In the age of today’s highly aware and digitally empowered customer, the one factor that can set you apart from your competitors and strengthen your brand image is customer experience.
By 2020, customer experience will be a bigger differentiator than price and product. What does that mean to your business?
Well, it means that people will be ready to buy from you even if your product is priced more than the average, as long as you offer them an exceptional customer experience.
86% of buyers will pay more for a better customer experience.
Now, offering an exceptional customer experience involves a number of factors. You need to be available to help the customer at every step of their purchase journey and also, you need to enable the customers to help themselves.
Today’s customers take great comfort in their autonomy and increasingly want to solve their problems themselves.
That is why Gartner predicts that by 2020, customers will manage 85% of their relationships with a business without any human interaction.
The consensus is clear – to give your customers a great customer experience, empower them to help themselves.
Here’s an insightful infographic to help you gain a better perspective of the wide spectrum of self-service options and how you can make the best of them.
Check this out: