The true value of customer experience

January 31, 2019

Over the last decade, customer experience has become an increasingly important focus for businesses, as the impact of providing a bad customer service can be a disaster for brand reputation.

With the use of social media and online reviews, customer experiences can be shared with the world in seconds. When these reviews are negative the results can be fatal for a business or product. 93%* of consumers read reviews online before committing to buying products or services, and 80%* of consumers admit to not buying from companies that have bad reviews. That means that any business not satisfying their customers will be missing out on sales.

Ensuring a great customer experience is not always easy. It means that delivery, quality, communication, and everything in between needs to be just right. We all know that customers are more likely to leave a bad review for a company if they have had a bad experience than leave a good review if they have had a good experience (I’m sure most of us are guilty of this), so businesses really need to make sure they focus on getting this right.

In 2017, United Airlines had $1.4 billion in value wiped out overnight when a video of a customer being removed from a plane went viral**. This example of poor customer experience directly affected airline sales for the following weeks, a scary example of how bad customer experience and social media can work together in seriously damaging brand reputation.

Customers today value their experiences with businesses over cost of the product. In the short term, this may mean companies spend more on honing the experience and therefore have a smaller profit margin, but in the long run it’s likely that this will be beneficial for them. It generally costs around 5-25 times the amount to acquire a new customer as it does to resell to an existing customer, which means it is just as important that companies put time and money into making sure their current customers are happy.


Vamoos tip:

One of our features, Inspirations, allows our customers to promote their trips directly through the app which will be seen by any of their existing customers. This is a unique way for them to resell to their customers, and they can even use push notifications to encourage their clients to look at booking their next trip when they have just returned from one.


There are some unbelievable statistics online that show just how important customer experience is and how much more of a priority it has been over the past few years, such as:

  • 89% of companies compete primarily on the basis of customer experience. This is up from just 36% in 2010.
  • 80% of companies believe they deliver “super experiences,” but only 8% of customers agree.
  • 67% of unhappy clients abandon a brand due to bad customer experiences.*

These numbers are quite daunting and should be more than enough to get companies reviewing how good their customer experiences are.

At Vamoos, our entire mission is to create an unforgettable customer experience for our customers’ customer. We don’t just do this by providing a useful app, but we fill that app with amazing imagery to get end users excited before a trip, amazing features which will enhance the duration of the trip, and allow users to book their next trip when they are ready.


Customer example:

Luxury Cotswold Rentals uses Vamoos to create ‘the best guide of the Cotswolds’. They focus on adding important and exciting points of interest to their itineraries, which means their customers will continue to use the app whenever they want to discover more about the Cotswolds, and creates a great and helpful experience.


Try Vamoos for 28 days completely free, and see for yourself how much it can enhance your customers’ experience.

Don’t hesitate to get in contact with us if you have any questions or would like a demo of how Vamoos could work for your business.

 

*https://chameleoncollective.com/better-customer-experience-travel-hospitality

**https://www.forbes.com/sites/shephyken/2018/07/15/customer-experience-is-the-new-brand/

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