Why Is Customer Experience Important?

If you think of customer experience as situations when a customer deals directly with your company, represented by a call center agent, you’ve missed a lot. As customer experience is beyond customer service, it cares about every touchpoint where your customer meets your business. It could be at a store, on a website, via WhatsApp, or even while scrolling social media. The question you should ask for each touchpoint: “Was it satisfying for the customers? Or have they faced friction that pulls them back from achieving their goals? A good customer experience reflects on other business elements you might not have known they’re connected to before.

1- Customer Churn Reduction

Why do your customers leave? A good question! Maybe they have had a single bad experience with your business; 25% of customers do that. While 46% of customers leave after two unsatisfying experiences. The question is: “How bad was the experience?” Was it the quality, time-consuming, exhausting, money-draining, etc. Solve the biggest experience issue, and the churn rates will instantly go down.

2- Current Customers Lead Higher Purchase Rates

What makes purchases more trusted actions? That happens when the customer goes through a seamless purchase process: they pick their items or choose the services, and within the estimated duration, they have the products or the services already covered. On the other hand, a customer should expect issues, as things happen, but how your company facilitates submitting complaints, and how fast they deal with and care about every issue, that’s the question. Also, was applying for a refund easy? Were the returns received on time?

So, when a customer enjoys a purchase experience, his purchase rate from your store is expected to increase by 140%, as you’ve already gained his trust. Thus, if your customer submits a single order every month, it increases into three orders in some months.

3- Better Employee Engagement

A purpose has always been the secret to higher engagement. Unexpectedly, caring more about your customer experience will improve your employees’ performance and engagement. Your people feel they’re working for values that exceed money, like reputation and respect. However, employee engagement develops an increase of 23% in profitability, compared to competitors who struggle with lower employee engagement.

4- Developing a New Competition Edge

Every business thinks of competition in terms of competitive pricing, better features, and highly talented employees; it definitely works, but customer experience is still an empty yard. Most businesses are now customer-oriented; however, most decision-makers always think of developing the product or service. In fact, what the customer really carries everywhere they go is their experience with your business, while the product stays at home, in the office, or in the car.

Customer experience opens new horizons for competition, where strategists and decision-makers innovate new ideas that keep customers loyal and returning happily.

How to Improve Your Customer Experience by Developing a Mobile App

Want to increase your business revenue by 26%? That’s what happened to companies that adopted digital transformation compared to their peers in the same market who haven’t undertaken any kind of development. To be more specific, developing a mobile app creates an excellent touchpoint that optimizes CX.

1- Customer Experience Personalization

An app is a smart tool that helps you put the customer in focus, so you can easily recognize their needs, preferences, behaviors, activity times, what makes them order, and what makes them abandon their cart. Thus, the data you gather is a valuable resource that you should use for the customer, not against, that’s what we call personalization. As customers spend more time on the app, products that grab their attention appear, bundles and customized packages are recommended, and more.

When the customer feels that they’re well understood, it’s a form of appreciation that makes them use the app even more. So, profitability breaks the ceiling by an increase of 40% relative to companies that lack personalization.

2- Helping Customers Achieve Their Goals

When a prospect tends to deal with your business, they have a reason for this: a goal they need to accomplish. So, the mobile app should fully comprehend that goal and work on it; if not, then why are you developing such an app?

A good mobile app should support the customer experience where it:

• Accomplishes the task/action the customer needs to end/execute faster and smarter
• Guarantees achieving the goal exactly as the customer expects, adding an extra layer of accuracy flawlessly
• Enables customers to implement actions wherever they are, with high accessibility and offline tasks

3- Building Customer Loyalty

Loyalty is built through the compound effect. A single act can not build loyalty, but an app could become the cumulative resource that drives good results in shorter terms. What if new users get free credits, coupons, or promo codes that make their first purchase an opportunity they can’t refuse? Why don't they encourage them to send invitations to bring referrals and get more bonuses? You can offer them a lucky wheel, so they get a prize they might have needed.

4- Keeping Security as a Priority

Privacy and security are not optional. Once your customer starts using your app, they must be sure they’re in a haven. Their data will not be abused or misused; their bank account info and digital wallets are kept secure away from any cyberattacks or frauds, through robust, trusted payment gateways.

5- Customer Support Management

When a customer faces an issue while using the mobile app, it’s expected to find a chat box where they can illustrate the problem they’ve just faced. Contacting customer support and getting in touch immediately gives your app an upper hand in the customer experience. So, the problem gets processed as fast as possible, handling it as part of a shorter queue. If the app support becomes that fast, you might find some users start contacting it for other service issues not related to the app.

When a Mobile App Might Harm Customer Experience?

Being up-to-date is 100% recommended. No one can say that technology is bad, but you might need to deal with some other core challenges before adopting any digital transformation. To ensure that a mobile app development will improve the customer experience and won’t make things worse, you have to ask the following questions:

• How many processes does the app streamline? (ideally at least three activities).
• How many steps does the app reduce in each activity? (e.g., cutting a five-step booking process down to just two steps).
• How much time does it take to complete an activity via the app? (e.g., a task that previously took ten minutes over the phone now takes only two minutes).
• Do you trust the UI/UX design team to create an interface that leaves a lasting, positive impression, preventing customer churn?
• How efficient is the technology infrastructure used to develop and run the app? (app crashes or downtime create a negative impression, often leading users to delete the app immediately without a second thought).

Areeb Technology helps you receive a comprehensive, free consultation to guide you toward the ideal decision and answer the most important question: “Will developing a mobile app improve the customer experience?” Regardless, we will guide you to the best solutions to enhance the customer experience at your organization. Contact us today!