This is what a fantastic customer experience can do for your business
A fantastic customer experience not only creates loyal customers, but also opens the opportunity for the most powerful marketing approach: word of mouth! A good perception of your brand is only the beginning of a better story because people usually rely more on their family and friend’s opinions than what they hear from advertisements. When people have great customer experience they are certainly inclined to share it with others.
Everything a company does builds the customer’s perception of its brand. High-quality products create the possibility of an incredible customer experience, but if the service is apathetic or rude, the customer would receive a poor perception of the brand. There are many other components of customer experience: the speed of service or information, the environment, employee’s knowledge about the product or service, etc., but when all aspects of the business are mindfully geared towards creating that great experience for the customer, the results are evident and in most cases quantifiable.
I recently visited Kava Konnection, a cozy kava establishment in Greenville, SC. They did a great job creating that experience for me and my party. They provided a relaxing, enjoyable environment, the service was friendly, and he provided some basic explanation about kava, what to expect, and the options they had. Finally, he invited us to follow them on Instagram to learn about their promotions and events. His genuine interest of providing a great experience was reassured by the invitation. It was like saying “I know you’re going to have a great time and you would probably want to not only come back and visit, but also let others know about your experience here.”
Considering every step of a customer’s visit and taking the time to think of every possible detail that could create a good perception of the company’s brand creates that immovable belief that associates the brand with a great experience.