Offer well-oiled client onboarding, send a heart-warming welcome message, create a comprehensive product tour, or wish a happy birthday to a client with a postcard. That’s why offering cut prices every step of the way becomes a back burner. The latter is already overtaking the price and product as the key brand differentiator. 86% of customers are willing to pay more for an excellent experience. It all revolves around that experience a client receives from interacting with your brand.Īs Nebojsa Calic, founder of CyberCrew told us, customer perception is important since it can drive more sales and increase your revenue, and understanding what your customers want, how they imagine the ideal company for that kind of service is key. Who is a happy customer? The answer is more than obvious: it’s a person who is completely satisfied with your product or service and is ready to spread the word. Realizing that motivation can help you as a business owner tweak your policies concerning marketing, customer feedback, and advertising. I would add for myself, that the concept in question is closely connected to the client’s motivation to engage with your company and buy from you. Customers listen to customers, not to targeted ads, so make sure to provide an avenue for your fans (and worse critics) to talk about your product. Allowing your customers to express themselves through multimedia, particularly video, is one of the best ways to improve customer perception. He claims that as the word “perception” implies, it’s all about visuals with today’s millennial and Gen Z crowd. Sam Shepler, CEO of TestimonialHero, has a very interesting opinion, too. Given the competitive world of online business we live in, it’s crucial to provide the best possible customer service in order to build loyalty and retain your customers in the long run. You can’t control customers, but you can emphasize customer experience and ensure that the customer’s journey is top-notch from the moment they land on your website to the virtual shopping cart.

With that in mind, we surveyed the experts from multiple industries and they shared their unique thoughts on the topic.įor Mikkel Andreassen, CEM at Dixa, consumer perception is one of the major factors that help cultivate positive CX for any business. Customer perception definition may slightly differ from niche to niche or even take a new meaning. While the latter comprises everything from the level of customer service a team provides to marketing or sales communications.Īs the saying goes, so many men, so many minds. The former represents the product or service itself, its name, label, and other properties. Those stimuli may be divided into two categories: primary and secondary. It is defined as a process by which consumers sense marketing stimuli, organize, interpret, and provide meaning to it. It’s a certain opinion they’ve formed after a few interactions with a company. Final thoughts What is customer perception?Ĭustomer perception is the way the audience feels about a business.