In an article by Omar Soliman, Co-founder and CEO of College Hunks Hauling Junk and Trash Butler, entitled, 4 Lessons About Handling Stressed Customers That I Learned From Being a Mover, Soliman ultimately makes the case that businesses should be setting aside money to invest in customer experience. This realization comes as the author tries to answer the question, “How can an entrepreneur address a customer’s emotional and logistical needs simultaneously?” The answer to this question is to reflect the promise of the brand by best understanding and investing in customer experience.
By knowing what the brand offers and finding a team that can be empathetic to the customer throughout the interaction with the brand, the business will be successful. Understanding the customer’s journey and fine tuning the experience from start to finish will improve close rates, increase loyalty and hopefully produce brand evangelists.
As the author concludes, “Growing a loyal and enthusiastic customer base isn’t as complicated as you might think. You can build a viral brand by going above and beyond for your clients and making just such a focus on customer experience part of your business model. In turn, you’ll gain “brand evangelists” who will spread the good news of how your company saved the day for them.”