Strategy #2 The 24/7 Customer Experience
When Econsultancy and Adobe conducted their Annual Digital Trends report, they asked B2B companies to state the single most exciting opportunity for 2020, Customer experience (or CX) came in first (beating content marketing, video marketing and social!).
The Temkin Group found that companies that earn $1 billion annually can expect to earn, on average, an additional $700 million within 3 years of investing in customer experience.
For SaaS companies in particular, they can expect to increase revenue by $1 billion.
That’s right. Investing in CX initiatives has the potential to double your revenue within 36 months.
According to research by PWC The more expensive the item, the more they are willing to pay,
Customer experience is your customers’ perception of how your company treats them. These perceptions affect their behaviours and build memories and feelings to drive their loyalty.
What can your business do to go the extra mile that others might ignore? What different mediums can you explore to receive the most thorough customer feedback?
Investing in creating a helpful experience for the consumer can be the difference between a business going belly up after five years or continuing on for decades.
One digital solution is to install a chatbot which encourages visitors to reach out with any questions through a chat feature immediately upon visiting your website. You also have the opportunity to have these chatbots hold links for them to view your Instagram or Facebook feeds as some customers are more visually drawn for their decision making.
Chatbots work when you don’t. Not all customers want information within your business hours. Chatbots can help get their questions answered.