With 2020 just around the corner, what are your plans for your customer experience?
According to recent studies, customer experience will overtake product and price as the key brand differentiator by 2020. Expectations for customer experiences continue to increase across every industry sector, so investing in customer experience initiatives would be a beneficial plan for the success of your business.
Customer experience (CX) is essentially a customer’s perception of a brand. Every touchpoint between a brand and its customer — from its marketing and customer service to its telephone call handling and social media activity — will create a lasting impression on the customer: this is the customer experience.
Customer experience has a profound effect on consumer behaviour, transcending brand status and price, with 86% of shoppers willing to pay more for better CX according to recent statistics. 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.
At Douglas Stafford, we offer services for all aspects of customer experience management, from market research, mystery shopping and customer journey mapping, to brand standards audits and evidence-based training. Working with some of the most recognised brands in the world, our services have helped to develop and improve customer experiences for businesses worldwide for over 30 years.
Email us at email@example.com, or call us on 02392 830 011.