Just two! ✌️
That’s the total number of chances a customer gives a brand before leaving them if they don’t find their experience satisfactory, according to research done by Emplifi.
Therefore, understanding customers is crucial and that’s where customer experience tools come into play. In a recent whitepaper that we (Customerization) produced, we worked on decoding precisely this – the customer experience (CX) – from the small business perspective.
For obvious reasons, larger businesses are able to provide a better customer experience as compared to small businesses, owing to the stark contrast in the number of resources and funds.
So how can small businesses bridge this gap? Which customer experience solutions and platforms will work best for them? Keep reading to find out!
Let’s start from the start.
It refers to a solution or software that’s developed to help businesses streamline and enhance the numerous interactions that take place between a brand and its customers.
It acts as a one-stop shop for all customer-related data (coming in from various marketing channels) and also provides the tools needed to analyze and optimize all customer interactions.
What does the ideal customer experience look like in these fast-changing times?
According to Adam Toporek (Customer Service Expert, Speaker, and Author) The future of customer experience will involve finding ways to use technology to create and maintain positive emotional connections with customers. Despite the human brain’s remarkable inability to distinguish the artificial from the real, organizations will still need to find the magic balance between technology-faced and human-faced experiences.
The future of customer experience will involve finding ways to use technology to create and maintain positive emotional connections with customers. Despite the human brain’s remarkable inability to distinguish the artificial from the real, organizations will still need to find the magic balance between technology-faced and human-faced experiences.
Another expert, Ricky Thakrar (Director of Enterprise Account Management), dedicated an entire PPT to explain how Zoho is one of the best customer experience software for small businesses and enterprise companies.
He believes that these days, it’s less about attracting or retaining customers and more about the experience you can offer them. Further, he defines experiences as each individual interaction that a customer has with the company – calling it a “touchpoint”.
Touchpoints together form a journey and aren’t restricted to Sales and/or Marketing alone but include all departments.
Technology helps businesses burrow down and get to the root cause of issues faced by customers that are keeping them from further interacting with them.
Basically, the best customer experience management platforms help businesses offer a much more personalized and seamless experience. Plus, they do so with minimal labor.
So which exact CX components should you look for in technology or CX tools to deliver a world-class experience to your customers? Maybe this will help –
Get closer to our team, we are always open to working together!