In an ever-evolving business and commerce marketplace, customer experience has emerged as one of the keys to success. In fact, 32% of customers will leave a brand after a single bad experience.
Even worse, when a consumer loves a brand, 59% reported they will still walk away after they’ve had two bad experiences. It’s no longer enough to offer a great product or service. Successful merchants need to also deliver a seamless and enjoyable customer journey throughout a consumer’s entire interaction with the brand.
Technology plays a pivotal role in optimizing resources and ensuring customers are well-taken care of, but brands need to ensure the customer journey works well from start to finish.
In the latest issue of CustomerThink, Ubiquity COO Corey Besaw outlines the key elements for building and maintaining customer journeys that remain meaningful for your customers:
The customer journey isn’t one-size-fits all
Anticipate your customers’ needs
Manage expectations and be prepared for logistic failures
A strong customer journey isn’t just about the customer
Employee engagement is also a key component of an enhanced customer experience. Employees who are passionate, knowledgeable, and empathetic can lead to more positive outcomes.