Customer experience is a part of your PR. A very important component.
Studies have shown that there are two types of customers who talk about your brand and your business – ones that are raving fans and love you and those who are very unhappy with you or the experience they’ve had with your company.
What is the experience people have with your company?
Your customer experience equals PR for your brand
A few examples – Let’s start with the happy experience
Fat Witch Brownies, make the yummiest brownies I know. I like to send a box of their brownies as a gifts to help celebrate happy occasions and to thank business colleagues for referrals or other generous actions.
I had recently ordered a gift box of brownies to thank a business colleague for his help on a project, when they didn’t arrive at the recipient’s office, I found out that I had used the wrong address.
I called the Fat Witch and asked if there’s a way to check on where they had delivered my order to, and if there was a way to get them rerouted. I fessed up that I had made a mistake with the address. They said no, unfortunately they couldn’t trace the package, however they would gladly send the brownies again and only charge me the shipping. This had been my mistake, and yet they were willing to share some of the cost to resend my package.
Customers who encounter positive social customer care experiences are nearly 3 times more likely to recommend a brand. Source: HBR
The bad customer experience
I went online to use Haiku Deck, a presentation software that I had been using for awhile. After spending over an hour creating a new presentation I saved it and went to export it. A window popped up telling me that to export it into Powerpoint, I would have to upgrade to the paid version for $9.95. This was a new requirement, but I was fine with paying to use their service – that is until I completed payment and returned to my work area on Haiku Deck only to find that my hours worth of work hadn’t been saved.
Yes, technology is great when it works.
I was extremely frustrated, first about the the loss of time, but also that I had just paid and was now left with nothing. I contacted customer service whose response was that I had done something wrong. They had tested the software therefore I had done something wrong.
95% of dissatisfied customers tell others about their bad experience. Source : Dimensional Research.
Time lost in creating the presentation. Time lost talking to customer service. Not a happy camper. Now the mere mention or thought of Haiku Deck brings up the unpleasant experience, which is now imprinted on my brain.
71% of customers say that valuing their time is the most important thing a company can do to provide good service. Source: Forrester
Now back to how customer experience, and particularly customer service is part of your PR.
Public relations by definition is the practice of managing the spread of information between an individual or an organization and the public.
Consumers trust recommendations from friends and family, online reviews, and the media – in that order. Consumers make buying decisions based on recommendations online reviews and companies they read about in the media.
If your if your customers are going online and writing about you, posting on social media, or making recommendations to friends and family, what are they saying?
Remember, like me your customers remember the excellent and exceptional experiences and the terrible ones, and that’s what they will talk about.
I know which experience I want my customers to have and what I want my customers to be talking about.
The Fat Witch, has a made me even more of a raving fan. I just had to go and tell a few friends on social media to show my appreciation.
Related content: Customer Experiences – A Tale of Two Entrepreneurs