Why Manufacturers Should Care About Customer Experience

Jillian MacNulty Picture

by Jillian MacNulty | Last Updated: May 31, 2016

Not long ago, businesses could succeed based solely on high quality products. However, in today’s business world, feature functionality alone won’t set you apart. In order to succeed, you need a new way to differentiate yourself from the competition: you must win at customer experience.  Building and sustaining a positive relationship with your customer is crucial. This means being able to offer your customers support when they need it the most. This strategic personal attention will go a long way, leading to increased customer satisfaction, higher customer retention rates, and increased revenue. Customer engagement is perhaps the most important driver of business success. However, lack of customer engagement could be detrimental to your business. The fact is customer expectations have increased. If you cannot exceed these customer expectations, your customers will move on; they won’t hesitate to change vendors if their needs aren’t being met. Furthermore, these dissatisfied customers have more channels than ever before to voice their opinions. This makes a positive consumer experience all the more important. The customer experience can be optimized through a number of avenues. At the forefront are web-based solutions. Today’s consumers are looking for ease of use and self-service. Whether a product is not working or more information is needed, they want information to be available when and where they need it. If you can cater to customer needs quickly and efficiently, your customer will feel both valued and satisfied. Once you’ve taken control of these critical consumer moments, then you can win on customer experience and win overall as a business.  

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