Enhancing the customer experience
There’s a big difference between customer service and customer experience. Customer service refers to the communications, assistance and advice that a company provides to people buying or using its products or services.
Customer Experience - Exceeding expectations
At Oxygen, we measure customer satisfaction after every project or piece of work that we undertake. It helps us to gain a better understanding of our customers' requirements and concerns so that we can continue to improve the quality of products and our service offering in line with customers' needs.
Whereas customer experience is something bigger and demands more of our attention so that we can continue to get it right each and every time. That’s because customer experience encompasses every aspect of a business’ offering from the quality of its customer care to its reputation management, marketing, packaging, product and service features, ease of use, reliability, etc.
Loyalty and referrals
Customer experience is one of the most critical areas of focus for Oxygen Graphics. We are aware that every stage of a customer’s experience with us affects their loyalty and how they contribute to conversations about the organisation both online and offline. To this end, we always keep customers informed, engaged, happy and in control from the initial briefing right through to final delivery.
Customer experience is the whole team’s responsibility. That’s why our internal processes and systems have been designed to support our customers during every step of their journey with us. We manage their expectations, remove pain points, deliver added value and innovate everything that we do, so that our customers’ positively enjoy dealing with us.
Encourage customers to share their experience online
In today’s review culture, where anyone can comment online about your business without your knowledge or your permission, we focus on the small, medium and large things so customers will want to share their positive experiences on Facebook or Google Reviews. This helps us to boost customer loyalty and enable referrals and of course continue to ensure that the experience we provide is the one that our clients want.
Defining a good customer experience isn’t an expensive process; politeness, flexibility, accessibility, friendliness, open communications, personalisation, appreciation and consideration don’t actually cost anything. So next time you’re wondering whether you need to enhance your customer experience so it’s meaningful and memorable, put yourself in the shoes of one of your customers and see if what you are receiving delights or disappoints you.
If you need any pointers, we would love to help. We don’t claim to have got it completely right, but we do understand the importance of consistently going above and beyond to ensure clients tell others about us and more importantly keep coming back the next time they are in need of our professional design and print services.