How does Customer Experience drive customer retention?

Customer experience or ‘CX’ is becoming a top business priority – but what does it really mean?

First, it’s important to remember that retaining customers isn’t a given, it must constantly be worked at – in the same way that acquiring new customers is. In fact, there’s a great deal of evidence to suggest that nurturing existing customers can be more valuable and where much of your focus should be. Many people will be familiar with the notion that it costs 5x more to acquire a new customer than to keep an existing one. So how can you drive deeper engagements with customers and drive retention? As their trusted technology partner, it’s about helping organisations get more value from their technology investments.

Creating powerful customer experiences across all stages of the customer journey is pivotal. It means ensuring that solutions are delivering real business benefits and doing what it takes to drive effective adoption of solutions that make day-to-day business processes easier and deliver desired business outcomes – this success is what drives customer loyalty and advocacy.

However, all too often during implementation of solutions, effective adoption of the full technology suite isn’t prioritised leaving some elements under-utilised or left unimplemented. The danger here is that the customer may not see the true benefits of the technology or the anticipated impact on their business which will ultimately lead to significant customer dissatisfaction and decrease the likelihood of renewals.

A continuous journey

Markets and businesses are naturally ever-changing, so solutions need to be continuously evaluated and optimised to ensure that they’re still delivering value and fulfilling the desired business needs and outcomes. Ultimately, customer experience is a continuous journey that is fundamental to build long-term, close relationships with customers, and partners that prioritise and deliver this effectively put themselves in a much stronger position than their competition.

 Comms-care is an exclusive channel-only Microsoft FastTrack Ready Partner in the UK and Cisco Gold Partner, and can support partners to drive deeper engagements with customers, deploy solutions effectively and accelerate success. Get in touch to learn more.