The customer is the king, and his satisfaction should be prioritized over other organizational goals. However, Did you Know? In most annual business plans, the conversation around Customer experience management is often missing.
Nowadays, businesses look at earning profits, expanding their business, and creating demand for new target markets and buyers by building lead generation programs and ignoring strategies for retaining customers and growing existing relationships.
Customer Experience Management should form the core of every business.
Here are 15 inspirational quotes on customer experience management to help you on your entrepreneurial journey.
‘Customer is the king! Treat him like one, Make him feel like one!’
A customer is spoilt for choices. He has so many options to choose from in the market. Not only does he have the final say in the purchase cycle, but market prices are also determined considering the customers’ demand. Keeping the king happy and satisfied is very important because, with the growing popularity of social media, feedback and complaints spread within seconds like wildfire, and negative brand equity can tarnish the brand’s image in the public eye.
‘The four pillars of a successful business- purpose, professionalism, patience and a “people-first” attitude’
The four “p” s are easy to remember but difficult to implement.
The power of Purpose-driven businesses is vast. Businesses with a clear sense of purpose generate more revenue and attract more customers. Professionalism brings in discipline and establishes a code of conduct and respect for the stakeholders, especially customers and clients. When customers are respected and their time and opinion are valued, they return. Patience rewards a business in better sales, larger profits, and loyal customers. These take time as loyalty is not earned in a day. People’s first attitude boosts customer engagement loyalty and helps retain customers.
‘What’s the key to happy customers? Make them feel heard, wanted, and valued.’
‘Make Me Feel Important’ is what all customers are trying to shout at the top of their voices. You as a business need to hear that and give them what they want. Some ways to make the customer feel special are addressing their grievances and paying attention to their ever-changing taste and preferences. Moreover, businesses can reward loyalty, say thank you, provide excellent after-sales services, and of course, tokens of appreciation and acknowledgment go a long way.
‘Rise above just networking. Think big, think about building relationships!‘
You are still living under a rock if you are unaware of the magic of long-lasting relationships in business. Networking is temporary and short-lived. Don’t just market your products and services; try to connect with the customers emotionally. Once you strike the emotional chord start building relationships with the customers, you can be assured of their loyalty which will pay your business in the future.
‘When a business does not have a source of revenue, it fails. Customers are that source.’
It’s no surprise that many thriving businesses suddenly suffered due to a lack of revenue as they did not value their customers. Be it a partnership business, sole –proprietorship, or a startup at the very nascent stage of business, they all need revenue to pay the employees, bills, and other expenses to run the business smoothly or even plan further expansion. The business will come to a standstill without cash continuously flowing in the business. Wise businessmen always keep the source of revenue happy and satisfied.
‘Never take customers for granted. They are the protagonist of your story’
There is no sale without demand and no business without a customer. Always remember that there are hundreds of competitors eyeing your customer. One miss at your end, and you lose a customer. Losing one customer might look small, but if we calculate the customer lifetime value, i.e., the total amount of money that the customer would have spent with the business on its products or services over a lifetime, that makes a considerable number.
‘What is a business without a customer? Nothing but a perilous venture.’
There is a saying that without customers, you have no business being in business. Customers are the drivers of revenue. Companies often sideline the most critical aspect of business: customer satisfaction, which leads to customer loyalty, reduces customer churn, and increases customer retention.
Rome was not built in a day, which applies to customer experience management.’
Customer Experience Management isn’t an easy task but is also not impossible. The three main components of Customer Experience Management are – Discover, Engage and Deliver.
Discover and get to know your customers’ behavior and what exactly they are looking for. This information helps curate perfect content and market the product to the customer at the right time.
Engaging with customers daily through emails, phone calls, or addressing their queries and replying to their feedback helps build relationships. This, in turn, helps deliver exactly what the customers want at a competitive price. The process is long and requires patience but is worth the effort.
‘Get to know your customer and then give them what they want.’
The best marketing strategy is Care. Investing time in knowing the customer, their taste, and preferences pay in the long run. In a volatile market where there is cutthroat competition and every day a new product is launched, you can only deliver the best products and services, tailored as per the customer’s needs if you have complete information about them. There is no room for guesswork.
‘Customer experience management cushions your brand from unexpected turbulence in business.’
Do you remember how Nestle Maggi sailed through a crisis? It was the love of the customers that brought it back. Once a brand connects emotionally with the customers and resonates with their values, customers become emotionally invested in the brand. Customers tend to stick around at times of crisis.
‘Make yourself available for your customers, and they will return the favor.’
It is a give-and-take relationship. Customers help build a brand’s profile, but at the same time, brands must help customers. You must have experienced that some brands neglect their client after the sale. This speaks volumes of the brand’s values and ethics. Customers often like to associate with brands that provide quick after-sale services and make them feel valued.
‘Why incur PR and advertising expenses when you can cash in on customer loyalty .’
Businesses can save on advertisement and marketing expenses if they have a solid customer base comprising loyal and returning customers. No brand would want to compromise on the revenue earned from brand loyalty. Word of mouth and referrals can do wonders. All the business has to do is provide customer-centric experiences to increase brand loyalty and satisfaction.
‘Quit treating customers like strangers. They are your actual partners in your endeavor.‘
Businesses should realize that customers can make or break a brand; they have that power. A purchase starts and ends with a customer. Keep the customers informed, do not cheat or be sneaky with your customers because that will not do any good to your business.
‘Set your business priorities. Put Customer Experience Management at the top.’
Prioritize having a customer-centric approach and putting the customer first. The focus should be on building Brand Equity by valuing a consumer’s emotions, living up to the brand promises, providing high-quality products and services, and providing quick responses to the customer queries.
‘Customer experience management is not only an art but also a game of balance. In the quest to win over new customers, never neglect the existing ones.’
Customer neglect is the biggest mistake a business can make. Retaining old customers is more complicated than earning new customers. Returning customers are an asset to the business which no business would like to lose because that is a dent in brand loyalty. To avoid customer churn, businesses should utilize their resources to keep the customer satisfied, provide a good customer service experience, and make them feel like they are always special.
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