While many businesses and IT leaders see customer experience (CX) as a sustainable source of competitive differentiation, creating the experience is no easy feat, especially if it involves a massive organizational transformation that takes years and costs millions, forcing firms to seek new, more durable forms of competitive advantage.
But Gartner, the world’s leading research and advisory company, predicts that this year more than 50% of organizations are set to redirect their investments to customer experience innovations. They believe that the only way for businesses to nail customer experience across touchpoints is by developing and implementing intelligent solutions for customer experience management.
But why is customer experience so important?
Customer experience is an emotional connection. The customer has to experience it for themselves, and this depends on the way the customer was treated during their customer journey. Companies should consider this whenever dealing with a customer – customers don’t just interact with a brand, they immerse themselves in experience.
Naturally, when customers experience good products and services, they become more satisfied, making them want more. They become more loyal not only to the products or services but to the brand itself – even if this means having to pay more. In addition, customer experience gives a business its edge over other competitors, and builds that personal trust and confidence between a company and its customers.
Satisfied customer don’t look elsewhere for services or products, and they will surely miss you if one day you suddenly disappear. In other words, delivering great customer experience makes you irreplaceable. And being irreplaceable helps your company’s bottom line. Always keep in mind, treat your customer like a person and not a persona.
Now is the time to fuse CX leadership into your current business performance. Talk to us! Blink is a customer experience company and we want to help you innovate your current customer journey by mapping it and streamlining it using intelligent technologies like artificial intelligence, advanced analytics, machine learning, computer vision, beacons, and more. Most importantly, we want to generate a personalized experience for each of your individual customers which will increase your mindshare and produce loyal and active customers and brand ambassadors who will share their great experiences about your business.
Spend 15 minutes with us to discover how we can generate the best customer experience for your business today. Talk to us. +63(2)6263205 | +63 945-500-3127 | or email us at info@blink-digital.com.