Nowadays, every market leader and analyst is telling companies the same thing: invest in your customer experience (CX), and you invest in your company’s growth. But creating and delivering excellent customer experiences isn’t as simple as it seems.
Customer expectations constantly evolve, forcing companies to adapt to new demands for speed, convenience, and personalization. Often, to excel in customer experience, you first need to invest a significant amount of cash into new technologies, processes, and team training.
It’s little wonder that many companies still see contact centers as “cost centers.” However, while investing in customer experience can be complex and expensive, it’s well worth it in the long term.
Convincing business leaders and shareholders to invest in automation technology, AI and other tools that improve the customer experience isn’t easy in an unpredictable economy. It’s even more challenging when defining the “ROI” of customer experience isn’t a straightforward process.
However, you don’t need to look far to see evidence that investing in CX pays dividends. Forrester has even released reports showing that leaders in customer experience earn more revenue, face fewer risks, and can charge more for their products.
Here are five crucial reasons why you should invest in CX.
Converting a customer once is great. Turning a customer into a loyal brand advocate who buys from your company year after year is even better. Investing in customer experience is how you convince your customers to keep buying from your business, even when new, cheaper alternatives are available. It is how you earn the loyalty of your top spenders and encourage them to spend more money on your products and services for years to come.
Your brand’s reputation dictates whether many new customers will consider buying from you in the first place. In today’s online world, most consumers can find plenty of information about a company and its commitment to customer service just by reading reviews and social posts.
While a bad customer experience will drive customers away from your organization, a good experience will help convince them to give you a chance. Your good reputation could be the key to differentiating your business from countless other organizations in your industry.
Investing in new technology to deliver AI-powered, enhanced, personalized customer experiences across every channel can be expensive, but it can save you money in other ways. Investing in CX can help turn your existing, loyal customers into advocates who promote your brand and recommend you to businesses.
This means you can spend less time and money on comprehensive marketing and advertising campaigns. 65% of customers say evidence of a good customer experience is more influential to their purchasing decisions than excellent advertising.
Investing in the right tools and solutions to elevate your customer experience can also impact your team and their productivity. For instance, the right contact center software, combined with wallboard solutions that allow you to track CX metrics, can offer valuable insights into where your teams thrive or need extra support.
This means you can create more effective training and coaching strategies. CX technology can also make teams more efficient by unifying channels and CRM data, so they spend less time looking for information and more time handling crucial conversations.
Great CX doesn’t just make employees more productive and efficient. If your employees feel satisfied and fulfilled by their work, they’re less likely to leave your business, meaning you spend less time and money on recruitment and training.
Plus, employee and customer experiences are intrinsically linked. Happy employees can deliver better-quality service, which leads to more satisfied customers. It’s a fantastic cycle that can transform your business results and revenue.
So, why should you invest in customer experience? The simple answer is you can’t afford not to. A great customer experience is the key to converting and retaining more customers, reducing marketing costs, and increasing revenue. It can also have a massive impact on the performance and satisfaction of your teams.
Find out how you can start investing in customer experience as your company grows today by contacting the team at Geomant.