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.
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.
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:
testing your regular customers
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.
The Customer Experience concept 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 his mouth, the customer service you provide …
It seems simple. But something so simple becomes definitive to make the success of your initiatives.