Let’s preface this blog by clarifying that customer service is not customer experience.

While customer service is an important part of the customer experience, it is only one aspect of the entire customer experience.

This blog post explores the importance of a successful customer experience and the myriad of benefits for your business.

So what exactly is the customer experience journey?

Customer experience is the holistic perception of the experience that customers have with your business. The customer experience is the result of every touchpoint between the customer and you.

Think of it this way, you’ve invited your partner’s parents round for their first dinner at your home. You bring out the good glasses, prepare your signature dish, de-fur the couch and ensure an all-round pleasing aesthetic to ensure they have a great experience.

Everything your business does impacts your customers’ perception and influences whether they keep coming back or not. A great customer experience is key to the success of your business.

The customer experience encompasses everything from the quality of your product, the cleanliness of your premises, and even ease of navigating your website. 

Research stats relating to the customer experience journey.

  • Acquiring a new customer can cost five times more than retaining an existing customer.
  • Increasing customer retention by 5% can increase profits by 25% – 95%
  • The success rate of selling to a customer you already have is 60 – 70%, while the success rate of selling to a new customer is between 5 – 20%.

Here are a few examples of a negative customer experience

  • Putting customers on hold for too long.
  • Bad after-sales service.
  • Ignoring customer feedback.
  • Unsatisfactory customer support.
  • Not showing empathy to clients.
  • A website that is difficult to navigate.

Factors to take into account with creating your customer experience strategy.

  • Learn about your customers’ experiences and what they want them to be like, customer feedback should lead the way.
  • Create a clear customer experience vision for your business.
  • Encourage a customer-orientated culture amongst your employees, to help build trust and quality relationships with your customers.
  • Aim to create a harmonious experience across all the touchpoints in your customers’ journey.
  • Gather the right data, analyze your findings, and execute policies in accordance with your customers’ needs and wishes.

After conducting intensive research involving a million customers across three continents KPMG Nunwood concluded that the following key principles are the fundamental building blocks for a successful customer experience:

  • Personalization
  • Integrity
  • Expectations
  • Resolution
  • Time and effort
  • Empathy

How Sepire enhances the customer experience

As industry specialists, we believe it is important to be selective in who we partner with. We therefore only work with customers who have a specific need for our specialized capabilities.

We start out with a comprehensive consultative process in which we establish the client’s strategy and goals before we continue to develop a customized solution. To further add value to the customer experience, each client is appointed a dedicated relationship manager. Our approach has always been 100% customer-centric.

Part of our customized solutions include personalized direct mail campaigns that help to build trust between our clients and their customers. 86% of consumers say personalization plays a role in their purchasing decisions.

Customer loyalty is no longer based on price or product. At Sepire we are confident and happy to say that our clients remain loyal due to the experience they receive.