Customer experience and loyalty: the correspondence between expectations and reality

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Customer experience is also the set of perceptions - or even better the final perception - that a customer experiences while interacting with the company . This perception can be determined by a variety of factors, from guatemala whatsapp resource the tone of voice chosen by the brand for the texts on its website to the ease found in completing a transaction, from the effectiveness of the conversation with a customer care operator to the resolution of a problem through chatbots. Generally, the perceived value relating to the single interaction depends on the timeliness and completeness of the response given by the brand to a specific question from the user, the degree of satisfaction of their expectations, the ability to keep the relationship alive thanks to subsequent follow-up actions.

According to Zendesk , 74% of customers say they tend to be loyal to brands, and 57% say the quality of service they receive has a strong influence on how long they remain loyal.

Once again, the central issue is the correspondence between expectations and reality. If the customer's expectations on what the expected customer experience in a given sector should be are destined to rise, the brand "is forced" to improve the overall quality of the service offered to its customers, in a virtuous circle that digital tools help to strengthen.