Customer Experience: The Secret to A Successful Business
The key aspect that every SME business should focus on!

Customer Experience: The Secret to a Successful Business

What’s Customer Experience?

Customer experience is the impression your customers have of your brand as a whole throughout all aspects of the buyer’s journey. This results in their view of your brand and impacts factors related to your bottom-line including revenue.

The customer experience (CX) is how your customers perceive your brand.

Customer experience can also be how your customers feel and think about your brand from the start to the end of their whole buying journey.


Why is Customer Experience Important?

With the advancement of technology, shopping has now become more of a desire to seek new experiences, instead of just a need-based activity.

Having a vast choice of shops to choose from, customers now have the privilege to buy from shops that they may deem able to provide them a great experience.

Matter of fact, the majority of the time customers only become clients because they enjoy the experiences and services provided to them, not so much about the products anymore.

Even when products are a determining factor, customer experience will still be closely considered.

If this is still not enough to convince you to start investing in customer experience, here are some benefits that you will gain from providing an excellent customer experience!

1. Strong Customer Loyalty

Seeing that the costs of attracting new customers are much higher than retaining existing customers, it is without a doubt that having strong customer loyalty is crucial for any business.

By ensuring that your business provides great experiences, customer loyalty can thus be built among your customers.

Customers will tend to stay longer and not move to a competitor when they enjoy the buying experience provided.

2. Significant Increase in Profits

With the ability to retain customers effectively through customer loyalty, businesses will be able to cut down the costs needed to acquire new customers, which in turn improves overall profits.

Not only does having a great customer experience build strong customer loyalty, but it could also help boost upselling opportunities.

According to Salesforce Research, 67% of consumers are willing to pay more for a great experience. Businesses that are able to provide better customer services can sell products at a higher price as compared to other businesses that offer poor customer experience.

3. Strong Brand Image

Last but not least, by providing a great customer experience to your customers, your business will have a better and more well-established brand image.

Customers that are satisfied will have a higher chance of sharing the experience with their friends and families through word-of-mouth.

With positive feedback and reviews, your brand will be on the right track towards having a strong brand image.


How to Improve Customer Experience for Your Business?

Now that we have shown you what are the benefits of having a great customer experience you might be thinking,

“So how do I improve the customer experience of my business?”

Here are some things you can do!

1. Identify Your Customers

Customer experience is obviously, all about customers. To provide great service and experience, it is important to first identify who your customers are.

Identify a target audience, learn the audience’s preferences, understand their behavior, follow the trends they follow.

Once you have fully understood your customers, then only you will be able to strategize a personalized interaction that provides great customer satisfaction and experience.

2. Have Great Customer Workflow

No matter how personalized your interaction is with your customers, if the customer workflow of your business is inefficient, it will still bring negative impacts to the customers’ experience.

To allow your business to serve the customers with the right products/services and on time, a seamless customer workflow will be needed. Planning the whole customer workflow from top to bottom can be a tedious task.

Lucky for you, Pivotino has a whole solution named “Customer Workflow” that does all the hard work for you through business process automation!

Your sales process will be as simple as it can be, thus enabling your business to serve more customers in just a short period of time.

3. Listen to Your Customers

How your customers feel about your brand plays a big role in having a positive customer experience. That is why you should always interact and connect with your customers even after the purchasing stage.

Make your customers feel appreciated, listen to their feedback, and constantly improve accordingly.

By doing so, not only you will get to learn more about your customers, but your customers will feel valued and happy as well, setting you apart from the other competitors in the market.


Customer experience is definitely a business success factor that should be emphasized by any business. If you wish to improve the customer experience of your business, check out Pivotino!

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