Customers today are more connected than ever before. They are equipped with the tools to research all products, services, and companies before making a purchase decision. They also have the ability to learn from other customers’ past experiences with companies due to the wide reach of online word-of-mouth. Because of these customer connections, companies need to care more than ever about producing positive customer experiences to set themselves apart from the competition and to improve their customer experience ROI.
Customer experience ROI is composed of three factors: brand loyalty, word-of-mouth behavior, and likelihood for consumers to make repeat purchases. Studies have shown a direct correlation between these factors. Positive customer experiences leads to higher brand loyalty, positive word-of-mouth, and the consumers are more likely to recommend the company to their friends and family.
Take the time to analyze your customer experience ROI to define the areas that could be improved. Make your customers feel as though your company is accessible. Create emotional connections with them and help them accomplish what they need to as easily as possible. All of these things will improve your customer experience ROI and will foster stronger customer relationships in the long-term.
Having trouble defining metrics to measure your customer experience ROI? The Harmon Group is here to help. Our team can help you develop a strategy to improve your customer experience ROI. Contact us today to get started.
Until next time,