Profile of a Customer Experience Success
In today’s competitive business environment, companies must differentiate themselves in order to succeed. Josh Linkner, CEO of Detroit Venture Partners, writes that while product excellence is essential and expected, “only 26 percent of companies have a well-developed strategy in place for improving customer experience.”
This is the perfect time for small businesses to leverage this opportunity to differentiate from the competition and offer the crème de la crème of customer experience.
In his article published on Inc.com, Linkner explains that understanding your offerings from the customer’s point of view is essential in order to create an innovative customer experience strategy. Analyzing the details of each interaction customers have with your company enables you to create a customer centric approach that increases sales and wins customer loyalty.
Casper: a Case Study in Customer Experience
Linkner praises Casper, a New York City-based mattress startup that launched in April. He attributes their success to their focus on customer experience. While Casper mattresses are functional, what really positions the company ahead of the competition is its dedication to customer satisfaction.
Value added convenience
Customer perks include free shipping and speedy delivery. The mattress arrives in a box (small enough to fit in the back of a taxi) which allows for more convenient handling. And, Casper’s same-day delivery in New York City and only five days to ship nationally, is attractive to buyers.
Customer centric policies
Another major plus for consumers is they have a forty day trial period to try the mattresses and receive a full refund if they are dissatisfied for any reason.
Customer loyalty is the pay-off
Just 28 days following its launch, Casper generated over $1 million in sales, and is experiencing continued growth. Fans have continued sharing their customer satisfaction via social media. As a result, a large percentage of sales come from customers who have been influenced by positive reviews on social channels. Never underestimate the power of “word-of-mouth advertising!”
All businesses can learn from Casper’s success by increasing customer satisfaction and earning a reputation for excellent customer experience, according to Linkner.
“If a company like Casper is winning its market in a really unsexy, plain-Jane industry (which is seemingly impervious to innovation), you can, too…aim to delight your customers on all fronts. Unleash your creativity by crafting a significant overhaul to even just one area of customer engagement, and the results will speak for themselves,” he says.
To read the original article in its entirety, please visit Inc.com.