ChatGPT is right. Improving customer experience is crucial for several reasons. But, it doesn’t mention 3 of the most important ones.
I always think that we have to use new technologies and embrace innovation. So, if you are still wondering why you should improve the experience of your customers, you can ask ChatGPT. It will give you 5 very good reasons to work on this subject : Customer retention, brand reputation, differentiation, increased revenue and cost savings. It is very pertinent and you should certainly consider all those aspects when working on customer experience.
However, let me add a couple of things.
First of all, I think that the most important reason to improve customer experience is that there is no business without customers. As Peter Drucker says, “it is the customer who determines what a business is. It is the customer alone whose willingness to pay for a good or for a service converts economic resources into wealth, things into goods…”. Customer experience is one of the key factors for any successful business.
Secondly, customer and employee experience are closely linked. When customers live a positive experience, they are easier to manage and employees are less stressed. And, when employees are not under pressure and enjoy what they do, they deliver a better experience. This virtuous circle is a very good reason for all companies to build solid and coherent customer experiences across all their touchpoints.
Finally, stepping into the customers shoes enable companies to find new ways of doing their jobs and additional services or products that they could offer to make their customer experience even more attractive. Innovation is key to business growth and working on customer experience can certainly help.
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