How an Excellent Customer Experience Drives Business Growth.
According to research, 61.5% of marketing professionals agree that poor customer experience (CX) leads to a loss in clientele. Unfortunately, businesses that don't innovate and stay up-to-date with the latest trends may find that their customers seek better service elsewhere.
Instead, to drive business growth, you should consider the ways your potential and existing customers perceive your brand. Having a good understanding of your reputation will enable you to make necessary improvements and continue attracting customers to your company.
By delivering an excellent customer experience, you'll find that your organisation is able to generate more revenue, allowing you to keep taking on bigger and better projects.
Read on to find out more about what today's consumers have come to expect and how customer experience drives business growth.
How Customer Experience Drives Business Growth
1. Customers Will Be More Loyal
Statistics show that 82% of engaged customers will always purchase from the same company when they need something and are less inclined to shop around. Additionally, customers who repeatedly engage with your business may be more interested in discovering what else you can do for them, giving you more opportunities to drive business growth.
However, the key to gaining repeat customers is focusing on the 'emotional' side of engagement. In other words, how does each stage of the customer journey make people feel? Your clients will become loyal when they feel valued and that your business genuinely cares about anticipating their needs.
The good news is that anticipating your customers' needs isn't as tricky as it sounds. Using modern cloud-based CRM (customer relationship management) technology, you can manage the entire customer journey end-to-end. For example, customers can easily manage bookings via an online portal, view real-time service updates, receive digital invoices and make instant payments at the touch of a button.
Receiving a speedy and reliable service has never been so straightforward, and your customers will want to keep using your company time and time again as a result.
2. You'll Be Able to Attract New Customers
When you deliver an excellent customer experience, your brand reputation will skyrocket. Unsurprisingly, 60% of customers say they trust reviews from friends, family and other product or service users.
Therefore, if you're consistently providing your existing clients with positive encounters, you increase the chances that they'll spread the word of your company and provide you with a new bank of leads.
Remember, customers are attracted to businesses that are:
- Knowledgeable: 46% of people will abandon a brand if they're not knowledgeable. As such, you must ensure that all your employees are clued up on your product or service.
- Friendly: 42% of people say they would pay for a more friendly, welcoming experience. Think about each touchpoint during the customer journey and how your customers will perceive your messaging. Everything, from your marketing efforts to your customer service team members, will influence your clients' feelings towards your business.
- Speedy: 70% of customers believe that speed of service matters the most. To deliver a swift service, you should review all your current ways of working to eliminate any inefficiencies, such as manual administration processes or outdated legacy systems.
- Convenient: Only 14% of customers report being happy with current business communications. Time-consuming phone calls and emails no longer work as part of your clients' busy days. Instead, people want more instant communication methods that will provide them with correct information whenever they need it.
If you manage to tick all the boxes, you're well on your way to gaining a stellar reputation and enjoying a drive in business growth.
When you use a state-of-the-art CRM system, the good news is that providing a speedy, convenient service is simple. You can eliminate the need to complete manual, paper-based administration tasks and remove burdensome, outdated processes from your employees' to-do lists. With all the free time, your people can focus on what they do best: providing a friendly and knowledgeable experience to your existing and prospective customers.
3. People Will Pay Extra for an Excellent Customer Experience
Customers who believe that your organisation satisfies all of their requirements will be willing to pay more for your product or service. In fact, you could double your business' revenue within 36 months if you improve your customer experience to a satisfactory level.
Therefore, it's worth thinking about how to provide an excellent customer experience and investing some time to implement your plan. In today's digital world, one of the best ways to improve customer experience and drive business growth is by employing technology to speed up your processes and enable seamless communications between your customers, back-office staff and field-based workers.
A complete job management platform, like BigChange, enables your team to work more rapidly and provide your customers with a better service. As such, you'll stand out from your competitors who continue to use antiquated ways of working, and people will be willing to pay a premium to use your products or services instead.
Create an Excellent Customer Experience and Grow Your Business with BigChange
Some systems manage relationships. BigChange helps you master them.
Our fully integrated CRM system gives you a 360˚ view of every account, contact site and contract. Deliver positive customer experiences at every level thanks to an array of dynamic product features.
Want to find out more?
Discover how Field Service Management Software from BigChange can make your business grow stronger and arrange a freedemo today.
