What is it that brings a customer back to a particular retail store after making their initial purchase? While some may mistakenly believe it’s solely based on the quality of the product or service purchased, the truth is, it goes much deeper beyond that. While these elements do contribute, the overarching customer experience is what continues to convince a customer to return to a particular store. As far as customer retention goes, customer experience plays a much more important role than many would give it credit for. In today’s markets, many products and services are ubiquitous, meaning the true value comes in the ways in which businesses can differentiate themselves amongst their competition. Typically, this comes in the form of improving customer experience. Exceeding expectations can delight your users and make your store stand out. Going above and beyond on shipping, service, or even small touches like thank you notes can surprise customers and get them talking about the brand. These word-of-mouth referrals can lead to new customers and more profits. By contrast, failing to meet expectations erodes loyalty over time. The customer experience can help build emotional connections, as customers are more loyal to brands they feel a personal attachment to. In attempting to create a customer experience that keeps customers coming back, be sure to heed the information found within the infographic exhibited alongside this post.
How CX Can Combat Customer Churn an infographic provided by BillingPlatform, a company offering a specialized cloud billing platform