While entering a hotel what is the first thing that we notice? Is it the Food? No, it’s the ambience and then customer service. Food comes much later.
Let me ask this, how many of you would rather go to a hotel, which provides the best food but the worst ambience and customer service? Very few of us I consider.
I took the example of hotel industry but it’s not different in other sector such as IT, Banking, tours & travels, and many more.
This is the case because as a consumer we value experience more than the product.
Maya Angelou famously said, “I have learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.”
As a customer experience matter, so whenever we design/create any product/services, we should take of the customer experience as well.
Let’s look at some statistics which points in this direction.
According to Dimension data, “84% of organizations working to improve customer experience reported an increase in revenue” It further reports that, “81% of the company recognize Customer Experience as competitive differentiator”.
ThinkJar found that, “54% of consumer are willing to pay more money for a guaranteed good experience.”
Wonderman reports,”79% of consumers want brands to demonstrate they care before considering a purchase.”
There’s value in keeping customer. According to ThinkJar,”Acquiring a new customer cost around 6X more than keeping an existing one”
Customer experience is an important factor to transfer new customers into regular customers and then into loyal customer. Chip Bell said, “loyal customer don’t just come back, they don’t simply recommend you, they insist that their friends do business with you.”
I hope it’s apparent now why we must concentrate on customer experience. Finally, I will say, “There is no product company, there is no service provider company. There is only one type of company and that is experience provider company.”