Thinking about your customer, experience, which might it be, Wow, How or Ow?!
๐ช๐ผ๐ ๐คฉ
The experience that leaves your customer walking away thinking, “Oh my god, that was soooo good!”
They ๐ tell their friends, relatives, network about it.
๐๐ผ๐ ๐
This is how most other companies do it.
It’s neither atrocious, but it’s not outstanding.
It might not lose your customers (yet), but it won’t win you any either.
And it will damage loyalty.
๐ข๐ ๐
Self-explanatory – it’s the ouch.
When your customer walks away from the interaction either saddened, angry or frustrated.
They ๐คฌ tell their friends, relatives, network about it too.
Some eye-opening stats for you
- 52% of customers would switch to a company’s competitor after just ONE bad experience (Zendesk)
- 41% of customer-obsessed companies saw at least 10% revenue growth in their last fiscal year, compared to just 10% of less mature companies (Forrester)
- 73% say CX is the number one thing they consider when deciding whether to purchase from a company (PwC).
๐๐๐๐๐ผ๐บ๐ฒ๐ฟ ๐ฒ๐ ๐ฝ๐ฒ๐ฐ๐๐ฎ๐๐ถ๐ผ๐ป๐ ๐ฎ๐ฟ๐ฒ ๐ฐ๐น๐ถ๐บ๐ฏ๐ถ๐ป๐ด ๐ต๐ถ๐ด๐ต๐ฒ๐ฟ ๐๏ธ
72% want immediate service while 70% expect anyone they interact with to have full context (Zendesk).
Here’s the ๐๐๐ถ๐ป๐ด ๐ถ๐ป ๐๐ต๐ฒ ๐๐ฎ๐ถ๐น ๐ฆ
Even a ‘Wow’ experience can become a ‘How’ over time if you don’t continuously innovate and improve.
How about you?
Whatโs your secret customer sauce?