You are in the customer experience business- whether you know it or not.
— Outside In by Harley Manning and Kerry Bodine

As a small business, customers are your life-blood. Therefore, ensuring your customers have a positive experience with you is one of the most important tasks you can address. When customers have a favorable experience with you, your business wins. If customers have a bad experience with you (to any degree) it won’t just affect them, but will also affect your reputation among anyone else they happen to tell. It’s a pretty big risk to take.

Don’t believe me? Here are some stats from PwC:

  • 32% of all customers would stop doing business with a brand they loved after one bad experience

  • 73% point to experience as an important factor in their purchasing decisions, behind price and product quality

  • 43% of consumers would pay more for greater convenience

  • 42% would pay more for a friendly, welcoming experience

  • 65% of U.S. customers find a positive experience with a brand to be more influential than great advertising

While customer experience management has been a business trend at big corporations for a few years now, small businesses have an advantage over big corporations. Small businesses know their customers better, are better able to interact with and get feedback from their customers, and they are able to react more quickly and provide a more personalized experience.

THE SOLUTION TO GROWING YOUR BUSINESS IS TO ENSURE YOU ARE PROVIDING A GREAT EXPERIENCE THAT MEETS AND EXCEEDS YOUR CUSTOMERS NEEDS BEFORE, DURING, AND AFTER THE SALE.