Customer Experience involves all stages of a negotiation process, from retail email list the moment the customer becomes aware of the brand, browses the website, searches for a product, completes the purchase, to after-sales service or support. Investing in this customer routine and generating good satisfaction will determine what type of experience your customer will have and whether or not they will do business with you again.
The era of the customer, driven by social media and the massive presence of technology, has brought to the fore the need to care about those who generate revenue for companies. Customers are much more attentive; in just a few seconds, they can search for two or three companies in the same industry and have access to their reputation, problems, solutions and experience in contacting them when necessary. If in the past, what helped build an image was “ word of mouth ” , today, it is on the internet, summarized in a few characters. From now on, customer care will become increasingly individualized, which is why it is important to offer quality multichannel service at all stages of the business.
Remember that to create a good relationship with the customer and generate a favorable experience, the company's values must be true to what the customer perceives on a daily basis. There is no point in maintaining post-sales contact if the customer's needs or difficulties are not resolved. The team must be prepared to meet all demands.
Customer experience has become a differentiator for companies that want to stand out and thrive in the market. It is necessary to go beyond good service and know that any contact with the customer will generate a reaction that can be positive or negative. To make this experience incredible, it is necessary to invest in a joint effort from all sectors, not just marketing or the team responsible for sales. But, to do this, it is necessary to have a committed team to define a solid strategy with a specific focus on the brand's target audience.
