Your customers are the most important part of your business. Think about it, without customers, you’d have no business. Customers are the lifeline to your business, which is why the Customer Experience (CX) you provide needs to be outstanding. There’s no denying the world of business is competitive, so if you can stand out with excellent CX, you’ll not only satisfy and retain customers, you’ll also be able to continue to grow your business. So, how do you provide a good customer experience? Chances are you already wear almost all the hats in your business, and constantly feel pulled in every direction. And now, here I am telling you to add another focus into the mix. Trust me when I say, providing excellent customer experience doesn’t have to be hard and it doesn’t have to take up all of your precious time. That’s what technology is for. The right tech will do the hard work for you, you just need to know what to invest in. That’s why I’ve put together this blog to highlight some of the best tech for helping improve the operations of your small business and more importantly, the customer experience you provide.
When it comes to what makes or breaks a business, there are a lot of factors that come into play. Arguably, however, one of the most important factors that contributes to the success of small business (and bigger companies, too) is the customer experience (CX). Even if your customer experience is okay, it could be what’s stopping you from entering new realms of success for your business. Customer experience is vital for long term business success, and there are many ways to improve it. One of the most effective ways to make your customer experience infinitely better is automation. Now, many small businesses believe investing in automation is for larger companies and they can’t afford it. However, if you’re trying to do everything yourself or with limited staff, it can add unnecessary stress and pressure, which will be passed onto your customers. Or, it can be costing you revenue because opportunities are falling through the cracks. So, in this article, I’ll be discussing why your small business needs automation to improve the customer experience, and how you can implement automation into your strategy today.
Think back to a time when you had an amazing experience with a business. Now think of a time where the experience you had was not so great. The experience customers have with your company can make or break their decision to buy. For this very reason, as a small business owner it is absolutely crucial you think about the customer experience you’re offering because a positive customer experience is vital to the success and growth of your business. HubSpot research shows more than 80% of companies who prioritize customer experience are reporting an increase in revenue. Not to mention these stats which highlight the importance of a positive customer experience: $1.6 trillion is lost each year due to poor customer service; customers will spend 17% more for a good experience; and customer-centric companies are 60% more profitable than companies that aren't.
As a marketer, you no doubt put a lot of effort into your marketing strategy. It can be a relentless process sometimes, right? But the truth is, no matter how good your content is, or your visuals are, and no matter how much of your blood, sweat and tears you pour into your marketing strategy, there is one thing that is more important to the health and growth of your business than anything else. That one thing? The happiness of your customers. It’s astonishing just how deeply the success of your business depends on the voice of your current customers, the truth is, happy customers are your biggest drivers of new business.