We’ve seen the customer experience change and evolve in recent years, with digitalisation taking over and the pandemic changing consumer behaviours drastically. Barry McNeill, founder of Work Extraordinary, joined us in a recent webinar to help you beat this killer growth pain by explaining how you can evolve more positively, and keep your customer front of mind.

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We’ve seen the customer experience change and evolve in recent years, with digitalisation taking over and the pandemic changing consumer behaviours drastically. 

However, recent research from Statista found that 64% of UK consumers prefer to shop on the high street instead of browsing online - proving that people are still craving experiences. 

StartUp businesses can often get caught up in high-growth tactics, and end up leaving their customers behind, which will only end up in a decline in sales, trust and in turn growth. 

Barry McNeill, founder of Work Extraordinary, joined us in a recent webinar to help you beat this killer growth pain by explaining how you can evolve more positively, keep your customer front of mind and support sustainable growth.

To start Barry discussed how the main reason people tend to switch from one product or supplier to another is down to service - and there is data to show it. 

“On average, if a customer has a good experience, they will communicate that to around nine other people. But if people have a bad experience, it can be shared with up to 16 people!” said Barry.  

“1 in 3 people will also walk away from a brand if they don’t receive good customer service. And currently, 53% of brands aren’t meeting people’s experience expectations.” So, when we put those numbers together it is apparent that many brands are going to be losing out on customers due to the lack of care when it comes to customer experience. 

So, what can brands do better to provide positive customer experiences?  

“Every single touch point in the customer journey is important, and brands need to make sure that they’re tailored really well to your context, unique to your proposition and deliver critical moments that matter.

The moments that matter to your customers will vary depending on your business but it’s important to consider:

  • Awareness building; you want to be aware of what your customers want and need 

  • Identify new opportunities: are there things you could be doing to create better experiences? What are your competitors doing, and how can you do better?

  • Post-completion support: how can you follow up with customers, and remain in their minds after the sale has gone through? The customer journey should go far beyond just the sale. 

Ready to know more? Watch the full webinar here!