Customer Experience: 3 (great) reasons to invest
Posted: Tue Jan 21, 2025 3:59 am
The current scenario shows us that brands and companies are increasingly focused on offering personalized service, which generates satisfaction, loyalty and, consequently, more profit for their businesses.
To achieve this goal, investment in Customer Experience is not only strategic, but also a priority, since consumers are increasingly demanding and prioritize products and services that respect their social, political, environmental and corporate transparency ideals.
Faced with high competition, strategies to delight in a more personalized way are part of a fundamental stage of the sales process, especially when we consider the different generational demands of consumers.
According to the research Millennials – Unravelling the Habits of Generation Y in Brazil, the public's tastes and preferences will always be indicators of future trends and, therefore, those who pay attention to this today can obtain valuable information about tomorrow's opportunities.
Actions focused on Customer Experience are likely to become qatar whatsapp data the main competitive field among companies in the coming years. After all, people now have more decision-making power than ever before, and are beginning to see the value of their purchasing journey and relationship with a brand as a whole, no longer prioritizing prices or offers from competitors.
Given the importance of the topic, I list three reasons that show that investing in experience is a fundamental strategy for competitive advantage:
1) It is more advantageous to retain
Every year, companies aim to sell more, and this often means attracting more consumers. However, it can be a mistake to focus solely on attracting a new audience, because in practice it is much easier to build loyalty than to win them over. And loyal consumers are much more likely to buy more of a given brand – the more loyal they are, the longer they will remain in your wallet.
Therefore, investing in CX with your brand or company is essential for loyalty and retention, which, in turn, guarantee the success of the business. If you are not convinced yet, I highlight a piece of data from the Marketing Metrics survey, which shows that the success rate of selling to an existing customer is 60% to 70%, while the success rate of selling to a new customer is 5% to 20%.
2) It is important to know your audience
Investing in CX also means investing in ways to know as objectively as possible what your consumers’ needs and desires are. Remember that the reach of an action is meaningless if it is directed at the wrong people. The work must be directed towards where it has the greatest chance of yielding a return. And
In other words, when you truly know your customer, loyalty actions can become accurate strategies in an increasingly competitive market, and your consumer will realize the value they have for your company.
3) Most admired brands offer great service
According to the latest national customer service ranking conducted by IBRC, companies that guarantee the best experience are among the most admired in Brazil. The Zendesk Customer Experience Trend 2022 survey indicates that more than 60% of consumers will give up on a brand after poor service.
These two figures show that the quality of service is becoming increasingly important for the evaluation of a brand by its audience. In other words, it is not enough to offer the basics; it is necessary to go further, investing in a humanized, accessible and convenient service strategy for the consumer in any of the channels they choose to use.
Finally, it is worth noting that companies that deal with a large volume of customer service need to have trained teams that know who their customers are and how to meet their demands. Therefore, investing in the best customer experience is the difference that can make an organization create more opportunities to grow and profit in 2023.
Don't be afraid to invest in your audience or bring them to the center. You, your brand and your audience all have something to gain.
To achieve this goal, investment in Customer Experience is not only strategic, but also a priority, since consumers are increasingly demanding and prioritize products and services that respect their social, political, environmental and corporate transparency ideals.
Faced with high competition, strategies to delight in a more personalized way are part of a fundamental stage of the sales process, especially when we consider the different generational demands of consumers.
According to the research Millennials – Unravelling the Habits of Generation Y in Brazil, the public's tastes and preferences will always be indicators of future trends and, therefore, those who pay attention to this today can obtain valuable information about tomorrow's opportunities.
Actions focused on Customer Experience are likely to become qatar whatsapp data the main competitive field among companies in the coming years. After all, people now have more decision-making power than ever before, and are beginning to see the value of their purchasing journey and relationship with a brand as a whole, no longer prioritizing prices or offers from competitors.
Given the importance of the topic, I list three reasons that show that investing in experience is a fundamental strategy for competitive advantage:
1) It is more advantageous to retain
Every year, companies aim to sell more, and this often means attracting more consumers. However, it can be a mistake to focus solely on attracting a new audience, because in practice it is much easier to build loyalty than to win them over. And loyal consumers are much more likely to buy more of a given brand – the more loyal they are, the longer they will remain in your wallet.
Therefore, investing in CX with your brand or company is essential for loyalty and retention, which, in turn, guarantee the success of the business. If you are not convinced yet, I highlight a piece of data from the Marketing Metrics survey, which shows that the success rate of selling to an existing customer is 60% to 70%, while the success rate of selling to a new customer is 5% to 20%.
2) It is important to know your audience
Investing in CX also means investing in ways to know as objectively as possible what your consumers’ needs and desires are. Remember that the reach of an action is meaningless if it is directed at the wrong people. The work must be directed towards where it has the greatest chance of yielding a return. And
In other words, when you truly know your customer, loyalty actions can become accurate strategies in an increasingly competitive market, and your consumer will realize the value they have for your company.
3) Most admired brands offer great service
According to the latest national customer service ranking conducted by IBRC, companies that guarantee the best experience are among the most admired in Brazil. The Zendesk Customer Experience Trend 2022 survey indicates that more than 60% of consumers will give up on a brand after poor service.
These two figures show that the quality of service is becoming increasingly important for the evaluation of a brand by its audience. In other words, it is not enough to offer the basics; it is necessary to go further, investing in a humanized, accessible and convenient service strategy for the consumer in any of the channels they choose to use.
Finally, it is worth noting that companies that deal with a large volume of customer service need to have trained teams that know who their customers are and how to meet their demands. Therefore, investing in the best customer experience is the difference that can make an organization create more opportunities to grow and profit in 2023.
Don't be afraid to invest in your audience or bring them to the center. You, your brand and your audience all have something to gain.