Great customer experience is directly related to brand advocacy. According to a survey “74% of senior executives believe that the customer experience impacts the willingness of a customer to be a loyal advocate”. But how do you really define a great customer experience? Customer experience should not just be a reflection of the products or services but everything that makes up your brand.
In today’s world customers like to play smart. These customers notonlydemand for good products or services being delivered to them but also extraordinary experience they get throughout their buying journey. Customer service department should be updated on the buying patterns and the changing market trend which has a huge impact on the type of experience the customer is expecting. Studies show that “82 % of people have stopped doing business with a company due to a bad customer service”.
Know more about your customers and their behaviour by reading about the other customer experience facts which will provide you insights on why you should be more customer centric: