Customer experience without a doubt is an integral part of Customer Relationship Management. It is very important for a business to ensure that their customer has a positive experience with their business because only this ensures brighter chances for them to become a repeat and loyal customer. While all businesses try to stand out from the crowd by delivering excellent customer service, there are many factors that keep on impacting the customer’s experience. Let’s see the top 5 factors that impact the customer experience.
5 Factors That Impacts Customer Experience
Different customers would have different needs and constraints. Remember that every customer tends to balance their needs against their constraints. Consumer experience will be good or bad based on how well the product/service meets those needs while conforming to the constraints.
One of the most important factors of customer experience is PRICE. This one factor defines the exact value the customer is able to extract from the product\service. Every customer desires the best price for the product or service, if the same is overpriced or has hidden charges they would feel the product is of less value for them and would also feel cheated.
If your product or service is easily accessible for your consumers, then definitely this would create a positive customer experience. The availability of your product/service when the customer needs it the most is very crucial. If your product/service is not available when your customer needs it, it would automatically drive a bad customer experience.
Quality is an indispensable part of customer experience and it has the power to hurt the company over a long run. Getting a customer buy your product is just half way to your destination, to reach your destination you need to ensure your product\service quality is top-notch. As quality products is the key to deliver great customer experience and this is what leads to loyal customer experience.
5. Post-Sale Service/Support
In many industries post-sale service/support is very essential. Business needs to take into consideration different methods of delivering service/support to their customers, as this drives the right customer experience. Again time is also a factor; support needs to come in the right time and with a satisfactory resolution.
It is impossible for a business to provide best-in-class customer experience. With so many factors impacting the customer experience, it is practically not possible to impress each and every customer. Even though the business always needs to keep trying to impress each and every one by focusing on the 5 factors mentioned above. This would help them plan their strategies for different customer segments and derive long term financial benefits.