{"id":486,"date":"2019-05-02T12:35:29","date_gmt":"2019-05-02T09:35:29","guid":{"rendered":"https:\/\/lekane.fi\/?page_id=486"},"modified":"2020-10-02T13:41:23","modified_gmt":"2020-10-02T10:41:23","slug":"asiakaskokemus","status":"publish","type":"page","link":"https:\/\/lekane.fi\/en\/asiakaskokemus\/","title":{"rendered":"Customer Experience"},"content":{"rendered":"
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A Good Customer Experience<\/h1>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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The Key to the Success<\/span><\/h3>\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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Previously companies competed with the quality of the products and services, but during the past few years, the emphasis has shifted to the customer experience. Developing the customer experience forces the companies to think their services from the customers' point of view. In this article, we go through some factors that have an effect on customer experience.\u00a0

What is a customer experience<\/a>
Why good customer experience is so important<\/a>
How to create a good customer experience<\/a>
Measuring the customer experience<\/a>
Developing the customer experience<\/a><\/p>

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Customer experience is connected to the rise of the internet and social media. Customers buy more products thanks to recommendations. The better the customer experience you offer, the more your customers want to recommend you.<\/p>

It's important to understand that the customers are not just subjects of your marketing and sales efforts but in the centre of your business. Even though your product would be of high quality, your customers will be your competitor's customers if your customer experience is not good.<\/p>\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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What is customer experience?<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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Customer experience is the subjective experience that forms in the customer's mind as a result of many things.<\/p>

The customer experience is the sum of many parts: brand, website outlook, customer service efficiency, tone of communication etc. Positive and coherent customer experience guides and enhances the purchase process and guarantees your company growth and success.<\/p>

Customer experience starts from the moment the customer finds out that your company exists. Customer experience can form through Google, website, advertising or other means of communication.<\/p>

It's good to keep in mind that the customer experience continues after the customer is not connected to your company any more. This is the reason why customer experience management needs to be ongoing and not to treat it as a single project.<\/p>

Customer experience can be the differentiating factor that gets the customer buy from you and not from your competitor. You can achieve the sales thanks to excellent customer experience even though your competitor's prices would be lower.\u00a0<\/p>\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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Why good customer experience is so important?<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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Customers want to have as much information as possible before buying anything to confirm that they are making the right decision. People ask for recommendations from their friends and search for them on the internet.<\/p>

If our friends or colleagues recommend a product or a service, we probably trust their word more than advertising and consider buying from the same company.<\/p>

Digitalisation and the rise of social media have amplified the good and bad customer encounters. Often people share their remarkable experiences in social media whether they were excellent or bad.<\/p>\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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Extraordinary customer experience exceeds expectations<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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The be able to create positive customer experiences you have to understand the customers' expectations and exceed them. This way, it's more probable that your customers share their positive experiences. It's much more effective marketing than just advertising.<\/p>

It's also useful to try to turn negative customer experience into a positive one so that you won't lose the customer.
It does not always require much to turn negative customer experience into a positive one; often swift action and maybe a small reduction in price are more than enough.<\/p>

The rumours of negative customer experiences spread fast and can create a bad reputation and drive out potential clients. In the end it's usually much more expensive to forget developing the customer experience than using money to manage the customer experience.<\/strong> Customer experience takes place in the customer's mind, whether you wanted it or not.<\/p>

Creating a customer experience starts when you understand the customer's expectations. Then you can plan how to exceed these expectations.\u00a0<\/p>\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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Measuring the customer experience<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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You can measure the customer experience with different tools and means. The best way for measuring depends on the clientele and industry. Here are some options:<\/p>\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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