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.