It is very common when you go to a beauty salon that, before washing your hair, they ask you, how do you like the temperature of the water? and the reality is that, normally, due to technical issues, the temperature turns out to be different from what your answer was. Some clients get tremendously angry, others understand that it is not in
hands of those who give the service and better relax. Usually, the collaborators will compensate this experience when it is not entirely pleasant with a very good treatment, with a selection of drinks, magazines, a good playlist and with a good result of their work.
The balance of positive and negative results will make us feel satisfied or dissatisfied and it is from this feeling that we are going to decide to come back and recommend it or change aesthetics.
The reality is that, on the one hand, the consumers they want more human interaction and, for another, economic uncertainty makes creating the experience and listening to the customer even more important than at any other time, since the value of customers depends on their level of satisfaction.
The most satisfied customers are more likely to trust the brand and to buy more. On the contrary, the risk of offering bad experiences to consumers represents a drop in sales.
According to a XM Institute study, 81% of most satisfied customers would recommend the company and its products to friends and family. The study reveals that higher churn rates are expected in 2023, which can be reduced by listening to the customer, improving their experience and with artificial intelligence.
offer the best experience possible to the customers increase your satisfaction and fidelity. 66% of changes in loyalty are attributed to changes in experience.
A big challenge is to balance digital and face-to-face experiences. The Qualtrics XM Institute Global Study found 7 activities where consumers prefer human-served channels over self-service:
1. Get advice from a doctor
2. Make an appointment with a doctor
3. Apply for a new bank account
4. Select a new cell phone plan
5. Buy a new television
6. Receive technical support
In short, we must get closer to customers because if they are very satisfied they spend more, they dilute less and recommendations to friends, family and co-workers increase, which makes companies grow in customers, income and results. And while customer satisfaction is neither cold-cold nor hot-hot, there are endless possibilities for finding the right balance for your product or service to achieve.