October 1st marks CX Day, an annual global celebration of companies and professionals creating great experiences for their customers.
Will Perry, Regional Director, UK&I MEA, Medallia, has made the following comments about the event:
“CX Day is all about celebrating the critical role customer experience plays in driving real business impact. It’s a reminder that success isn’t just about what you sell, but how you make people feel, and that loyalty is earned through every interaction along the customer journey.
“The good news is that just one great experience can convert a customer into a brand ambassador. Gen Z customers are particularly likely to consider themselves ‘forever customers’ of certain brands. So, how are ‘forever customers’ created?
“According to Medallia’s latest research, customer loyalty comes down to product quality and experience. Customers who feel loyal are almost twice as likely to care about the quality of a company’s products and 1.8 times more likely to care about having the best service experience. On the flip side, nearly 60 percent of customers say there is at least one brand they have sworn they will never purchase from again due to a bad experience.
“The findings suggest that consistency, convenience and personalised experiences are key to retaining customers in the long run. What’s more, customers actually value the opportunity to share feedback on an experience to help ensure future satisfaction, so it’s imperative that brands have the tools to monitor, evaluate and optimise experiences at every step of the customer journey – especially if that spans online and offline touchpoints. A great strategy marries technology – for example, using AI to analyse, summarise and prioritise customer feedback at scale – with investments in customer-facing teams’ human-centric skills, so they can connect with customers on a deeper level.
“Today, CX is a key driver of business growth, and thanks to recent innovations, demonstrating the link between CX efforts and business outcomes is easier than ever before. To make the most of CX Day, encourage customers and employees to share their feedback. This is the exact purpose of CX Day, and will also help to uncover valuable insights your brand needs to drive long-term customer loyalty.”