Introduction Companies are increasingly recognising the power of customer experiences for building loyalty and securing sustainable growth. But how do you make your customer experience better, and how exactly does technology help?. Improving your customer experience (CX) isn’t just the right thing to do; it could be a major driver of future revenue. PWC research shows that 86% of buyers are ready to pay more for great customer experiences, and they are 3.5 x more likely to repeat business and advocate for your brand. An investment in CX can also improve internal profitability markers such as the cost to acquire a customer, says Harvard Business Review. Unhappy customers are lost customers, after all. While something as simple as saying ‘thank you’ to customers after a purchase can make them feel special and cared for, there is no shortage of ways to connect with customers. Rather than a singular action, it’s better to think of CX as an ongoing, iterative journey of many moving parts. Powering the journey — and simultaneously driving brand loyalty and sales growth — is technology; this likely will include tools you’re already using like your CRM. In this post, we’re looking at five ways to create breakthrough CX experiences using technology.
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