The Correlation Between Customer Experience and Satisfaction
A positive customer experience is going to lead to customer satisfaction.
But how can you create a positive customer experience? What is it that drives this outcome? Customer experience and customer satisfaction are not identical – one may or may not lead to the other. First and foremost, you should treat all customers the same way, regardless of their perceived value to you. You never know when a seemingly invaluable customer may come back to haunt you.
You should always make sure to use positive language. Never be combative and always focus on being polite with your customers. As the old adage goes, treat them how you would want to be treated.
All of these techniques can go a long way toward shaping a positive customer experience, and in turn, create customer satisfaction.
Remote work is the new norm, so is it time to institute a “right to disconnect” policy for your team?
The customer service agents on your team—whether you’ve got one or 1,000—are the frontline of your business. They impact your bottom line, attrition, NPS and more, and it’s time we enabled them to be exceptional in their customer interactions and careers.