A “winning” experience is one that separates you from your competitors and emotionally bonds your customer to your brand. Have you intentionally designed what customers should think and feel throughout your customer experience?
Every experience is made of both tangible and intangible elements. Tangible elements include the product or service, the price, or how quickly a customer gets service. Intangible elements include the feel of your physical space, the authenticity of your employees and the music playing in the background.
Moments of Truth
When customers interact with your company by visiting your website, trying your service, calling your call center, or even talk to a friend, they are left with a perception or feeling about your organization. If they feel good, they are happy and satisfied; if they feel bad, they are unhappy and frustrated. These are “moments of truth” that quickly end up on Facebook or Twitter.
As a company, you need to be nimble and adaptable to ensure that your customers’ overall experience is highly satisfying or memorable.
So what is NPS? Net Promoter Score is a customer experience metric that measures loyalty and is predictive of business growth.
Find out who’s on Customer Experience by Design’s Top Customer Experiences List?
Research indicates that 80% of buyers have stopped doing business with a company because of a bad experience and 20% of those buyers will never do business with such a company again.