by twieberneit | Apr 25, 2023 | Blog, Sponsored |
The following article is an excerpt of a White Paper by Customerization’s Kira Tchernikovsky. Kira is the co-founder and CMO of this Canadian consulting company that focuses on helping SMBs stand out through superior business automation. You can download the full white paper here. Customer experience (CX) is how a customer feels about a company over time. Creating great CX is about positive emotions, building trust, and leaving a lasting impression with customers. Orchestrating excellent customer experience is essential for building brand loyalty and increasing customer retention. It’s also becoming increasingly important as more and more clients. B2C and B2B, choose to do business with companies who personalize interactions and prioritize customer satisfaction. While larger businesses have the resources to invest in Customer Experience (CX), small businesses (and by small we mean <200 employees) face unique challenges in providing an outstanding CX. Here are a few common challenges for small businesses: Limited resources: Small businesses have limited financial resources and less employees to dedicate to a comprehensive customer experience solution. This makes it difficult to compete with larger businesses that have more resources to invest in customer experience initiatives. Lack of expertise: Small businesses may not have in-house expertise in areas such as customer experience design, research, and analytics. Therefore, it is not easy for SMEs to develop and implement an effective customer experience strategy. Limited data and insights: Small businesses may have limited access to customer data and insights, which in its turn, prevents them from objectively understanding customer needs, preferences, and pain points. How can they then build effective customer interactions and experiences? Limited technology resources: Small...
