Enhancing the customer experience

by | Sep 20, 2018 | Web | 0 comments

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.

Related articles

Share the Christmas Magic

In our business, Christmas is a key time. We always go above and beyond in thanking our loyal clients for trusting us with their graphic design, print, websites, digital marketing and other promotional services. Every year we come up with increasingly creative ways to...

read more

The perfect choice for charities

In the media, we often hear that times are tough for charities. Firstly there are more of them than ever before and secondly, there have been a series of high profile, very problematic, very negative stories that have been played out in public over the last few years....

read more

Charitable Sector Case Study – CABA

The charitable sector is one area where we specialise in providing dedicated creative graphic design and print services. During 2018, we have worked closely with Rugby based CABA (Chartered Accountants Benevolent Association) on a number of projects, the latest of...

read more

Find out today what we can do for you

Oxygen Graphics © 2019 All Rights Reserved