--- title: "Customer Experience: Make It or Break It | Cention" description: Customer experience is the decisive aspect for businesses especially in this new decade. Here are some pointers to achieve optimal CX! image: https://blog.cention.com/hubfs/Imported_Blog_Media/Customer-Experience_-Make-it-or-Break-it.png --- [![cention-logo-black@1x](https://blog.cention.com/hs-fs/hubfs/cention-logo-black@1x.png?width=122&name=cention-logo-black@1x.png)](https://cention.com)   - Menu Item 1 - Sub-menu Item 1 - Another Item - Sub-menu Item 2 - Menu Item 2 - Yet Another Item - Menu Item 3 - Menu Item 4 ### I’d like to learn more about Campaign Creators! read # Customer Experience: Make It or Break It By Yasmine # Customer Experience: Make It or Break It ![](https://blog.cention.com/hubfs/Imported_Blog_Media/Customer-Experience_-Make-it-or-Break-it.png) A few weeks ago, my family and I went to a famous island resort for a short vacation. What would have been a perfect experience for our family turned slightly sour as some of the staff were not friendly nor very helpful to the visitors. Despite the obvious appeal of the island, what made us feel to never return to that resort was the unpleasant customer experience that we went through. Customer experience is how customers perceive brands through the strategies employed for the purpose of delivering optimal CX. Now, companies have realized the importance of customer experience. A study by SuperOffice found that 88% of businesses are now making it a priority at their contact centers.  It is a loud statement which further highlights how customer experience can make or break businesses everywhere. ## Leveraging Customer Experience with Data Effective CX is similar to telling a good story – to spark emotions within your audience or customers, and make them come back wanting more. But to achieve that requires you to know your audience, because how else could you know what grabs their attention? One way is to ask them directly. Surveys are effective, easy to distribute and it takes no more than a few minutes to complete them. However, not everyone is willing to spend that few minutes answering questions they think are not related to them. A more convenient option is to leverage saved customer information obtained through the interactions on a centralized knowledge base. All data should be easily accessible to help businesses understand the buyer’s ecosystem and meet the various needs it represents. Because data such as customer satisfaction can serve as insights for your business. It allows for proactive measures to be executed while keeping your business one step ahead when tackling possible problems or issues. Especially now, it takes more than just R&D or product development for businesses to stay as forefront runners in their respective industry. ## **Empowering Employees Boosts Customer Experience** While it is important to understand customers’ expectations and needs, making sure that your employees are satisfied at work is just as crucial. A study by Temkin Group found that organizations that received good employee engagement ratings are more likely to provide excellent customer experience. Internal culture within the company should not make employees feel suffocated, but empowered. Removing rigid departmental silos will effectively make customer journey a breeze, as a good internal culture will also benefit your customers in the long run. Even though it has been overlooked for some time, nurturing and empowering organization culture will ultimately enhance how your customers feel when interacting with your business. ## **Connecting on Multiple Fronts** With the digital explosion in recent years, businesses can connect with customers on multiple fronts at the same time. Let’s say, Bob contacted a car manufacturer regarding a possible engine problem with his car but his calls and emails weren’t answered. He was only able to connect to their customer support after posting his question on social media. If the manufacturer had only the phone as their communication channel, Bob would have gotten even more frustrated than just having his calls and emails unattended. It would even be possible for him to choose a different service provider, and that means a business opportunity gone as Bob drives away to get his problem fixed. Interacting through various channels allows businesses to engage in collaborative, consultative relationships with customers. Regardless of any channel they choose, they are guaranteed with responsive and exceptional customer support from you! Which is why the omnichannel experience has become the trend in customer service these days. But hold your horses! This will only work with viable and engaging omnichannel strategies. Companies that employ excellent omnichannel strategies enjoy a 10% YOY growth. Once you have that strategy, all you need is a powerful omnichannel platform that can make all interactions seem…seamless. ## ‘C’ is for Customers Here’s the thing – to know what customers really want, you have to BE the customer. You don’t necessarily have to buy your own products. Put yourself in the customer’s shoes and ask; what do I want from this business? What improvements would make me happier when using this service? Put away short-term financially driven goals in favour of customer-driven decisions. Jim Tinchner, a CX expert from Heart of the Customer explained that businesses are likely to put more interest in measurement over metrics in 2020. In the end, the best way to know what customers want is to think like them. Empathy goes a long way, especially in the business world.   To know more on how you can make your customers’ lives easier, contact us and we’ll be delighted to share our expertise with you! Click the link below to request a Demo: [http://www.cention.com/request-demo](http://www.cention.com/request-demo) Facebook: [https://www.facebook.com/Cention](https://www.facebook.com/Cention) LinkedIn: [https://www.linkedin.com/company/cention-ab](https://www.linkedin.com/company/cention-ab) Instagram: [https://www.instagram.com/cention.official](https://www.instagram.com/cention.official) Share this article Share on facebook Share on twitter Share on linkedin Share on email Tags: [Customer Support](https://blog.cention.com/tag/customer-support), [Cention Brand](https://blog.cention.com/tag/cention-brand), [Empower Employee](https://blog.cention.com/tag/empower-employee), [omnichannel](https://blog.cention.com/tag/omnichannel), [Customer Service](https://blog.cention.com/tag/customer-service), [Maximizing Customer Experience](https://blog.cention.com/tag/maximizing-customer-experience), [cention](https://blog.cention.com/tag/cention), [Customer Experience](https://blog.cention.com/tag/customer-experience) ### Read other posts ## [Enhancing Customer Experience with AI and Chatbots: A Win-Win for Agents and Clients](https://blog.cention.com/benefits-ai-chatbots-agents-customers) September 25, 2024 *( read )* Topics: [Contact Center](https://blog.cention.com/tag/contact-center), [Customer Experience](https://blog.cention.com/tag/customer-experience), [Artificial Intelligence](https://blog.cention.com/tag/artificial-intelligence) ## [Unearthing AI-Ready Treasures in Your Contact Center](https://blog.cention.com/building-robust-data-collection-strategy-contact-center-ai-readiness) August 14, 2024 *( read )* Topics: [Contact Center](https://blog.cention.com/tag/contact-center), [Customer Experience](https://blog.cention.com/tag/customer-experience), [Artificial Intelligence](https://blog.cention.com/tag/artificial-intelligence) ## [The art of customer Service: Turn Your Customer Service Inside Out for Outside In Success](https://blog.cention.com/turn-your-customer-service-inside-out-for-outside-in-success) November 7, 2023 *( read )* Topics: [Contact Center](https://blog.cention.com/tag/contact-center), [Customer Service](https://blog.cention.com/tag/customer-service) ### Subscribe to The Chronicles of Marketing Newsletter ## Offer your visitor something of value. You can allow them to download an ebook, subscribe to your mailing list or book a meeting with sales in exchange for their contact information, turning them into leads for your business. - Menu Item 1 - Sub-menu Item 1 - Another Item - Sub-menu Item 2 - Menu Item 2 - Yet Another Item - Menu Item 3 - Menu Item 4 ### Other Services If you are looking for software, apps, and or branding... check out our sister company [Deep Root Digital](http://www.deeprootdigital.com/) ![San Diego City Badge](https://www.campaigncreators.com/hubfs/Campaign_Creators/San-Diego-City-Badge.png) - - - - - - © 2021 Cention.com - [info@cention.com](mailto:info@cention.com) - [+46 8446 808 88](tel:46844680888)