There is also a whole industry based around maximizing customer experience at “all points of contact” with a company, making this a very important topic for companies that want to succeed and have a competitive advantage. In this post I will talk about the three main characteristics that make a great customer experience and give some examples of companies that are doing a good job.
Rule number 1: Build strong relationships
A company that knows what its customers want can build a strong relationship with them. By not only giving customers what they are looking for, but also exceeding their expectations, companies can differentiate themselves. When that happens the satisfied customers return and use more of the companies’ services instead of its competitors. It is important to always stay in touch with customers, not only at the purchase time, but also on other special dates, like sending them an e-mail on their birthday to maintain a good relationship.