What is it that drives customer experience in such a way that will keep customers coming back? This is the question that every organization has to answer in order to keep a high retention rate with their customers. Determining what will make the difference is a natural struggle for many organizations. One of the first steps that these organizations will undergo is creating a community within their customer base. Through this community, customers can engage with one another through user-generated content and social media. This content, often seen in ways such as reviews, forums, polls, surveys, and hashtag campaigns; can help foster brand connections amongst customers. Similarly, this content is very effective in pushing forward customer education. When customers are able to fully understand and use your products, retention becomes much easier. Which is why tutorials, how-tos and demos facilitate self-service and greater satisfaction amongst customers. While it’s clear that creating a community is important, there is plenty more to learn as far as customer experience goes. For more information on CX and how it relates to retention, please see the resource included alongside this post.
How CX Can Combat Customer Churn an infographic provided by BillingPlatform, a company specializing in cpq billing
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