Customer experience deals with the holistic experience a brand provides its customers as they engage with their products services with the goal of keeping customer’s happiness and needs in mind.
Customer experience plays a pivotal role more than ever now. One bad experience and customers can be easily put off, and they would never return.Therefore, Brands should focus on rendering extraordinary customer experiences to be able to achieve more loyal customers. At the moment, brands are often only focussing on individual touch points when it comes to customer experience but fail to envision the holistic view creating multiple gaps when a potential customer (one who can be converted) engages with their product or service. Due to these gaps, brands are often unable to create that impact and struggle to maintain an equilibrium between customer needs and fulfilment.
Brands are not investing enough to identify and address key touch points of customers due to which a lot of requirements are left unmet. Customers, don’t give a second chance, they immediately hop onto the next stop when they don’t get what they are looking for the first time. End of the day, customers primary goal is to achieve what they set out for without much effort.Originally Published At