Making improvements in client experience (CX) is a typical mantra that we don’t expect to go away anytime soon. Working on a plan to make improvements to CX is however significantly more difficult than one might expect.
You will need great research and an open mind. You will need to understand how your client interactions really work? Whether you are offering a necessary product or a discretionary one? Either way, why shouldn’t the CX be great? And if it’s a discretionary choice in a crowded market place you really don’t have much choice. Your competitors are already following this path.
Regardless of whether you’re in the B2B or B2C space, this is a priority. It requires a lot of information gathering and then objective measurement before you take on the effort and the expense. Then your investment in CX will be worthwhile and the expected revenue outcomes realised.
LogicaCloud can demonstrate to you how using Live Help and Video conveys a differentiated client experience, one that makes your product or service stand-out from the crowd.
An excellent customer experience drives perception of an excellent product/service…
Research shows that CX directly effects the satisfaction of customers:
- Good CX can drive 2.4 times more spend p.a. compared to those with a worse experience.
- 62% of B2B clients purchase more and stay longer with an supplier after a positive experience.
- 42% of B2C clients will make an extra buy after a good experience
- Satisfied clients are bound to end up steadfast purchasers with a customer lifetime value 10x higher than the amount they spend in the beginning.