Customer Experience or Satisfaction?
Posted: Tue Jan 07, 2025 5:57 am
Nowadays, it is necessary to have more than just satisfied customers to keep companies active. A customer can be satisfied with a company's product or service, just as they can be with a competitor's product or service. However, having an experience related to a service or product is much more than customer satisfaction , it is feeling emotion, connection, loyalty, even feeling love.
Customer experience is the points of contact or interaction of a customer with a company in terms of use, habit, custom, experience, emotion, feeling...
If we want to generate experience, it is essential to gather as much information as possible from our customers before the moment of purchase and at the moment itself if we want to establish a connection that generates an emotional bond, that is, to know what they ask for, what they expect and what they get in relation to what we offer.
The key to creating a good customer experience lies in the people involved in the experience and in designing a good multi-channel strategy.
People involved in the experience: Clients and company staff
To generate a good experience, it is necessary to have a global knowledge norway phone number the client: Where are they? On which channels? What do they like? What do they reject? Why do they move? What motivates them? Who do they interact with? There are many methodologies that provide knowledge of the clients in these terms, from in-depth interviews, storytelling, ethnographic interviews, bulletin boards… (in future posts we will develop these techniques).
The staff that facilitates the customer experience, in the process of the experience, the staff must be involved and committed to the company's objectives. All people who participate in the experience must be aware of the value that it brings to the company and to the clients. The company's job is to generate a corporate culture with values focused on generating positive relationships throughout the experience environment.
On the other hand, generating a good experience depends on a good design of the multichannel strategy, which generates a unique and compact experience, seamless in all available channels and at any time. Designing the different customer journeys based on the information provided by customers is key to achieving Experience. If the design is carried out only with information from the company's processes, the result may be different than expected. The recommendation here is to test the multichannel strategy with a customer journey defined by the customer themselves.
Customer experience is the points of contact or interaction of a customer with a company in terms of use, habit, custom, experience, emotion, feeling...
If we want to generate experience, it is essential to gather as much information as possible from our customers before the moment of purchase and at the moment itself if we want to establish a connection that generates an emotional bond, that is, to know what they ask for, what they expect and what they get in relation to what we offer.
The key to creating a good customer experience lies in the people involved in the experience and in designing a good multi-channel strategy.
People involved in the experience: Clients and company staff
To generate a good experience, it is necessary to have a global knowledge norway phone number the client: Where are they? On which channels? What do they like? What do they reject? Why do they move? What motivates them? Who do they interact with? There are many methodologies that provide knowledge of the clients in these terms, from in-depth interviews, storytelling, ethnographic interviews, bulletin boards… (in future posts we will develop these techniques).
The staff that facilitates the customer experience, in the process of the experience, the staff must be involved and committed to the company's objectives. All people who participate in the experience must be aware of the value that it brings to the company and to the clients. The company's job is to generate a corporate culture with values focused on generating positive relationships throughout the experience environment.
On the other hand, generating a good experience depends on a good design of the multichannel strategy, which generates a unique and compact experience, seamless in all available channels and at any time. Designing the different customer journeys based on the information provided by customers is key to achieving Experience. If the design is carried out only with information from the company's processes, the result may be different than expected. The recommendation here is to test the multichannel strategy with a customer journey defined by the customer themselves.