Whenever your brand promise connects with a consumer’s intention, a customer experience takes place. That’s because in the above scenario, the customer has both an intention and expectation. The intention is to do something (usually to buy products), while the expectation is that brands will deliver high value and a good buying experience every time. With that said, businesses sometimes lack the strategy, solutions, and skills to deliver on their customers’ expectations. In those cases, the result is a negative customer experience.
The moment where consumer intentions and expectations meet, however, also reveal opportunities. We understand that it’s hard to imagine a negative experience creating opportunities, but it opens your business up to:
- Growing and protecting its revenues better
- Improving its customer retention and conversion rates
- Driving quality operations
All in all, these are opportunities that can maximize your customer lifetime value and they are all closely related to customer service.