The Shift from Audiences to Participants | Why Customer Experience Design Is A Must For The Product Developers4 min read
In today’s competitive business landscape, it’s no longer enough to simply offer a product or service and hope for the best. In order to truly thrive, companies must find ways to stand out and differentiate themselves from the competition. One way to do this is by focusing on customer experience and building emotional connections with their customers.
In the past, businesses often viewed their customers as passive audiences, simply consuming their products or services without much interaction or engagement. However, with the rise of social media and the proliferation of online reviews and ratings, customers have become more empowered and vocal. They expect to be able to interact with companies and have their voices heard.
As a result, the global CX Management market reached USD 8.79 billion in 2021 and is expected to grow 18.1% every year from 2022 to 2030 (Grand View Research)
This shift from audiences to participants has created a new set of challenges and opportunities for businesses. On the one hand, it’s now easier than ever for customers to share their experiences and opinions with a wide audience. On the other hand, it’s also easier for businesses to directly engage with their customers and address their concerns in real time.
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In this article, we’ll explore the importance of connecting emotion to transactions and how better customer service can change your business revenue.
Why Emotional Connections Matter
Emotional connections are important because they help create a sense of loyalty and commitment from customers. When customers feel a strong emotional connection to a brand, they are more likely to continue doing business with that brand and recommend it to others.
Emotional connections can also lead to increased customer retention and loyalty. According to a study by Empathica-
Furthermore, emotional connections can lead to increased customer lifetime value. Customers who feel emotionally connected to a brand are more likely to make larger purchases and are also less likely to switch to a competitor.
There are several ways that better customer service can change your business revenue:
- Increased customer loyalty: Providing excellent customer service can help create a sense of loyalty and commitment from customers, leading to increased customer retention and repeat business.
- Positive word-of-mouth: When customers have a positive experience with a company, they are more likely to share their experiences with others, leading to increased brand awareness and potential new customers.
- Increased customer lifetime value: Customers who feel emotionally connected to a brand and have had positive experiences with customer service are more likely to make larger purchases and less likely to switch to a competitor. This can lead to an increase in overall customer lifetime value.
- Improved reputation: Providing excellent customer service can help improve a company’s reputation and differentiate it from the competition. This can lead to an increase in brand trust and credibility, which can attract new customers and increase business revenue.
- Cost savings: Providing excellent customer service can lead to fewer customer complaints and issues, which can ultimately save a company time and resources in the long run. This can result in cost savings that can contribute to increased business revenue.
One example of a business that has succeeded in designing a tremendous customer experience is Zappos. Zappos is an online retail company that specializes in selling shoes and clothing.
One of the key factors that have contributed to Zappos’ success is its focus on customer experience. They have a strong commitment to customer service and go above and beyond to ensure that their customers are happy. For example, their customer service team is available 24/7 and they offer a 365-day return policy to ensure that customers are satisfied with their purchases.
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In addition to their excellent customer service, Zappos also focuses on building emotional connections with their customers. They frequently send personalized emails to customers, thanking them for their business and offering personalized recommendations based on their past purchases.
The combination of excellent customer service and emotional connections has helped Zappos stand out from the competition and build a loyal customer base. In 2009, Zappos was acquired by Amazon for over $1 billion, demonstrating the value of its focus on customer experience.
Hence, in today’s modern social media-hyped business landscape, customer experience can be the difference between a business succeeding or failing. So, if you are new to product design, you should probably think about your customers once again.
Do you have any Bangladeshi brands that made you amazed with their customer experience? Let us know, we would like to know theirs behind the scene story.
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