even longer wait times, and dissatisfied customers. What they did to turn this around was a marvelous trick.
If a customer is dissatisfied with their beverage and experiences an elongated wait time, the coffee is on the house. Yes, your drink is free!
And in a very short span of time, the customers forgot about the pain of standing in the long queues. Now, they loved the queues… Starbucks built its reputation of being customer-friendly and became the coffee king of today.
Conclusion
- It is rightly said that “a happy customer is a repeating customer”.
- A great customer experience is not just a nice-to-have; it’s a strategic imperative for businesses in today’s competitive environment.
- The benefits are clear and are highly motivating to keep your company running smoothly and with the support of your loyal customer base.
By prioritizing customer experience, businesses can foster long-term relationships and sustainable growth, all while delighting their most valuable asset – their customers.
One way of making your clients a returning customer is simply by avoid making mistakes in communications.
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