Online Customer Experience Management
Posted: Tue Jan 21, 2025 8:51 am
Companies that deliver a consistently good customer experience work hard to delight customers at every touchpoint—and offer transparency along the way.
Example of good customer experience
The company sent out an email newsletter, but the promotion was also freely available in the restaurant itself. The customer did not need to take out his phone and show the message or print out a coupon. Although the restaurant was crowded (for obvious reasons), the employees politely communicated with each customer, making it clear that he was very important to them. In today's era of huge competition, consumer emotions are very important, if he likes it, he will definitely recommend you to all his friends and colleagues.
A satisfied customer pays more
Remember this golden rule. A customer who came to a gambling data russia phone number where he was greeted pleasantly, served pizza (gluten-free) if necessary, had gloves changed in his presence and the table wiped down, will remain maximally satisfied.
While these examples give us a good idea for creating a positive customer experience, they focus on more traditional, businesses. If you run a SaaS company, you'll need to consider a few additional factors during your analysis.
Nowadays, more and more companies are moving to the Internet (it is the age of high technology after all), you need to interest the client, establish contact with him and find common ground.
If you are a SaaS company or running a website or app, here are a few details to keep in mind:
Mobile experience
If you are online, you are accessible via a smart device, meaning customers can find your business anywhere there is cell service or Wi-Fi. The experience for these customers should be identical to those using regular computers.
This means that your website needs to have a comprehensive, well-functioning app. If it doesn’t, your site needs to be mobile-friendly and user-friendly on multiple devices. There’s nothing more frustrating than a company that has a great website but it sucks on mobile. The vast majority of customers now work through mobile devices.
Additionally, your app or mobile site should be as efficient as the standard version. You should be able to complete the same number of tasks using either a mobile or traditional device. Don’t sacrifice features for convenience. Put in the extra effort and resources, and customers will really appreciate it.
Example of good customer experience
The company sent out an email newsletter, but the promotion was also freely available in the restaurant itself. The customer did not need to take out his phone and show the message or print out a coupon. Although the restaurant was crowded (for obvious reasons), the employees politely communicated with each customer, making it clear that he was very important to them. In today's era of huge competition, consumer emotions are very important, if he likes it, he will definitely recommend you to all his friends and colleagues.
A satisfied customer pays more
Remember this golden rule. A customer who came to a gambling data russia phone number where he was greeted pleasantly, served pizza (gluten-free) if necessary, had gloves changed in his presence and the table wiped down, will remain maximally satisfied.
While these examples give us a good idea for creating a positive customer experience, they focus on more traditional, businesses. If you run a SaaS company, you'll need to consider a few additional factors during your analysis.
Nowadays, more and more companies are moving to the Internet (it is the age of high technology after all), you need to interest the client, establish contact with him and find common ground.
If you are a SaaS company or running a website or app, here are a few details to keep in mind:
Mobile experience
If you are online, you are accessible via a smart device, meaning customers can find your business anywhere there is cell service or Wi-Fi. The experience for these customers should be identical to those using regular computers.
This means that your website needs to have a comprehensive, well-functioning app. If it doesn’t, your site needs to be mobile-friendly and user-friendly on multiple devices. There’s nothing more frustrating than a company that has a great website but it sucks on mobile. The vast majority of customers now work through mobile devices.
Additionally, your app or mobile site should be as efficient as the standard version. You should be able to complete the same number of tasks using either a mobile or traditional device. Don’t sacrifice features for convenience. Put in the extra effort and resources, and customers will really appreciate it.