Customer experience is a hot and most searched topic these days, and for good reason, it has been also placed in any business success strategy in recent times. Amplest of studies show that improving the customer experience can have a significant impact on customer retention, profitability, and growth.
Customer experience actually encompasses every aspect of a company’s and brand’s offering that is the quality of customer care, of course, but also advertising, packaging, product and service features, ease of use, and reliability. To the extent they do think about it, they all have different ideas and methods of what customer experience means, and no one more senior oversees everyone’s efforts.
What Customer Experience Is- Do we all know about it?
Customer experience is actually an internal and subjective response customers have to any direct or may be in direct contact with a company. Direct contact between the company and customer generally occurs in the course of any purchase, use, and service and is usually initiated by the customer. Indirect contact most often involves an unplanned encounter with representations of a company’s products, services, or brands and takes the form of word-of-mouth recommendations or criticisms, advertising, news reports, reviews, and so forth.
Temkin has basically identified 3 major components of customer experience as follows:
We have encompassed them in our short article which is elaborated as below-
Was the interaction successful between the customer and company, as perceived by the customer, were they able to accomplish what they wanted to do? This smaller component thought seems very low but is an important aspect of the customer experience.
How much effort did the customer have to personally put forth in the interaction with the company, and how easy was it to interact with the company? If the customer’s efforts were up to the mark, surely a company could achieve a meaningful conclusion from the interaction. This could lead to a better customer experience in the future.
What was the emotional outcome, and how did the customer feel during the interaction? Answers can range from “upset” to “delighted”. This emotional component of the customer experience can lead to a meaningful conclusion at the end of the interaction. The emotional involvement of the customer is like the cherry on the top of the cake for the customer experience.
Concluding at the end of this article, there are many several components of the customer experience but the main 3 are a success, emotion, and effort.