What is Customer Experience and Why is it So Important?

Think of the last time you had a positive experience as a customer and how it left you feeling afterward. You probably still remember it vividly, right? More than likely this is a brand that has a product or service that you are already familiar with and a fan of. This experience is something that the brand probably focuses on delivering to each and every customer and because of this consistency, as a customer, you have grown to expect it every single time you revisit. HubSpot defines customer experience as “the impression your customers have of your brand as a whole throughout all aspects of the buyer’s journey. It results in their view of your brand and impacts factors related to your bottom line including revenue.” Chick-fil-A is the king of doing this and their consistency should be looked at by other brands as an example of what to strive towards for their own brand’s customer experience. No matter what Chick-fil-A location you go to, your experience is still the same every single time. “My pleasure!” Just hearing that makes me think of Chick-fil-A.

Now think of the last negative experience you had as a customer. You may not even remember the situation because it was so bad that you have never revisited that brand again. Or you do remember it because it was so bad and you make sure you tell everyone not to make the same mistake you made. Say your brand has an amazing product that should be used by everyone in the world, but your point of sale process of the customer experience is awful, you will never come out on top. People will remember the brand more for the bad point of sale experience more so than the amazing product you are selling. It is because of this, that the power is truly in the customers’ hands and not the seller, and the fate of your brand lies in the outcome of how that customer perceives your brand throughout the entire customer experience.

This goes to show why the customer experience is so important. Some of the best marketing available is the words that come from a loyal customer. If you can make all of your customers loyal, then all of those customers become brand ambassadors and will tell other people to go to your brand rather than something else. Word of mouth marketing is an oldie but a goodie and if your entire customer experience is on point, then expect your new, loyal brand army to promote your stuff for you! At Frios, one of the main things we look for in a new franchisee is the desire and ability to do everything possible to capitalize on the customer experience. Our prospective franchisees are entrepreneurs at heart and have the devotion to ensure their customers are smiling ear to ear from beginning to finish and everywhere in between. If you know how to capitalize on the customer experience, you may be a great fit for Frios Gourmet Pops! Visit our franchising website to learn more about becoming a part of the Frios family!