Key Traits of Effective Customer Experience Leaders
Today’s buyers — from consumers to high-ticket B2B clients — are always on. They want to get what they want now, not later. They have a low tolerance for fluff and sugarcoating. Ready to buy but hate being sold to. They’re empowered by the ability to research what a company or a product can do for them before they even connect with a vendor.
In many ways, today’s customers are wiser and more difficult to please. They understand the value of finding providers with whom they can build relationships. They know their information is highly-coveted, so they’re not cavalier about volunteering it.
While it might seem like it’s back-breaking to get a customer to buy, today’s empowered customer is also loyal–as long as they get their money’s worth.
Businesses love to declare they’re customer-centric but fail to keep their customers.
According to the Office of Consumer Affairs, 55 percent of consumers are prepared to pay more for a guaranteed positive experience while 66 percent of consumers jump the fence because of poor service.
With a wealth of options available to them, one minor blunder can lead a customer out the door. They’re almost guaranteed to find very similar products, services, and features elsewhere. It’s not uncommon for a disgruntled customer to end up buying from a competitor with an inferior product. Great CX tips the scale. Other times, the total package comes along—a provider that’s able to deliver both great CX and a fantastic product.
Either way, you lose.