Strategies for transforming customer visits into memorable experiences

Most successful businesses have one thing in common: a large base of loyal customers.

Companies spend millions on lead generation, but one of the best ways you can increase your revenue is to turn one-time customers into diehard brand-lovers. According to Forbes, brands with excellent customer experience bring in 5.7 times more revenue than competitors are lagging behind in customer experience.

Adopting a strategy that transforms customer visits into memorable experiences improves customer loyalty, lowers customer churn and increases revenue—and it all begins and ends with the point of sale system experience.

What is customer experience?

Customer experience (CX) is a combination of all the interactions a customer has with a company or business, from the first point of contact to becoming a loyal customer.

You’ve likely already implemented company-wide customer service policies, but welcoming a client when they walk in the door and making sure their needs are well taken care of is only the first step of the CX journey.

Customer service and customer experience are not the same

Customer experience is a phrase often used interchangeably with customer service, but in reality, they aren’t the same thing. Customer experience refers to how customers perceive your brand as a whole—not just interactions you have when something goes wrong. Here’s a simple comparison:

Customer service is much more tangible than experience because it’s easier to quantify. This is because companies can measure the number of messages sent to your support team or the number of complaints.

Customer experience, on the other hand, isn’t as simple to gauge. Despite prioritizing their customers, many companies are not truly delivering on their CX experience. According to one one recent survey:

To address this discrepancy, your CX strategy needs to be an integral part of your operations. And, when necessary, you must adapt your tactics based on customer interactions and feedback.

The results of bad customer experiences

These days, customers are more informed than ever before and they can find what they want with just a few taps of their smartphone.

With so many brands competing for attention, customers have higher expectations and a lower tolerance than ever before for bad experiences, and this shows in the statistics:

To address this discrepancy, your CX strategy needs to be an integral part of your operations. And, when necessary, you must adapt your tactics based on customer interactions and feedback.

The results of bad customer experiences

These days, customers are more informed than ever before and they can find what they want with just a few taps of their smartphone.

With so many brands competing for attention, customers have higher expectations and a lower tolerance than ever before for bad experiences, and this shows in the statistics:

When unhappy customers leave, they take a piece of your business with them. If you want customers to stay loyal, you have to invest in their experience.

The benefits of investing in the customer experience

According to data collected by retail services firm Invesp, it costs retailers five times more to attract new customers than to retain existing ones.

Placing more focus and effort into bringing customers back will have undeniable benefits. These statistics demonstrate the value of customer retention:

Simply put, the happier you make a customer, the longer they’ll stay with your brand.

Improving the customer’s end-to-end journey

Creating memorable experiences for your customers goes beyond high-quality products and great customer service.

Here are four main areas to focus on when building customer experience:

With the rise in technology, the way customers interact with companies has changed and the expectation for individualized experiences are higher than ever.

Redesigning CX with a point of sale system experience

Your point of sale (POS) system is a crucial touchpoint and one of the most direct ways for a customer to interact with a company. Especially when we consider that we’re living in an era where more and more people are buying products and services without even stepping foot inside a store.

The POS experience can be one of the most important factors that influence customer satisfaction. And, if your system is not up to speed with security and ease of use, it can quickly make a bad impression.

A modern POS system can collect and analyze information about your customers’ characteristics and preferences, giving you a better insight to map out your CX journey. That’s why it’s vital that you invest in a POS system that meets your needs, matches your CX vision and leaves lasting impressions on your customers.

Today’s POS systems are capable of so much more than just ringing up transactions. These modern systems are cross-industry, and let you connect with your customers in new and exciting ways.

Transform your customer’s visits into memorable experiences

The POS experts at talech are ready to work with you to build a POS system experience that is tailored to your customer’s needs. You’ll have all the features you need to generate an unforgettable CX journey. Sign up for a free demo to see exactly what today’s cloud-based POS systems are capable of offering.