I had to follow-up 2 to 3 times with a renowned water purifier company to get the purifier serviced. The customer has to sign the Annual Maintenance Contract with the water purifier company to get the water purifier serviced on a quarterly basis. I have seen that the company was properly providing the service earlier. Hence, I renewed the annual contract. As a customer, I was not expecting this kind of service from the renowned water purifier company. This was a very bad experience as a customer.
There was another incident where me and my team had a bad customer experience. We were returning from the company team outing via the bus which we hired for the trip.We had already paid a certain portion of the amount and as decided and the remaining amount was supposed to pay on the next day of arrival. However, The driver of the bus took the bus to a petrol station and hardly 15 KM distance was remaining to the drop off point. We told him not fill the petrol as it had enough petrol to take us there. He did not listen to us and filled the tank to the full level and asked us to pay the amount. It created a really bad customer experience for us, as we were not supposed to pay at that time.
What do you think? Does Customer Experience really matter?
What is a Customer Experience?
There could be positive customer experience or negative experience. Usually, customers pay a certain amount to get the services like annual maintenance of the product they purchase or certain work to be done on their behalf. They expect that the work is done appropriately, on a timely basis and without any faults and without any follow-ups. If this is achieved, the customer feels very satisfied and creates a positive experience about the brand.
If the customer has to follow-up for a certain activity in the AMC or there are other issues getting raised while receiving the services for which customer has to pay additional money, then it creates bad customer experience.
So, the way the services are provided to the customer really matters a lot.
What happens if the customer experience is best?
Customer will renew the contract without any hesitation, in turn increase in revenue
Customer feels valued which builds the trust about the brand
Customer will recommend this brand in his/her connections
Customer will not feel burden of the services
Customer will ask for other services which the brand or company has to offer
Customer will always remember the brand name, if looking for certain service
What happens if the customer experience is bad or negative?
Customer will think for other options for the same services, in turn business loss
Customer loses the trust about the brand
Customer will not recommend that brand in his/her connections
Customer may take legal action against the brand, as per the clauses in the contract
The employee morale takes the hit which impacts productivity
Conclusion:
Customer experience is utmost important for any service which a brand provides and is foundation of a strong brand.
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