Expert Advice for Medium and Midsize Businesses

3 Customer Experiences That Can Make a Big Difference

Jodi Warner
Content Marketing Specialist, Oracle

Customer Experience (CX) has fast become a top priority for small-to-medium businesses (SMBs), and is becoming ever more vital for businesses of all sizes including large, established companies, niche upstarts, and innovative power players.

A Walker study found that customer experience will overtake price and product as the key brand differentiator by the year 2020.

Here are three ways to make a big difference through customer experiences:

  1. Sell them a value-add product or service. Give your customer the option to expand or enhance their product not only shows you understand their need but how to meet them as well.
  2. Develop a relationship with them after the sale. If you cultivate a long-term relationship with your customer after the deal has been closed, they are more likely to return. Once there is a true relationship formed, your customer will also be more likely to recommend your services to others as a trusting partner.
  3. Be micro-moment ready. As you digitally transform, keep a CX focus so you are ready when your customers are demanding your attention.

Micro-moments occur when your customers instinctively use a device to learn, watch, or to buy something. With this reliance on technology, it is no longer enough just to sell to your customers. Instead, provide them with an engaging relationship and relevant experiences across all channels and devices. For many SMBs, your size gives you the capability to deliver personalized service in a way your larger competitors simply cannot.

You can deliver all of this and more with Oracle Customer Experience (CX) Cloud. Your service team can see exactly what your sales team is doing, both teams can monitor marketing efforts, and every customer-facing employee can have access to data held within the ERP and SCM systems. By connecting your customer-facing employees to your back office-functions, they will have access to everything they need to build and grow more rewarding relationships – both for the customer and the overall success of the business.

Learn how you can digitally transform your high-growth company by reading the ebook “Digital Transformation for High-Growth Companies.”

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