5 Interesting Facts About Customer Experience

Customer experience is a process that encompasses the experiences experienced by the customer from the beginning to the end of the communication with the firm. The interaction starts when the customer becomes aware of the brand and continues throughout the customer's lifecycle.

While customer experience is a concept we often hear in today's social media world, it is not one that has only emerged with the development of the internet. In the absence of the Internet, processes and packaging designs were similarly focused on customer experience. The difference between the present and the present is that the experience is now designed in more detail.

Returning to today's world, customer experience is designed throughout the customer life cycle. We can group the customer lifecycle in its most basic form into:

Customer Recognition of the Company

Internet research, social media comments, marketing activities, sales points

Purchase of products or services by customers

• point of sale (process) experience
• the process by which the relationship with the client is extended
• receiving services or assistance about loyalty/reward programs, product/service

How Your Customer Talks About You

Word of mouth marketing
To find a place for ourselves in today's competitive market, improving the customer experience is essential. For this, it is necessary to detect at what point customers have problems, what types of items they like, express or even realize their behavior.

Why is customer experience important?

The customers of the era have more say in many things than before. It is very important to offer impeccable experience in this whole process, as they are quite comfortable and often able to use the Internet when it comes to researching products, comparing and choosing with competitors. In order to survive in a market where the high cost of acquiring new customers becomes a great danger to profitability, you must remain in the customer's mind by personalizing the experience you provide.

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5 Interesting Facts About Customer Experience

• According to research, 46% of companies do not find the in-store customer experience they provide successful. Attracting new customers costs six times more than retaining an existing one.
• Companies can increase their profitability from 25% to 125% by retaining 5% of their existing customers.
• Happy customers tell about their positive experiences to 4 or 5 people. Unsatisfied customers describe their negative experiences to 9 -12 people.
• 2 out of 3 customers think that the company and person they receive services do not care about them.
• Only 1 out of 25 unsatisfied customers indicates this to the company from which they received the product or service.

In this case, you can start improving your customer experience from your website. Thanks to Efilli's handy tools, you can review your site through the eyes of your customers and reach them exactly where you need them.

With Efilli, you can create diverse funnels to create campaigns tailored to your customers, offer personalized instant and lasting offers, and review how they use your website. Request a free demo to experience it now. Contact us for more detailed information.

Sources:

https://www. The-future-of-commerce. com/2020/03/04/Chicken-or-the-Egg/
https://www2. Deloitte. com/en/en/Pages/Strategy/Solutions/Customer-Experience-Management-Services. Html
https://www. Sap. com/registration/protected/default-overlay. Html? pdf-asset=845e5693-477d-0010-87a3-c30de2ffd8ff&page=8

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