Why Businesses Should Celebrate Customer Experience Day
It’s a new day that you should consider putting on your calendar, and it’s fast approaching.
by Peter Economy
You probably have heard of those special dates on the business calendar. Think National Fun at Work Day, Employee Appreciation Day, National Bike to Work Day, or even National Salesperson Day. While you’re unlikely to get a day off on these dates, unless you dip into your vacation leave, at least you won’t have to buy anyone a present. There’s a new day that you should consider putting on your work calendar, and it’s fast approaching: Customer Experience Day.
This calendar day, which arrives every year on May 15, is intended as an opportunity to celebrate those whose job it is to provide exceptional experiences to customers. As it turns out, this is an important, even business-critical thing to do.
The value of quality customer experience
According to a PricewaterhouseCoopers report, the majority of customers are willing to pay more for products and services delivered by companies that provide a good customer experience. However, watch out. In the U.S., even when people love a company or product, 59 percent will walk away after several bad experiences. Another 17 percent will walk away after just one bad experience.
“I believe customer experience is the single most powerful differentiator in business today,” said Tomas Gorny, CEO and co-founder of Nextiva, the technology company behind the new holiday. “It’s time we recognize that delivering amazing experiences isn’t just a nice-to-have. It’s how we grow, how we win, and how we build lasting relationships.”
The evolution of customer experience
The timing is certainly on point. When businesses used to talk about customer experiences (if they ever did), they were thinking of call centers and help desks. These have since evolved into a sophisticated ecosystem covering and bringing attention to every touchpoint. There are lots of computers and telecom resources supporting these interactions. However, the biggest determinant of success remains the people who deliver a great customer experience.
The evolution has had a major impact on small businesses. Access to advanced customer experience tools was previously exclusive to large corporations, but modern technology now makes these tools accessible to everyone. The tools and technology have changed, but the fundamentals remain the same: Customers expect businesses to treat them with respect while making them feel recognized and valuable in their interactions. “It is the teams, frontline workers, and customer experience journey designers who are the heroes here,” Gorny emphasized.
How to elevate your relationship with customers
So how can you participate? A good start would be to provide particular recognition to your service teams and share customer experience success stories. Last but not least, commit to implementing one meaningful improvement to your customer journey. Oh, and put the new holiday on your calendar.