Small Business Tax Center
Small Business Ideas, Grants &
Plans to Start & Run a Business:

Small Business Grants
CyberSchmooz
Network in Cyberschmooz Community Ask Questions Questions and Answers Share Tips Small Business Ideas List Your Business Business Advice from Idea Cafe Experts Coffee Talk with Experts Starting A Business Business Plan Biz Planning | Sample Plans Small Business Ideas Idea Name Your Biz Name Plan Your Biz Plan Financing $ Starting a Business Do It! Running your Business Marketing Tips Promotional Merchandise Marketing Tips Marketing | Sales | Customers Human Resources HR | Employees | Contractors Legal Forms & Tax Information Legal | Biz Forms Managing a Business Managing | Operations
Financing Resources Financing Your Business E Commerce & Webhosting eCommerce Take Out Info Trade Publications FREE Trade Publications Business Books Biz Books Your Own Business Small Business News Small Biz News Gen X Biz Gen X Biz Work at Home Work @ Home Business Information The Fridge - Biz Info on Ice Destress Send Awards Send Awards & Greetings Yoga At Your Desk Yoga @ Your Desk Fun Guide Guide to Find FUN Online About Idea Cafe Press Idea Cafe has received Idea Cafe in the News Idea Cafe's Kudos Kudos for Idea Cafe Advertise on Idea Cafe Advertise on Idea Cafe Privacy Policy Privacy Policy Contact Idea Cafe Contact Idea Cafe Link to Idea Cafe Link to/from Idea Cafe Join Idea Cafe
Search Idea Cafe Site Directory Site Map Online directory to business resources Biz Web Guide



Expert Answers to Biz Questions

Listen in! Pick up some expert advice to a reader's question that we selected from CyberSchmooz.

color business bar

Customer Experience (CX) and the Small Business

 

The most challenging thing about running a small business is enticing customers. Convincing people to buy from you will not be easy because they’re used to other brands. The good news is that it’s not impossible, although it's easier to convince them when you give them an exceptional customer experience. 

 

What is Customer Experience (CX)? 

When customers come to your business premises, how you handle them is part of the customer experience. It covers the buyer’s journey. Customer experience, also known as CX, is when you are targeting a prospect with ads and trying to persuade them to subscribe to your emails. 

 

CX involves emotions. How the prospect feels about your brand before they subscribe to your services is part of that experience. 

 

CX is all about how to communicate with the client both online and offline. Your goal is to make the clients feel good about your brand. 

 

Why is Customer Experience Important for Small Businesses?

Small businesses compete with large companies for the same market. Unlike small businesses, big firms can afford to spend big on marketing. They can pay for billboards, buses, and any other public space to promote their brands. 

 

It might seem counterintuitive to say small businesses have an edge over their larger rivals because of their size, but it’s true. It’s easier to manage everything in a small business. You can check the finances and manage them from one office, unlike big businesses that have multiple branches with independent managers. You can also personalize the customer experience for every client that you have in a small business.

 

Customer experience is important for a small business because it allows you to level the playing field. Big businesses are too big to personalize the experience for every customer. Their way of doing things is standardized. 

 

Today, consumers are more concerned about what you can do for them and how you make them feel. If you can’t give them an experience to remember, they’ll go somewhere else. You might be surprised to discover that customers are willing to pay more if they’re appreciated. Therefore, a small business that concentrates on improving customer experience increases its chances of success. 

 

Customer Service vs. Customer Experience: What’s the Difference?

The main difference between customer service and CX is the latter is more detailed and broad. Customer experience pays particular attention to the buyer’s journey while customer service deals with the interactions between clients and employees. 

 

Customer service is more concerned with the human aspect of the business. Your employees have to know everything about the product so that they can answer client questions correctly. There’s a special department dedicated to customer service. They include front desk employees and managers. 

 

On the other hand, CX encompasses both the human and non-human aspects of the small business. It can involve more than one department. For example, how the customer responds to automated replies is part of the customer experience. When a customer follows a link to your site, that’s part of the customer experience. When a customer walks into your store and randomly checks the items on the aisles, that is part of the customer experience. Customer service is part of the customer experience.

 

How Do You Define a Good Customer Experience?

A good customer experience is defined by the actions of the customer. If they come back to your shop, they enjoy the experience and want to get more. If they come back with a friend, they love the experience so much that they wanted to share it with someone they know. If the customer posts a positive review on your website or social media page, they loved how you made them feel. People will always appreciate a good customer experience by reciprocating with a good deed. 

 

What Causes a Bad Customer Experience? 

The main cause of bad customer experiences is miscommunication. For example, if a customer clicks on your banner ad, it may be by mistake, or they’re genuinely interested in the product. People hate being forced to do something. Since you’re not sure why the customer clicked on the ad, don’t keep displaying the same ad over and over again. If you do that, you’ll annoy the customer and give them one of the worst experiences. Take time to comprehend what the customer requires before offering anything to them. 

 

How Do You Measure Customer Experience?

You can use customer experience analytics (or, CX analytics) to measure the client’s level of satisfaction. Collect data from your website and analyze it to understand customer behavior. Analyze the different touchpoints of the buyer's journey. For example, how can you entice them to checkout and pay for the item? How can you make your emails more interesting so that customers open them?

 

You can also measure customer experience through surveys. Ask your customers what they think about your brand. Are they satisfied, or do they want more? If they’re not satisfied, you need to improve the customer experience. If they enjoy the experience, maintain consistency.

Google      

Small Business Tax CenterIdea Cafe HomeSign UpBiz Grant CenterCyberSchmoozCoffee Talk with ExpertsPeople in Biz ProfilesStarting Your BizBiz PlanningRunning Your BizFREE Trade PublicationsMarketingFinancing Your BizHuman ResourcesLegal & Biz FormsManaging Your BizeCommerceYou and Your BizGen XWork@HomeThe FridgeDe-StressSend an AwardSend an eGreetingYoga @ Your DeskWeb GuideIdea Cafe in the NewsAbout Idea CafeAdvertise on Idea CafeContact UsPrivacy PolicySite MapSmall Biz News

Copyright 1995-2021, Idea Cafe Inc. Downloads are for personal use only, not for resale to others, and may not be reprinted in any form without written permission from Idea Cafe Inc.

DISCLAIMER: We hope whatever you find on this site is helpful, but be cautioned that it may not apply to your own situation, or be totally current at any given time. Idea Cafe Inc. and all of its current and past experts, sponsors, advertisers, agents, contractors and advisors disclaim all warranties with regard to anything found anywhere on this family of websites, quoted from, or sent from Idea Cafe. and its related sites, publications and companies. We also take no responsibility for comments published by others on these pages.

TRADEMARKS: The following are Registered Trademarks or Servicemarks of DevStart, Inc.: Idea Cafe®, Online Coffee Break®, The Small Business Gathering Place®, Take out Info®, Biz Bar & Grill®, Complaint-O-Meter®, A Fun Approach to Serious Business™, CyberSchmooz™, and BizCafe™.