When someone comes into your cafe 5 days a week and you treat them like a new customer each time, it creates some level of dissatisfaction in them.
In addition to that, loyal customers also expect to be addressed by their first name and get personalised greetings.
Birthday rewards is another area that you should invest in – if you haven’t already. 85% of customers said that they look forward to some kind of birthday promotion from their favourite brands.
You can never go wrong rewarding your customers on their birthday – people love surprises and more than that – they love sharing on social media!
Another important takeaway is that 91% of customers ranked friendly and helpful staff as the most important factor in customer experience. You want to make sure your staff members are well-trained and can provide a friendly and efficient service to customers.
Finally, customers have said that they are willing to pay more for better service or experience. This shows that excellent customer experience goes beyond pricing and extends into other areas of your business.
As a business owner, you can use these customer experience statistics to better plan your customer experience strategy for the rest of 2020.
If you need help designing an effective CX program that prioritises loyal customers, Eber is happy to help.