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Qualtrics Partners Guide to Understanding the Importance of CX

by Marquette Turner Luxury Homes

in Money & Business, Technology, Variety

When it comes to businesses, a lot of things have changed. The internet has probably become one of the most useful tools a business can have to create a presence for potential customers, and along with it, the way marketing is done has also evolved, mainly focusing on mobile devices, desktops, and laptops. 

With it, the way businesses obtain information about their customers, and how they use it, also changed. Pieces of software can be used to study analytics that provides valuable information about services and products provided by a business, and this information can be used to make decisions meant to improve the overall performance.

And with the rise of this type of analytics, valuable information known as Customer Experience, has become very valuable in the current market. 

But how does it work, and in what way does it matter? In this guide according to Qualtrics partners is a partnership that focuses on customer experience, we will guide you throughout the process of understanding how valuable it can be and how businesses can improve their sales with it.

The Basics of CX

CX, also known as customer experience, is a process in which a business studies the reaction of a customer during various stages of the buying process, whether it is related to a service or a product. It covers a lot of aspects of the process related to the pre-purchase, the consumption of the product, and the post-purchase period.

The main aspects it deals with, though, are related to the behavioral, sensorial, affective, and cognitive aspects of the whole process, including the three previously mentioned processes.

This can englobe a huge deal of categories included in the whole customer experience, such as the emotional response, the senses, feelings, and perception that the product or service receives, the involvement, and the memories they can create. 

Overall, it can be described as the impression a product or service can cause in a customer before, during, and after the purchase. If you visit this article over here, you’ll get even more detailed information about the definition of customer experience and its history, but… What does it have to do with businesses?

How Customer Experience Can Be Used

A business or company that provides a type of product or service can use this aspect as a form of marketing to create an impact that stimulates customers into buying more, so they can increase their overall sales. 

This stimulation is meant to cover certain aspects of CX, but its ultimate objective is to create an impact on the customer, even before it has purchased the said product or service, and after the purchase has been done.

However, to do that, you have to understand your customers and know what they think, feel, and sense about your products in general. That’s why it can be complicated since you need access to specific knowledge, tools, and methods to have reliable analytics that could be used in the creation of this impact or impression.

How does a company create a good customer experience? Well, there are many ways, but to simplify it, if a service satisfies a customer’s needs for a long time, if a product fulfills what it promises, or if a service or product can be used to create long-lasting memories, it pretty much creates a positive CX.

Staff and Tools

However, a company requires specialized staff or tools to be able to create a positive customer experience that leads to a positive response. It is not something that can be done without preparation, since it is much more than just providing good services and products. If you do invest in it, achieving a lasting, positive impression becomes even more doable. 

In a way, focusing on this aspect is a technique of creating trust and reputation, which directly aids you in the process of building the foundation of your brand, but customer experience can also be negative, and that’s one of the objectives of CX services, to avoid a negative response.

Why Negative Responses Are So Dangerous

A negative response related to your products and services can harm your business big time, even more, if your business is starting and there’s little to no reputation that could be used to build trust between you and your potential customers. 

A good example of a bad response related to CX is a bad review left on a Google page, caused by dissatisfaction because of a bad product or service, possibly caused by poor durability, bad performance, or problems related to the company, like a bad customer service experience or a bad impression caused by one of your employees.

This review can ultimately turn away potential customers from even trying some of your products or services just because a single customer had a bad CX, just for the sake of avoiding experiencing the same thing. 

Of course, when it comes to businesses, it is something that is meant to happen, but ideally, a company should work hard on creating positive responses, and CX is capable of this when done properly. 

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