Focusing on customer experience is not crucial for my SMB right now:
is a myth. The reality is, thanks to daily advances in technology, “highly informed” connected customers are now able to dictate what experiences they want from your SMB.
That customer experience is influenced by every interaction they have with your company on every channel and on any device.
Your customers are the most important part of your growing business. You would be nothing without them.
Whether they came to you from an existing relationship, word-of-mouth, or referral, it is no longer enough to simply provide them with a product or service.
They want more. They want something personalized just for them.
This means that if you can provide them with this personalized customer experience (CX) — addressing their specific needs when they need you to — you will have an extremely profitable competitive advantage.
Therefore, SMBs must establish a robust customer experience strategy in order to keep up with changing industry and customer demands.
Every company provides a customer experience, beginning with the very first customer.
Your SMB does as well, regardless of whether you do it consciously or not. You interact with customers and provide them with products and services. This means that they have an experience with you and your brand, and it is up to you whether it’s superlative, awful, or industry average.
Small- and medium-sized businesses are in a unique position — they need to support digital experiences on top of already established interpersonal experiences.
Often, they aren’t fully equipped to support a complete omni-channel strategy needed to meet constantly evolving (and rising) customer expectations. But that does not need to be the case.
SMBs can level the playing field and effectively compete with their larger competitors.
Download the whitepaper to explore SMBs and Customer Experience – Myth VS. Reality and 5 ways to improve customer experience including understanding how customer experience extends beyond the initial sale and how to make it easy to engage with your company and work to anticipate needs.