Customer Experience encompasses everything that the customer takes in his backpack after being a user of your services. It may be the experience of using your product, an additional service that you did not expect and that has generated a good taste in your mouth, the customer service you provide … It seems simple. But something so simple becomes definitive to make the success of your initiatives.
Why is it so important to measure and improve the user experience your business offers your customers?Because it is the element key when it comes to building loyalty and improving the return ratio of your customers. In any company, clients are hard-won by advertising campaigns, investing in new products, and improving corporate image. These customers are very easily lost due to poor customer service, because you do not know how to retain them or fulfill their expectations.
Bad customer service is usually the hole in the hull of the boat through which the sinking water enters.
And as we well know, what is not measured is not improved or paid attention to. Hence, in recent years it has been gaining vital importance in the marketing mix of all companies.
In Eureka! usually (not always) work on the customer experience from three basic perspectives that can be expanded. They are customer service, customer satisfaction and customer loyalty.
Improve customer service.
It is the cheapest technique. Improving the customer service is cheaper and more effective than, for example, an advertising campaign. In addition, it is already a strategy that you can tackle with your own resources.
In Eureka! Marketing we also study all the areas and feedback lines that relate your client to your company (web, telephone attention, complaints) to see how they are managed.
Customer service is the big hole in company accounts: every time a customer leaves your business with a bad experience, what goes away is current and future income.
Satisfacción de clientes
We study your client’s satisfaction and detect faults, improvement areas, opportunities to cover and complementary services to offer attached to the principal. We do it in many different ways:
Perhaps the best thing about customer service is that the results are easily quantifiable, although they translate into medium-long-term revenue.
Loyalty programs for brands
Companies think that customers will last as long as they not receive bad attention. However, little by little the trickle begins and in the end we lose them… And we have to expend in advertising to get new customers.
Acquiring a new customer costs 100%, keeping an existing one costs 15%. Earning a new customer is expensive, keeping it very cheap. And a loyal customer spends more on your products than a new customer.
We can also add another advantage of loyalty programs: loyal customers will share their experience , becoming your silent salesperson.