Prevention is better than cure. Yes this is applicable for health
as well as for wealth. However it is also applicable in the case of Customer Experience.
Customer can leave you for bad experience. She can
do negative Word Of Mouth (WOM) and takes few more customers away. Sales &
Marketing efforts and cost will go up to get more new customers. However again
they will leave you for negative or not so exciting experience. Every-time your
sales team gets you new customers, retention is the job of product design which
incl customer experience & after sales team. Let your sales team add more customers rather than replacing old with new ones.
Unless there is a built-in element of superior customer
experience throughout the chain - product design, display, delivery, usage and
soft skills associated at each of the stage, customer will experience bad and
not so good experience. They will go and takes someone with them.
In order to avoid such scenario companies must focus on creating
better customer experience while designing the product. Prevent bad experience
rather than allowing bad experience to reach customers and damage the brand. reputation.
Prevent bad experiences rather than reacting to
bad experiences. Companies can retain customers, gets more by
positive WOM , get more referrals. Cost & Pain of treating disease is
always more than Cost & Pain of preventive cure. Same rules apply for
Customer Experience.
In built better Customer Experience in your product than
be sorry.
