How to Manage Customer Experience

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Take customer needs seriously . Companies invest a lot of resources to ensure that deliveries arrive on time, that food doesn't get cold, that the product doesn't have any defects, and that baristas prepare drinks at a certain temperature. Moreover, consumers take everything good for granted, and they will definitely leave a bad review about a negative moment.

Sometimes complaints and dissatisfaction from customers can make you want to "hit back." But in the long term, it's better to mitigate the negative: remake coffee that's not warm enough, issue a promo code for the next order as compensation for cold pizza, or simplify the return of goods.

Attracting new customers is expensive, so it makes sense to work on keeping existing customers engaged with your brand.

Exceed expectations . Always give a little more than the customer expects for their money. For example, the iPhone's camera roll not only stores the user's photos, but also makes selections of the best moments with nostalgic music - a small thing, but a nice touch.

Evaluate interactions through the prism of emotions . What emotions belgium phone number lead does a guest experience when he enters your restaurant? Is it pleasant for him to leaf through the menu, does he like it visually? Is the interior comfortable for him, is there something to look at while he waits for his order. This way you will find growth areas that will leave a pleasant impression: hand cream with an autumn scent in the handwashing area, blankets on the seats by the window, stands for bags.



Conclusion
Customer experience is the impression a customer has throughout their entire interaction with a brand's products or services.
Key metrics for analyzing customer experience: NPS, K-factor, CSAT, CES, and CCR. They help find and fix shortcomings, and identify and enhance advantages.
The levers of influence on the customer experience are in the hands of the brand. To improve it, you need to clearly understand what the audience wants and how best to meet their needs.
Designing the best customer experience is a complex task that can be helped by CJM and a view of customer interactions in terms of their emotions and impressions.