Why is "Customer Experience" So Important?

Saturday, May 23, 2020

Why is "Customer Experience" So Important?

No matter what industry you’re in, the importance of customer experience can’t be emphasized enough.  Think about it… Whether on a personal or professional level, think about the last time someone asked you for a recommendation regarding a service, restaurant, or product?  Chances are you recommended a company or product where the product and customer service exceeded your expectations.

It’s undeniable.  People remember the experience they have with your company, and the memories associated with that experience, positive or negative, are spread to their friends, family, and co-workers.  

Some facts to consider:

  • Brand loyalty is a direct result of positive customer experiences, and customers are willing to pay a premium to receive better customer service.
  • 91% of customers who are unhappy with a brand will just leave without complaining – but if asked by a friend… 40% will recommend others NOT to frequent your business if they received poor customer service.
  • 1/3 of customers make up their mind about liking your company after the FIRST customer experience.

But customer service and providing a positive customer experience isn’t a matter of just being polite and nice.  It’s so much more than that!  Customer experience in the modern age includes:

  • Communicating in a way today’s customers want to communicate – On multiple channels and in multiple ways.
  • Giving a human feel to their interaction with your company and not creating a frustrating experience when they are trying to get simple questions answered.
  • Ease and speed in the buying process.  People are tired of waiting in line or going through multiple steps to make a purchase or sign up for a service. They want the fact so they can make a quick decision and act NOW!

Knowing this, the question then becomes, how can your company provide the best customer experience?  

Most companies struggle with this task because they lack the technology, processes, and tools to deliver a seamless and friction-free customer experience.  They have multiple systems and processes patched together across a variety of channels and customer touchpoints, and nothing is aligned or synced.

Purplegrids makes this frustration a thing of the past and gives companies a single platform to manage all customer relationships in one place.  

  • Automate the customer journey and streamline the customer experience with AI Chatbots, Multi-Channel Engagements, and Agent Assist technology.
  • Get greater insight into how   you can improve customer service with Lead Intelligence, Smart Scoring, and Insightful Routing.
  • Boost productivity by automating customer interactions and leveraging workflow automation with tools such as Flow Builder, Knowledge Base, and 300+ pre-built integrations.
  • Increase conversions with intelligent chatbots, messaging precision by segmenting your contacts, and message broadcast abilities that allow you to communicate with customers on their preferred channel.

When you tie all this together, Purplegirds gives you the ability to impress customers like never before , build customer loyalty to new levels, stand out from the crowd, and ultimately boost your bottom line.  When you decide to take customer experience seriously, there’s no doubt you’ll notice the difference, and Purplegrids is the partner to help you become the customer experience leader in your industry.

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