Give Customer Experience the Boost it Deserves

Category: Business

In business, customer experience is described as an interaction between the customer and the organization over a period of time. It is a relationship with three dimensions to it – the customer journey, brand touchpoints, and the environment in which the customer experiences satisfaction. A good experience is one in which the customer is able to get what he or she expects. To give customers a good experience, the business must be able to involve the customer at multiple levels. It includes involving the customer emotionally, physically, and spiritually. Customers can be got to be involved directly as well as indirectly. Direct contact occurs when the customer takes the initiatives to buy from a business, the other – indirect, occurs when a customer responds to advertisements, media reports, an unplanned encounter with a salesman, or from a word-of-mouth recommendation (or sometimes criticism). The scope of customer experience is wide and may include customer care, advertising, appealing packages, product features, reliability, and ease of use. The foundation for a great customer relationship is laid not only by the contribution of the business but also by the company providing goods and services. In brief, we can state that customer experience happens before and after the purchase and must be memorable leading to brand loyalty. A customer experience strategy is therefore important for businesses to grow.