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The Customer Experience

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Jul 17, 2014

The Customer Experience


 

 

The customer experience is not only about how the customer feels about a particular product or service after the purchase, technically it is defined as “The sum of all experiences a customer has with a supplier of goods and/or services, over the duration of their relationship with that supplier.  This can include awareness, discovery, attraction, interaction, purchase, use cultivation and advocacy.  It can also be used to mean an individual experience over one transaction.”  So in reality the customer experience begins well before the sale and continues long after, sometimes spanning years or even generations as the relationship between consumer and supplier builds, grows and proceeds.

 

The customer experience begins when the customer has an interest or a need for your product, when they research it online and make their first contact with your customer.  Was their email replied to quickly?  Was the receptionist kind and informative?  Going forward did the sales representative make you feel good about your purchase?  Did he bully you into making a decision?  After the purchase was the product or service everything you thought it would be?  Did it exceed your expectations?  Would you tell a friend about it?  All of these questions are what makes up the customer experience, and it is important for any company looking to maintain a good reputation to make sure that all of the elements involved in the customer experience are viewed as positive.

 

As difficult as it may be it is absolutely vital that your customer is satisfied every step of the way.  From there very first interaction with the business to when their friend they referred comes back and thanks them for the recommendation, it needs to be seamless.  It can be difficult to manage the customer experience across all of the channels and throughout the entirety of the relationship but this is what separates the great business from the simply good ones.

 

All Star Limousine is a Long Island, New York based company with an extensive global reach; we provide expert Wedding, Special Event and Executive Travel services throughout the Tri-State area and the world. We have over 30 years of experience in the travel industry; our attention to detail, 2014 top-of-the-line vehicles and professional trained Chauffeurs set us apart from the rest!

 by Jarrad Kulick