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.
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:
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.
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.
Hotel Owner is a publication for UK hoteliers and hotel managers, with in-depth case studies, and the latest news and products. After the launch of our app for hotels, they wanted to hear how one hotelier took advantage of the technology to open their doors. Read the case study below or on their website here.
Boutique Hotelier is the monthly business magazine and daily-updated web site for operators, suppliers and decision-makers working in the boutique and lifestyle hotel sector. They were interested in hearing about how hotels have started using Vamoos to re-open their doors. Read the full story below or on their website here.
Boutique Hotel News is the world’s leading B2B website for the boutique and lifestyle hotel sector. Read their Q&A with Vamoos Director Alisdair Luxmoore below or on their website here.