Customer experience (sometimes referred to as CX) is the product of an interaction between an organization and a customer over the duration of their relationship. A good customer experience means that the individual’s experience during all points of contact matches the individual’s expectations.

1. The True Value of
the Customer
Experience
BROWN & JOSEPH, LTD.

2. Customer experience (CX) is the product
of an interaction between an organization
and a customer over the duration of their
relationship.
A good customer experience means that
the individual’s experience during all points
of contact matches the individual’s
expectations.

3. It's been proven that Americans will spend
9% more with companies that provide
excellent service.
According to the Harvard Business Review,
organizations that are able to skillfully
manage the entire experience reap
enormous rewards:
- Enhanced customer satisfaction
- Reduced churn
- Increased revenue
- Greater employee satisfaction
They also discover more effective ways to
collaborate across functions and levels, a
process that delivers gains throughout the
company.

4. 6 Ways to Improve
Your Company's
Customer Experience

5. 1. Offer Live Chat
Customers value their time, and so should you.
In fact, according to Business 2 Community, 79% of customers say that they
prefer live chat because of the immediacy it provides.
And, 42% of customers say that not having to wait on hold is a key reason why
they prefer live chat.
They can go about their day without the hassle of being on hold for an
indefinite amount of time.

6. 2. Personalize it
Nowadays, everything needs to be personalized.
Gone are the days of generic, one-size-fits-all customer service.
You need to get to know your customers and accomodate their individual
needs.

7. 3. Offer 24/7 Service
Speaking of accommodating needs, the world is moving faster than ever and
people are busy.
In fact, according to a report by ubisend, 51% of consumers say a business
needs to be available 24/7.
So, offering 24/7 customer service is a must.

8. 4. Utilize Artificial Intelligence
Artificial intelligence (AI), like chatbots for example, are being used by more
and more companies to streamline customer service and provide technical
support and guidance.
This is a great way to combine live chat and 24/7 customer service, eliminating
most consumers’ pain points.
According to Forbes, 74% of consumers would be happy to receive computer-
generated insurance advice. And, according to ubisend, 35% of consumers
want to see more companies using chatbots.

9. 5. Optimize for Mobile
According to Statista, over 2 billion people all over the world are now using
smartphones, and that number is predicted to keep growing.
Additionally, over half of the world’s web traffic now comes from mobile
phones.
Companies need to optimize the customer experience for mobile phones, like
texting and apps.

10. 6. Go Above and Beyond
Strive to go above and beyond to continuously improve your customer’s
experience.
Companies that provide the best customer experience devote lots of resources
towards it, and it pays off.
In fact, according to Bain & Company, increasing customer retention rates by
just 5% can increase profits by up to 95%!

11. Thanks!
For more information, visit
www.brownandjoseph.com or contact:
Dennis Falletti
Executive Vice President
(847) 621-6121
DFalletti@brownandjoseph.com