Customer experience matters. The purpose of business is to create and keep a customer but maintaining and managing them is difficult. 50% of customers will decrease their spending with the company after one single bad experience. If they share their bad experience on social media, on review sites, or by word of mouth, the company loses its reputation, and it’s a chance to close the business brand. Most successful companies capitalize on the secret by improving CX with companies that are many people more likely to recommend and potentially repurchase things.
The most important thing is that CX doesn’t start with the customer – it begins with the employee. A happy employee can have a good experience with the customer. That’s why companies are more careful in taking care of employees’ experience. CX results from every customer’s interaction with our business, from surfing the products from the website to receiving products and product quality and service from us. With their experience, we can develop our brand to the next level and rectify some mistakes to improve the customers’ comfort level or what they expect from our business.
A positive command from CX promotes allegiance, helps us withhold customers, and boosts business support. That’s why customer experience is an essential topic to discuss. Though some questions/doubts, we get some knowledge about customer experience, and in this way, we savvy, how to build customer experience and its strategy or tips.
For example – we must know the difference between the same-day delivery versus waiting for an extended period. Offering same-day delivery might have seemed impossible just a few years ago. Many firms regarded it as too costly and complicated to implement, but it’s now considered a standard of customer service.
- Walmart is testing a same-day delivery service in collaboration with Uber, Lyft, and Deliv.
- Postmates has partnered with American Garment and Everlane, an online apparel shop, to deliver clothes in 60 minutes or less.
- Amazon’s same-day delivery service is now available in major urban regions, and the business is expanding the service to new locations.
At the same time, Amazon is also working with NASA on prototypes to develop its delivery drone system to deliver packages directly to its customers. However, Federal Aviation Administration (FAA) regulations and safety concerns make drone deliveries a thing of the distant future. The emergence of self-driving cars seems to be a more viable opportunity for businesses to use automation for same-day delivery and instant gratification to customers.
Recently, Anheuser-Busch and Otto of San Francisco, the self-driving trucking startup acquired by Uber, made the world’s first fully self-driving truck delivery, delivering 50,000 cans of Budweiser from Fort Collins, Colorado, to Colorado Springs. Consumer behavior is evolving and is willing to pay for its convenience.
According to a Boston Consulting Group survey, 50% of US shoppers use same-day delivery for last-minute gifts. And if you need to convince its importance, consider the following: 40% of consumers said they’d abandon their online shopping cart if they couldn’t deliver gifts and flowers on the same day. Then we must know the differences between the captured picture and collect vs. in-store purchase, direct visualizing and waiting to see, self-checkout vs. waiting in line, and self-support vs. it being put on hold.