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  • Writer's pictureTamara McKenzie

Why Perception Really is Reality When it Comes to CX

How customers perceive your business plays a crucial role in its overall success. The customer experience is an integral aspect of this, and businesses must remember that perception is reality when it comes to CX. Simply providing good service or a high-quality product is not enough; you need to ensure that customers perceive your business positively. From the initial interactions with your company to the post-purchase feelings, it's crucial to deliver an experience that customers can trust, enjoy, and appreciate. To achieve this, companies must create a frictionless, value-driven customer journey that leaves a lasting impression. Going beyond meeting customer expectations to create a memorable CX fosters loyalty, resulting in increased satisfaction and retention – two essential ingredients for a thriving business.

Diving Deeper into Customer Experience

Customer experience encompasses the interactions customers have with your brand across various channels and over time. It's a blend of customer perceptions and experiences, both online and offline, that includes not only customer service but also their overall expectations. CX plays a vital role in customer retention and acquisition. If a customer is unhappy with their experience, they're likely to leave and take their business elsewhere. Competitors are always ready to capitalize on weaknesses in your CX, making it crucial to focus on improving this area.

The Connection between Perception and Reality in CX

In reality, customers might not always know what to expect when purchasing from your business. They may have certain expectations, but their actual experience could be entirely different. This implies that merely meeting their expectations isn't sufficient – you must aim to exceed them. Customers won't be satisfied with average service or an average product, but they may not realize that there's room for improvement. Your business must stand out while ensuring a positive perception. To achieve this, go above and beyond in creating an experience that customers will remember and appreciate. Keeping customers happy and demonstrating your business's value is critical for fostering loyalty.


Creating a Positive Customer Perception: Key Strategies

1. Mastering Initial Interactions

First impressions matter, and customers will form their initial opinions of your company at the moment of first contact – whether over the phone, via email, in-person, or online. Your website design, for instance, could be the first impression customers have of your business. Positive first interactions are essential for a successful CX. If customers encounter friendly, helpful employees or receive prompt responses to inquiries, they're more likely to develop a positive perception of your business. On the other hand, negative initial interactions can lead to customers avoiding your business, ultimately harming your CX.

To ensure positive initial interactions, train your employees to be friendly and polite, making customers feel welcomed and appreciated. Properly train your staff to handle various situations and promptly address customer questions and concerns.

2. Delivering Consistent Value

Customers expect value in every interaction, and if you don't provide it, they'll quickly turn to a competitor. Providing value can come in the form of efficient service, high-performing products, or exceptional customer service. By consistently offering value, customers will develop a positive perception of your brand.

One way to consistently provide value is through excellent customer service. Strive to deliver outstanding customer service in every interaction, from answering questions to solving problems. Consistently providing value leads to a positive perception of your brand.

3. Crafting Lasting Impressions

Customers will leave your business with a lasting impression of their experience you want to ensure it's a positive one. Strive to make customers feel valued, appreciated, and fairly treated while going above and beyond to meet their needs. If you can accomplish this, customers will depart with an excellent lasting impression of your company, leading to a positive perception of your brand and increasing the likelihood of them recommending your business to others.

Treat customers as your guests, making them feel valued and appreciated. Show your willingness to go the extra mile for them. By doing so, customers will leave with a lasting impression of your company.

Final Thoughts

A positive customer perception can result in increased customer satisfaction and loyalty, both vital to business growth. Satisfied customers are more likely to return and recommend your business to others, translating into long-term profits. Loyal customers are also more likely to advocate for your brand, leading to increased profits as new customers come on board. Providing a positive customer experience can also boost your company's reputation. As you create happy customers, they'll spread positive word-of-mouth about your business.


Perception is indeed reality. If customers don't perceive your business as genuinely customer-centric, they won't feel compelled to return. While anticipating customer needs and preferences is important, you must also consider their perception, as that ultimately determines how they feel about your business. Focusing on how customers feel during their interactions with your company, rather than merely remembering facts about it, will help you create a memorable and positive customer experience that drives success.

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