Every touchpoint between a brand and its customer — from its marketing and customer service to its telephone call handling, app and social media activity — will create a lasting impression on the customer: this is the customer experience.
Brands all over the world are realising the significance and lasting impact of the customer experience and recent studies have shown that customer experience is expected to overtake product and price as the key brand differentiator by 2020.
Customer experience has a profound effect on consumer behaviour, with 86% of shoppers willing to pay more for better CX according to recent studies. Positive customer experiences build memories and feelings about a brand, which drives brand trust and loyalty, leading to positive reviews and recommendations, resulting in increased revenue and customer retention.
Your customer experience needs to be convenient, immediate and seamless across every touchpoint that your business provides.
At Douglas Stafford, we provide touchpoint analysis solutions to measure and assess the qualities of every point of contact between you and your customers. Our solutions will help your brand create an optimal experience for customers across every touchpoint, leading to a superior customer experience, resulting in customer retention and increased sales.
If your business is devoted to the customer experience and want to provide the best customer journey across every touchpoint, then get in touch to see how we can help your business today!
Email us at email@example.com, or call us on 02392 830 011.