Why we lose customers??

It’s easy for business leaders to pay lip service to the importance of providing a wonderful experience for their customers. But if you were to press these bosses and ask exactly what they mean by “customer experience,” you’d likely get a lot of vague and uncertain responses.

The fact remains that, no matter how much CEOs talk about customer experience, their businesses are likely to be losing around 20 percent of customers each year. So let’s get to the bottom of what makes a truly valuable customer experience.

The first thing you should know is that customer service and customer experience are not the same thing.

Customer service is something you provide. It’s the advice and assistance you give to the people who are purchasing your products or using your service. Customer experience, on the other hand, is about what the clients perceive while they’re interacting with your business, and the emotions they feel during that time.

It’s also important to keep in mind that customer service is always reactive – it’s all about how you react to the customers after they’ve contacted you with a question or concern. But customer experience is proactive – it’s all about an environment and scenario that you can design ahead of time in order to trigger a desired emotional response from the customer.

Every business should try to create an experience that exceeds the customer’s expectations because, when this happens, it leads to a strong positive response that will likely cause the client to become emotionally attached to the brand.

The problem is that most companies have no process in place to accurately measure the quality of their customers’ experiences. Instead, businesses tend to reach vague and baseless conclusions about the quality of the customer experience they’re offering.

Unsurprisingly, this can lead to some rather dramatic discrepancies. According to Bain & Company, a strategic-consulting group, 80 percent of surveyed companies claimed to deliver “superior” customer service. When customers were asked to rate the service of these same companies, however, only 8 percent agreed that it was “superior.”

Clearly, it’s safe to say that most businesses have a poor grasp on customer experience.