min read ·
September 9, 2021

Why Customer Experience Optimisation Is Important

As most enterprises develop exciting ideas to haul in audiences, the value of customer experience significantly raises the bar in the competition.

In this fast-paced, ever-changing society we live in, the customer experience remains one of the top priorities of businesses. Marketers always find ways to adapt new strategies to cope up in their respective industries. As most enterprises develop exciting ideas to haul in audiences, the value of customer experience significantly raises the bar in the competition.

Why Optimising the Customer Experience Matters

Providing a seamless experience can improve several aspects of your business, but it ultimately reels in more sales, as seen in the following percentages: 

  • 86 per cent of buyers are willing to pay more for a great customer experience;
  • 73 per cent of buyers point to customer experience as an important factor in purchasing decisions;
  • 65 per cent of buyers find a positive experience with a brand to be more influential than great advertising;

In that regard, businesses that adopt strategies tailored to satisfy customers can boost their brand awareness by 1.6 times, increase employee happiness by 1.5 times, and receive 1.9 times higher average order values. 

The Challenges of Building and Maintaining Positive Customer Experiences

Optimising the customer experience is not just a one-shot strategy. It requires support and tactical considerations to keep the customers’ keen and interested in the long run. According to research from Genesys, the top three factors that make it essential for businesses are to improve customer satisfaction, raise cross-selling, and up-selling opportunities. 

What Can Technology Do to Improve the Customer Experience? 

A report from Adobe Digital Trends says that organisations that classify themselves as “very advanced” in customer experience are up to three times more likely to exceed their former year’s margin. 

Emerging new digital platforms such as integrated cloud-based technology, which significantly helps businesses in their systems and strategies, notably accelerated this trend. A website’s UI and UX can make or break audiences’ interest on either desktop or mobile. In that sense, an unpleasant and not user-friendly interface can make your users less likely to revisit.

The Importance of Hyper-Focused Targeting 

Audience segmentation and targeting also boost customer experience management. Around 55% of marketers find it effective in delivering a more strategic approach in the market, therefore, hauling in as much interest and engagement in specific segments of the society.

Establishing Stronger Impressions by Tapping Your Market’s Emotions

Even emotional connection plays a factor in the customer experience. Customers tend to stay with a brand for longer if they find a mutual relationship. This is why brands also gear towards a lifestyle approach by producing advertisements that show real human emotions and mundane scenarios. A brand that knows how to touch its audience’s emotions can keep a lifetime value among its customers.

The Bottom Line: The Role of Customer Experience in Shaping the Success of Your Business

Engaging with your customers is essential because it keeps your pulse on the radar. And by staying on top of your market, you can deliver a customer experience that generates more for your bottom line. Customer experience can also lead to higher revenue since their purchasing decisions are influenced, making it easier to draw satisfaction and drive results from your marketing efforts. 

All these said, the customer experience makes up for a significant connection with your target market that pins you on the map of your industry. Position your business with friendly customer service and see how the customer experience grows with you. 

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