Why CX ?
For a business to grow and become more profitable, it needs to retain its customers and attract more, you’ll be looking for ways to reduce customers churn and attract more customers.
Great if you can keep doing both, however, it doesn’t always work this way ! Ask anyone in business and they’ll tell you that it costs 5 to 10 times more to attract new customers then to keep your existing ones, not to mention the time and effort !
You need to maximize customer retention, not only that, but wouldn’t it be ideal if your existing customers can help you attract more customers too?
That’s where customer experience or CX comes into play.
It’s easy to be fooled by all the bells and whistles the the word CX have recently been used for, but, CX really boils down to how you (your staff) made (and continue to make) the customer feel! More than 70% of customer experience is the result of “human interaction”, it’s always about the people and that’s where we must focus most of our efforts!
Improving customer experience = higher profits!
As your customers become more engaged with your business, they will be happier to spend more with you, come back more often and recommend you to their network of family & friends.
The good news is that it’s not difficult to make things better for your customers, your staff and YOUR bottom-line, all at the same time!