Let us shift our discussion to B2B (business-to-business) companies.

How can B2B companies demonstrate their promise? By introducing potential customers to existing customers and letting them take direct feedback.

In addition to what we have discussed, ensure that you deliver on the attributes discussed below; the lack of these attributes will adversely impact customer experience.

Reliability

You should design a system that delivers reliable and accurate service.

Assurance

Assure customers that you will stand by your promise or guarantee.

Responsiveness

The system should be primed to respond with speed: it should respond within an acceptable time frame. This should happen without the customer having to follow up. Where the service is offered face-to-face, two additional components become essential.

Demeanour and conduct of people delivering the service

The people interacting with your customers must be careful about how they conduct themselves. They have to possess a friendly demeanor, exhibit positive body language and display impeccable conduct so that customers are not in any way intimidated or inconvenienced.

Compassion

Service people should ’empathize’ with their customers and ‘act’ in a manner that delights them.

Companies That Fail to Deliver on Customer Experience

Most companies realize the benefits that accrue when they deliver an enjoyable customer experience and therefore invest top dollar in creating infrastructure, systems, and processes. This is corroborated through research, which indicates that 80 percent of companies believe they deliver ‘super experiences.’ But this research also points out that only 8 percent of customers agree that they had incredible experiences:

The gulf between companies’ assessment and customer experience is staggering. This presents a golden opportunity for you to hit a home run by delivering a superb customer experience and ensuring that the customers experience it. The customers, not you, will decide this.

We have always emphasized the importance of having a good website for your company because it can act as your best tool for marketing and sales. A poorly designed website can repulse people from your business and can cause you to lose customers before you even have them. Get in touch with HyperEffects to work on creating, enhancing and making the website of your company more user-friendly.