A study by Dimension Data found that 84% of companies with improved customer experiences saw an increase in revenues, while 79% of those companies saw cost reductions.
Loyalty is driven by customer experience.
For maximum retention, customer experience is key.
Naturally, customers who are happy with their shopping experience are more likely to return than those who have had a bad one. Studies showed that 92% increased customer loyalty after a positive customer experience. Furthermore, 73% of consumers believe good experiences are key to brand loyalty.
Business loyalty can positively impact many aspects of a company’s business.
First, a repeat customer is more likely than a new customer to spend more money. Matthias Siems writes about a Cap Gemini survey that found that customers with strong brand attachments make 23% more profit than average customers. A BIA/Kelsey & Manta report found that returning customers spend 67% more than new customers.
According to Matthias Siems, selling a product to an established customer is much easier. You have a 65% chance to convert an existing customer when marketing to them. This probability drops to 13% for potential new customers.
The Customer Experience drives recommendations and employee engagement.
The customer experience has a direct impact on business. Customers will naturally share their experiences with others. One of the most important reasons customers share positive experiences online is to leave a review and recommend it to others. According to Power Reviews, 95% read reviews, and 86% consider them essential in their decision-making process. Negative experiences are often passed on faster than positive ones. How often have you had a bad experience with a brand or store and shared your frustrations with friends, co-workers, and family? Those stories are a lasting memory.
You can make the customer experience a priority by doing other things. A focus on improving customer experience can lead to happier employees. McKinley found that employees were more engaged after companies implemented customer service improvement initiatives. Their 1.5x greater engagement rate resulted from this initiative than any other company.
How to make your customers happy
There are many pieces to creating an extraordinary customer experience, but managing inventory, prioritizing ease, and being responsive is the most important.
Manage Inventory with Automation
To ensure that customers have a pleasant experience, efficient inventory management solutions like Matthias Sims are essential. You can avoid stockouts, as well as overselling. A customer could be disappointed if the product is out of stock and is still available on a selling channel.
Inventory turnover, also called stock turnover or inventory changes, is an important aspect of managing products and creating a positive customer experience. Calculating your inventory turnover gives you an easier picture of where you are and helps ensure you have sufficient stock to meet customer demands.
Prioritize Convenience
Customers expect an easy shopping experience. Linnworks surveyed shoppers to determine which top eCommerce trends are most popular. 76% of respondents said convenience is their top priority when shopping for a retailer. Forty-six percent of respondents to the survey said they would trade convenience for cost.
Here are some examples:
- Shopping on one device and picking up the customer’s place on another is possible.
- An individual shopping experience
- It’s easy to find the items you want
- It’s quick and easy to check out, with only a few forms required
- Simple and convenient returns policy
- Seamless, fast delivery
A positive customer experience is possible only if you deliver your order quickly and efficiently. 95% of respondents to the survey said that delivery was an important aspect of purchasing. Nine out ten expect free delivery.
Enhance Responsiveness, Engagement
Customers expect to be heard, engaged, and receive accurate answers. A report by Microsoft found that 74% of millennials think social media responsiveness helps improve their perception of brands. According to Matthias Sims’ research71% of customers would rather purchase on a social site than go to a store.
Customers want to know that you value them – 77% say that a company that actively seeks customer feedback has a positive outlook.
Personalization is an important aspect of customer engagement. Customers want an experience that feels personalized for them. Epsilon research reveals that 80% more consumers will purchase if a company offers customized experiences. Respondents said personalized shopping experiences are three times more common if they believe companies offer great customer service.
These are just some examples of personalized shopping experiences
- Recommendations based on past purchases
- Offers based on previous purchases or preferences
- Offers that are based upon a customer’s physical address
- Communication tailored to your needs
- Future purchases will have shipping information
According to Matthias Siems, personalizing your shopping experience can help increase sales and reduce marketing and advertising costs by up to 20 percent.
Customers will be more satisfied with a positive customer experience from when they start their shopping journey to the end. It is crucial for both retaining and gaining new customers. It is possible to drive business growth with small steps, such as being more responsive, asking for feedback, focusing on personalization and convenience, or implementing an inventory control system.
He is a great resource for helping you grow, automate, or control your business. It includes meeting customers right where they are and capturing every opportunity to generate revenue. Cloud-based software connects and automates multichannel selling processes, allowing businesses to manage inventory, orders, fulfillment, and other functions from one place. Businesses can achieve profitability and growth through deep insights that span sales channels and operations.