Customer experience is the sum of all experiences a customer has with a supplier of goods or services, over the duration of their relationship with that supplier. From awareness, discovery, attraction, interaction, purchase, use, cultivation and advocacy. It can also be used to mean an individual experience over one transaction; the distinction is usually clear in context. (Wikipedia).

Each experience can be either positive, negative or neutral. Positive experiences contribute to advocacy — super enthusiastic customers. We believe that super enthusiastic customers are the easiest and most profitable way of growing your company.

Customer Experience 2.0

CustomerVibes focuses on online customer experience. Customer Experience 2.0. Because we believe that online contacts require different skills and techniques to give the customer a positive experience. The experiences are different, the contexts are different and the interaction between customer and your company is different.

If you know your customer inside-out, you know what your customer needs and what you can do to contribute to positive experiences that your customer accumulates over the entire customer cycle.

Moments of truths

Each contact is a moment of truth. During each contact, your organization has got the unique opportunity to create an impression. Just as in real life, the online world sports many different contact moments. Like your website, your BLOG, what your employees and customers say about you online.

The majority of contact moments are neutral, they just don’t matter. Positive memorable moments contribute to super enthusiastic customers and mutually profitable and pleasurable commercial relationships. Negative miserable moments — do we need to say more about their impact?

The Visitor Journey

Visitors search for a solution for their problem. You can help visitors in their quest for a solution by supplying relevant information. You can facilitate the visitor journey in such way online, that you virtually walk alongside. Just to make him or her more aware of their problem and to educate what you can do to make them solve their problem.

It is quite well possible to direct customer experience. This is Customer Experience Management.

Adding Value

The ultimate purpose is to add value. By directing online contact moments of prospective customers, you can help them buy selecting the right solution that solves their problem. This is added value. And it leads to super enthusiastic customers that act as an ambassador to your company and make other prospective customers buy from you.

The power of super enthusiastic customers

Super enthusiastic customers are contageous. They tell colleagues, friends and relatives, in fact anyone who listens, how great your organization, products and services are. Can you imagine a better advertising resource? Super enthusiastic customers directly lead to an increase of revenue and a reduction in acquisition cost. In fact, super enthusiastic customers are the easiest and most profitable of growing your company in a sustainable way. What are you waiting for?