Why CX is important
for business and for companies
The customer experience (CX) is how your customers perceive a brand, based on their interactions with it. It is the sum total grade of each touchpoint of your organization. This spans the full customer journey map of every touchpoint, from what they first see on your advertising materials to how they feel about the conversation with your customer support team post-purchase. The better the interactions, the better the experience may be counting. For an organization to better count, not each touchpoint, is important to count experience during all customer touchpoint journeys.
What is your opinion on how important Customer Experience is to the organization? How CX impact overall business success?
Providing a great experience for customers, organizations will likely sell more products or services and increase revenue, brand loyalty, and word-of-mouth referrals, while also reducing customer complaints, negative reviews, and product returns, all of which will have a positive impact on business and its overall.
What is your feeling/opinion about how our organization performs in terms of Customer Experience?
We have a very good approach, we try to understand the needs of the client and clearly explain what we offer. But I think it’s very important to know about CX for each member of the team.
How our company conducts customer experience in your area of activity? Externally for our customers but also internally for the employees? What is the connection between these two things?
I think our organization has made a big bet on the CX. Now the transformation of the organization is taking into account CX and customer experience.
CX often reflects how the organization’s employees feel about their work, so satisfied and supported employees are more likely to enable positive customer experiences. Empathy is key and can help organizations build trust and enable a loyal customer base.
Why internal Customer Experience is important? How it ultimately affects business results?
What are the intangible effects?
Internal CX shows that the company is customer oriented. This improves the quality of services. Satisfied customers do not have complaints or negative feedback about employees and the company as a whole. And this, in turn, improves comfortable conditions for work and development.
Intangible effects are employees’ satisfaction with the work process and the result in general. Organic company growth does not require additional investment.
What sort of impact on our business do you think the good practice of customer experience is having?
We sell expensive and sophisticated products. And if we understand better our client, his tasks, and needs. We will be the best in the market.
What are the long-term effects?
I think that when using CX we get an improvement immediately
Finally, do you think/feel we are doing enough? How did you come to this conclusion?
I think for CX we can’t do enough, we have to strive for it and it’s a never-ending process.
Where do you see room for improvement? What do you think is the best-case scenario?
I see room for improvement in the simplicity of complex things. We need to explain complex things to our clients as simply as possible and not leave the client alone with his problems.
To understand customers’ needs and prepare the best decision for them, with maximum understanding and involvement in a process of customers’ business.
CX should be the mission of the company.