The shift in power from sellers to buyers has surely turned the tables. With a plethora of options existing in the industry, customers can switch between businesses in a second. This is where customer experience comes into action. Businesses often question why customer experience matters?

89% of the businesses contend based on customer experience which reflects how customer interactions act as game-changers. Brands that focus on providing an outstanding experience overpower the ones that rely solely on product innovation.

Every business wants customers to return to their business and promote it positively amongst their network. Through a positive customer experience, this dream translates into a reality. Make one customer’s experience frictionless and promote your business through them to a network of potential customers. Why customer experience matters in the long run? Let’s check out the details.

All You Need to Know About Customer Experience

What is Customer Experience?

From the salesman that guides your customers to the website that depicts product information, every part of a brand’s transaction makes up the customer experience.

In simple terms, customer experience is the total of a customer’s interaction with a brand throughout the sales process. After-sale services are a part of the customer experience as well. As soon as customers get into contact with your brand’s touch-points, the experience begins. Now, it is a brand’s ultimate duty to make the experience as frictionless and unforgettable as possible.

With various brands existing in the market, you can stand out from the crowd by amplifying the user experience. Customers are now aware of all the competitors that exist in the market and revisit a brand only when they receive a seamless experience. Every step of the customer lifecycle creates the customer experience and when they experience a smooth journey without any negative experience. As a business that operates in an evolving environment, supporting customers during the whole sales process is essential to delivering a smooth customer experience.

Building Long-Term Customer Relationships

Your job does not end once the transaction is completed. Exceptional customer service providers resolve customer complaints and queries after sales too. How many times have you abandoned a brand only because it failed to provide after-sale services? No customer would opt for a brand that does not intend to form long-term relationships. To maintain a positive reputation and strengthen long-term relationships, brands focus on after-sale services.

By facilitating customers through your customer support team, you ensure strong customer relationships in the long run. Customers want to have access to brands after the transaction in case of any inconvenience. To boost customer retention and brand loyalty, sales professionals should maintain a connection with customers throughout the sales process. Moreover, it is crucial to let your customers feel included by sending personalized messages and emails frequently.

Join Xoopah today and let us deliver a remarkable customer experience to your existing and potential customers. Through our all-in-one platform, businesses can send mass emails as well as personalized messages to their customers. Make your customers feel welcomed and retain them forever.

Why Customer Experience Matters?

• Turn One-Time Visitors into Loyal Customers

Customer acquisition costs seven times more than customer retention. Businesses prefer to turn their current customers into loyal customer bases. In such competitive times, it is not convenient for businesses to lose customers as customers can always switch to other businesses if not treated rightly. Customer experience is what changes one-time users into loyal customers.

Every brand has the capacity to deal with happy customers but responding to dissatisfied customers is what changes the whole game.

95% of customers shift to other brands when a brand disappoints them. By managing negative feedback, businesses can change customers’ perceptions of their brand. Reputation management is crucial to success as one negative feedback can drive your potential customers away from your doorstep. It is time businesses adopt review management techniques to kindly respond to customers.

Whenever you receive a customer complaint, ensure prompt response and solve their queries within a short period. The longer the response rate, the greater the possibility of customers shifting to other brands. Moreover, unhappy customers leave negative online reviews which put off potential customers through negative word-of-mouth. Managing reviews is more important than adopting promotional strategies as happy customers promote your brand transparently on their own.

Today, customers trust online reviews as much as they trust their close friends and family members. Make your customers feel heard and understood whenever they turn up with a complaint and resolve their issues immediately.

Utilize Xoopah’s review management portal to collect and manage feedback on a single platform. Build online credibility as we handle negative reviews efficiently. Improve customer satisfaction through review management and gain lifelong customers for your business. In short, the greater the customer experience, the greater the customer base of your business.

• Spreads Positive Word of Mouth

Would you trust a curated advertisement or a recommendation by a total stranger? A survey reveals that conventional marketing methods are losing their reliability and 84% of customers do not trust them anymore. We all know that advertisements are deceptive. The main goal behind the ads is to sell the product or service one way or another. The changing advertisement dynamics have brought word-of-mouth marketing into focus. Whenever customers aim to buy a product, evaluating Google reviews is the first step they take. A positive customer experience boosts your online reputation and attracts new customers. Businesses can create advocates out of every sale by ensuring a positive customer experience.

 Xoopah is an integrated platform that gathers and manages google reviews.

Sync your Google My Business account with Xoopah and ensure two-way communication through a single inbox. We enable you to create a consistent online presence by actively managing your reviews. You satisfy a customer through your products, the customer leaves a positive review and draws more customers to the business. Create this never-ending support cycle and boost your ROI by delivering unparalleled customer service.

• Adds Human Element

Automation can never overshadow the significance of human interaction. Delivering products and services without getting in touch with the customers’ limits long-term customer relationships. To build a strong customer relationship, human interaction is crucial as buyers want to be able to contact businesses before making a purchase. It ensures potential buyers about the products’ alignment with their requirements.

Let’s find out why customer experience matters in the long-run? Customer experience backed by human assistance goes a long way. Customers feel heard and included and the transaction exceeds monetary benefits. By incorporating customized text messages and emails, brands can stand out from their competitors.

Xoopah facilitates email and text messaging marketing. Google My Business alone cannot suffice for personalized messages, therefore, sync it with Xoopah and add a human element to your customer interactions.

• Lowers the Churn Rate

How many times have you abandoned an order midway through the transaction only because there was a lack of customer service? Customers easily switch between brands when a business fails to deliver a seamless customer experience. To avoid customer attrition, businesses need to level up their current performance and provide endless customer support and services. Bad customer experience tempts customers to leave your brand for better options. Increase the customer lifetime value of your business by enhancing the customer experience.

Add convenience to your customers’ lives through digitization and turn them into a loyal customer network. Only with Xoopah’s all-in-one platform, your brand can receive payments online through email. Our platform guarantees customer convenience and satisfaction through its online payment system and contact hub. Once a customer stops by your business, we ensure the one-time visit turns into a lifetime relationship.

• Boosts SEO Ranking

How many times do we recommend brands to others online and in person? Garnering customer support and brand advocacy through satisfied customers is a newfound promotional strategy. Not only does it advertise your brand free of cost, but attracts more customers than conventional marketing strategies. Business owners often ask themselves why customer experience matters. Customer experience can either promote your brand or dethrone it. By managing customer interactions with every touch point of your business, you enhance your online presence.

Never downplay the importance of positive online feedback as it boosts SEO rankings which generates organic traffic for your business. Rank higher on Google search results by using Xoopah’s business management services and boost your ROI. Maintain consistent brand visibility which is all you need to survive amongst the cut-throat competition.

Ways to Enhance Customer Experience

1. Gain a 360-degree view of your customers by using Xoopah’s centralized contact hub and market your product according to the segmentation.

2. Build a personalized relationship with your customers and make them feel heard and valued. We offer customized text message templates to contact customers.

3. Is your customer support team actively responding to customer queries? Value customer feedback and respond promptly to boost customer satisfaction.

4. Add FAQs to your website to allow customers to utilize self-service resources. When customers can access information online rather than standing in long queues for hours, they are more likely to return to your business.

Generate leads and increase your conversion rate by delivering unparalleled services. Join Xoopah today and boost your customer experience through our all-in-one business management platform.

Register for a demo today and see how we can help your business flourish.