Whether you’re a small business or a large international company your success is always tied to how your customers feel after every interaction with your organisation. Customer Experience (CX) doesn’t just affect your customers, it also has a significant impact on your employee’s performance with the power to make or break your whole organisation’s development. If you can finesse this tricky road, CX will be a powerful tool to grow your business, motivate your employees, and strengthen your brand. In today’s article to help celebrate this year’s CX Day, we explore how it benefits these three areas of your business.
1. Makes your customer come back for more
As a customer, you want to feel valued. You want to be treated with respect and as a human being rather than just a number in the system. And you certainly want to be helped to solve your problems if you’re paying a large amount of money for it. Your customers must be at the heart of everything you do. And you need to delight them because as long as they’re happy they will continue to do business with you and not your competitors.
The best way to achieve this is through a well-executed CX strategy that creates a lasting positive impression that fosters loyalty, trust, and long-term deeper relationships. 96% of customers will stay loyal to a brand due to great service. This shows that customers crave great experiences and 67% are willing to pay more for it. Whether they are making a purchase, asking a question, or seeking support, a seamless and positive experience will make them choose your business every time.
2. Your business will stand out from the crowd
Whatever sector you’re in, most businesses in the same industry are likely to have similar services and products at the same price points that solve the same problems for your target audience. So what makes you unique?
If your customers are browsing through the different options they have, they will not only look at your offers but also at other people’s experiences with your business. If customers complain about your business on social media and review pages, your potential customers will likely lose any trust they may have had in your business and look elsewhere. Similarly, if your business is recommended by people online or even better – a close friend or relative, it will almost always become the automatic choice.
This is because people trust the unbiased opinions of others more than they trust your marketing messages. And your customers will only tell others about remarkable experiences they had with your business, whether good or bad. By investing in CX delivery and training you will increase the chance of your customers sharing positive stories and therefore allowing your business to stand out for all the right reasons.
3. Get access to a gold mine of information
When your customers feel valued (as a result of having exceptional experiences) they will be more than happy to provide you with a gold mine of information. Gathering and understanding customer feedback is crucial for the success of your business. It will give you insight into what your customers prefer and how you can improve your product, service, CX and ultimately your business performance. On top of this, it’s a powerful way to act as a warning system for customer churn.
When you analyse customer feedback you may notice that the same need is constantly brought up. This is your cue to see how you could address this need. Sometimes it’s just through adding an extra feature to your product. Other times it may lead to you having to create an entirely new product or service. Either way, it will give you extremely valuable information that you will be able to use to innovate, improve and grow your business.
4. Happy & Engaged Staff
Just as CX influences customers, it also has a profound effect on your employees. The experience your customers have is directly tied to the work environment your staff operate in. Employees are the face of your organisation, and if they are empowered, they will deliver exceptional experiences to your customers.
Employees who work in a positive environment, where they are valued and supported, and where there is a strong customer-centric culture, are naturally more inclined to provide exceptional experiences. They should have the tools, training, and autonomy to solve customer problems effectively and feel confident in their roles.
Moreover, employees who feel connected to the company’s values and understand the importance of CX are more likely to take pride in their work. They become advocates for the brand, genuinely caring about how customers perceive the company.
One way for you to ensure employee engagement is by empowering them with skills and a professional qualification. A qualification like The CX Academy’s Professional Certificate in CX will not only give your employees a CX-centric mindset but also show them you value them and their work. Contact us today at info@thecxacademy.org to learn more.
5. Increased Profits
Finally as a cherry on top, the above will directly feed into your profits. Forrester found that in some industries improving CX by 1 point can lead to more than $1 billion in additional revenue. Although CX is all about how your customers feel, it translates to increasing shareholder value in the long term.
It’s a cycle, you make your customers happy, so your staff are less overloaded and spammed with complaints which in turn makes them happy. Happy customers provide feedback so you have backup data to help you innovate and develop new products and services. In addition to this, they feel comfortable where they are, so they stay with you and spend more money. This way your business grows.
CX creates better outcomes for customers, employees and your organisation
Customer experience is a crucial driver of business success. It doesn’t just affect customers—it impacts employees and the entire organisation. When done right, CX leads to happier customers, engaged employees, and a more profitable business. It creates a cycle of success that builds momentum over time, benefiting everyone involved. By investing in CX, you’re not only creating better experiences for your customers but also fostering a positive, productive culture for your employees and ensuring long-term success for your organisation.
If you want to learn more about designing and delivering a successful CX Strategy, enrol in our Professional Diploma in CX today.
