Customer Experience

On the 9th September Darryl Erasmus joined our conversations that count Wednesday and enlightened us to Customer Experience. Darryl Erasmus is a commercially centred, Client Guest Visitor Experience strategist with extensive knowledge in the domestic tourism market. He was interviewed by GBTA SA Board Member, Robyn Christie, Just saying….

Customer experience, also known as CX, is your customers’ holistic perception of their experience with your business or brand.  

CX is the result of every interaction a customer has with your business.  This could start from navigating the website, to talking to customer service and receiving the product or service they bought from you. Everything you do impacts your customers’ perception and their decision to keep coming back or not—so a great customer encounter with your business is your key to success. The smallest details matter.

Delivering a great customer experience is hugely important for any business. The better experience customers have, personalise your service, be innovative and your client will be loyal. The more repeat custom and positive reviews you’ll receive, while at the same time reducing the friction of customer complaints and returns. CX is the broader customer journey across the organization and includes every interaction between the customer and the business.

Here is a great take away from the session, Darryl us this important PORT rule to follow when it comes to customer satisfaction.

P – Personalisation

O – Observe

R – React/Respond

T – Track

Good customer experience can be achieved if you:

  • Personalise the customer encounter by making it unique to them
  • Observe the customer’s behaviour. Make listening to customers a top priority across the business.
  • React and respond to their needs
  • Track by using the customers feedback to develop an in-depth understanding Introduce a system that will help you collect feedback, analyze it, and act on it regularly.

There is a recording of the session, contact Nicky for a link to view.