Customer experience is the most important aspect of any business. It is what separates a company from its competitors and it is what makes customers loyal to a brand. The three pillars of great customer experience are: customer service, brand loyalty, and employee experience.
Customer service is the first pillar of great customer experience. It encompasses everything that happens before a customer purchases a product or service from your company. This includes how easy it is to find information about your products or services, how quickly you respond to inquiries, and how well you handle complaints.
The second pillar of great customer experience is brand loyalty. It covers everything that happens after a customer purchases your product or service from your company. From how well you follow up with customers after they purchase something from you to how often you contact them with offers for new products or services customers need to feel like they are being treated as an individual rather than just another number in your database.
Lastly, if your own employees are not happy, they will not be able to provide great customer service and deliver a great product or service. Most organisations overlook how simply keeping your employees informed and giving them regular updates and acknowledgements on what they’ve been excelling in lately can greatly improve the teams’ overall productivity and help everyone navigate where they can help out more.