Good customer experience is key to customer retention. A customer can be happy with your product or service, but if they have a bad experience, they will not come back. The importance is that many companies are starting to give speeches to improve it and increase the number of returning customers.
Here are three things you should know before giving your following customer experience speech:
1) Customers want honesty from business people; don’t be afraid to offend them by telling the truth about how you feel about their problems and help them find solutions (i.e., “I’m sorry we messed up”)
2) Empathy goes a long way in building relationships when dealing with upset customers; you do not need to solve their problems for them, but it helps the customer feel better when they see that someone else cares about how much stress or anger this has caused (i.e., “I understand your frustration”)
3) Customer experience speeches are a way of life in today’s business world; customer expectations have changed a lot in the last ten years, and customer service representatives are now expected to have a high degree of social skills.
The customer experience is the sum of all customer contact, both online and offline. Customer experience includes not just customer service interactions but also how employees treat customers in their stores or on the phone and what they see when they visit your company website.