With the proper design and implementation, an improved user experience can have great effects on your business and the overall performance of your company. But you might ask yourself whether it is worth putting in the time and resources to ensuring my customers have a good experience? Or, in other words why should I employ methods that improve the customer’s experience. What are the benefits?
The prosumer is a new customer
Before you begin any strategy for user experience, you need to know your customer. We live in an ever-changing environment, partly due to the integration of technology in nearly every aspect of our lives. Your customers’ needs and preferences are no exception. A new digital customer is highly informed and is engaged on various channels and demanding. They are also able to influence other consumers via social media and on the internet. The prosumer is a new customer that requires special attention and a very satisfying experience. We’ll be a prominent voice in the “word of mouth” system if we can attract these people and exceed their expectations and possibly even be able to surprise them. Another modification we’ve observed is that the image that the brand portrays isn’t very important to consumers nowadays when making a purchase decision. What is more important to customers is their opinion of others who have similar tastes. Check out this site to find out a useful source on digital work collaboration.
You’ll have a memorable customizable, and distinctive user experience.
Making sure that the customers are satisfied, ensuring that the experience they have with your company or organisation is, for them, special and memorable It’s only the first, albeit essential action to create an experience for customers that will have an impact on the overall business. Let’s look at some benefits of using strategies to improve the experience of customers.
Increase sales and customer or user loyalty
There’s no doubt that a customer who is content and happy with the service they received, or who received personalized treatment that is customized to their requirements and preferences, has better purchasing options as opposed to one who feels unappreciated or had a bad experience. Furthermore, a customer who is satisfied will be more willing to purchase or test different products (cross-selling) or services.
According to a research conducted by Forrester Research, companies that work on customer experience management increase their advantage by 14% with regard to customers who are more willing to spend than those who don’t.
You can also increase your profitability, as you can charge a higher cost than your competition for a superior product or service, without the risk of losing customers due to the fact that the customer will value the entire experience, not only the price.
An increase in the number of users or customers
The role of the prosumer is becoming more and more crucial as we’ve said previously. We’ve previously mentioned that consumers trust others’ experiences more than brands’. Prosumers are powerful spokespersons and voice. They can assist you to get in touch with people who are interested in your products or services.
Enhance the brand’s image and credibility / lower marketing costs
This is the result of the last point. What marketing campaign is more effective than your satisfied customers? Due to their influence and social media, new customers will discover the quality of your products and services. An organization or company that offers poor service will have to “cover the gap” through marketing efforts and relocating customers who are lost.
Refusal to change
We frequently say “If it isn’t broken, don’t fix.” A satisfied employee experience improves a customer’s refusal to change their service, shop or service. Change means risk and, when a consumer is completely satisfied with their requirements and is comfortable with their choices, they will be reluctant to embark on a new adventure with an unclear ending.
Reduce the cost of personnel and increase utilization of resources
There is a rising trend to automatize certain processes , such as queue management or the first stage of physical service. These processes allow better use of the available resources of staff, because staff are not required to deal with responding to questions or instructing users. Instead, staff can focus on their job and devote their entire time doing what they do best. This results in lower personnel costs.
Reduced complaints
In addition to being negative for the business, they require time to process and staff to handle the situation. This kind of situation is prevented by offering a positive customer experience.
Improved work environment and employee recognition with your brand
A more pleasant user experience leads to satisfied customers, which decreases the chance of dealing with angry customers , and the exhaustion and pressure that entails for the worker. Furthermore, one of the keys to a great customer experience is the interaction between the various departments or the people in the various stages of the customer journey who strive to provide a satisfying overall experience. Having this common goal increases the employees’ understanding of the brand and its objectives.
There is a chance that the methods for improving user experience could be employed to effect adjustments to the business’s practices and routines. However, it’s a worthwhile option, considering the potential advantages.
If you’re interested in how technology can aid you in managing your customer journeys, and increase the customer experience and efficiency, take a look at our queue management guide.
