Though customer experience initiatives are almost always made with the customer in mind, the truth is, most businesses adjusting their customer experience are doing so in hopes of limiting customer churn. This can be difficult to forecast, as there are no one-size-fits-all solutions when it comes to customer experience. As every customer is different, they’ll have different expectations. There is but one, nearly, constant element about customers: they prefer it to be simple rather than complicated. This extends into nearly every interaction that a customer shares with a business, but in particular, customers hope that any online interaction is one that is without any complexities. For example, when it comes to shopping online, no customer will tolerate an outdated website. That’s not to say every brand’s website should be equipped with the latest digital features to appease customers, but rather that it should operate similarly enough to other websites in the industry that customers won’t be confused. With this sort of insight, it can be much easier to craft an online customer experience that is sure to be simple enough for customers to keep coming back. To learn more about how certain elements of the customer experience can actually cause customer churn, as well as ways to avoid customer churn altogether, spend some time reviewing the infographic shared alongside this post.
How CX Can Combat Customer Churn an infographic provided by BillingPlatform, a company offering a specialized cloud billing platform