Customer experience includes everything the customer goes through when dealing with the company. However, it is still a poorly understood concept for most people, and a number of lies are frequently heard about it.
Some of the Biggest Lies About Customer Experience
1. Customer experience doesn’t matter
There are still many people who think that customer experience doesn’t matter. They think that people are only interested in the product or service they get, and the experience itself holds no importance. They couldn’t be more wrong. It’s not just about getting the product but how easy it is to get it that counts.
2. Pricing beats customer experience
There are many people who say that as long as you have the lowest prices in the market, you do not have to worry about the customer’s experience. However, remember that people will happily pay a bit more if it means getting a much better experience.
For instance, if there was a burger place that sold a burger for 3 dollars, but the employees were rude, and there was another burger place that sold burgers for 4 dollars, but gave you great service, which one would you choose? There are numerous examples of companies that charge a bit higher than others and still succeed due to great customer experience.
3. Customer experience is an expense
Many companies skip out on customer experience because they think they cannot afford to spend time and money on it. The reality is that customer experience isn’t an expense; it is an investment. If you make the customer’s experience great, you are making sure that you will get more customers in the future. Investing in customer experience is one of the best ways to make sure that your profits go up.
4. Customer experience eats into your profits
This lie exists because people have a poor understanding of how businesses work. When people have to spend money to make customer experience better, they think that their profits will decrease. What these people do not realize is that great customer experience allows them to increase their prices without losing customers.
If your customer service is fantastic, then people will be happy paying more than the competition. People want to be able to get what they want without feeling frustrated – which is exactly what good customer experience offers.
5. Customer experience doesn’t affect sales
Customer experience results in increased sales – this isn’t just something that we feel, this is something that has been proven through metrics again and again. The reality is that there are customer experience strategies which are known to directly increase sales.
6. People were going to buy from you anyway, so why bother with the experience?
This is the biggest myth about customer experience. People look at stats which show that your customers are now happier than they were before and they ask you the question – If they were buying from you anyway, then why are you worried about the experience?
There are several reasons why you should worry about the experience. One is that happy customers cannot be poached. If you make sure that the customer experience that you deliver is amazing, then your customers will not go to the competitions, even if their prices are lower.
Second is that customer experience can literally drive someone to buy something even if they had no intention of buying it. You just send them through the right sales funnel, give them all the encouraging nods, and you will have generated a sale.
7. Customer experience matters in brick and mortar shops, not online
This one couldn’t be farther from the truth. People think that customer experience matters only when it happens offline. It is easy to see why people think this way; when you go to a shop offline, you have to drive to it, enter their physical store, interact with their employees face to face, and pay them.
When you do it online, you simply click on a few buttons. It is easy to see why people will think that customer experience happens only offline. The reality is that customer experience matters much more online than it does offline.
When you go to a shop and you don’t like it, you don’t have much of a choice. You can look around for similar shops, but that’s about it. On the other hand, when you are online, you can go to another store selling the exact same things in a matter of seconds.
These are just some of the lies you will hear about customer experience. Remember that they are all lies though, and that customer experience is one of the most important things when it comes to sales generation.