The power of customer experience: Simple ways to stand out

In today’s competitive marketplace, customer experience is no longer just a nice-to-have—it’s the heart of every successful business strategy. With digital interactions growing and choices multiplying, brands that deliver memorable experiences are the ones customers keep coming back to.

Why customer experience matters more than ever

Did you know that 86% of buyers are willing to pay more for a better customer experience? In fact, customer experience now matters more than price or even the product itself.
(Source: Tameta Tech)

Companies that excel in customer experience grow their revenue up to 80% faster than competitors. They don’t just win customers—they create passionate brand advocates.
(Source: SuperOffice)

And the opposite is just as true. One poor interaction can make a customer leave for good. Today’s customers expect empathy, speed, and personal attention, even from small businesses.

Simple ways to deliver memorable customer experiences

Personalize every touchpoint

Customers want to feel recognized and remembered. Personalization goes beyond using someone’s name—it’s about anticipating their needs and showing that you truly understand them.

Keep track of purchase history and preferences through a simple CRM tool. Send thoughtful follow-ups, exclusive offers, and even thank-you notes. A small touch, like greeting a returning customer by name or remembering their favourite product, can make a big impact.

Make every interaction effortless

People love businesses that make their lives easier. Whether it’s browsing your website, checking out, or contacting support, the experience should feel effortless.

Make sure your website loads quickly, your checkout is simple, and your support options are clear. Offer easy returns and instant help through chat or WhatsApp. Even better—provide self-service options so customers can find answers without waiting.

Be where your customers are

Your customers might start a conversation on Instagram, continue it through email, and finish it over WhatsApp. A disconnected experience can be frustrating, but an omnichannel approach can fix that.

Using a CRM like Bigin helps you bring all customer communications—emails, calls, and messages—into one unified view. You can respond quickly, stay consistent across platforms, and never lose the thread of a conversation.

Keep the human touch in a digital world

Technology makes things faster, but empathy makes them unforgettable. A handwritten thank-you note, a personal follow-up after a major purchase, or simply showing genuine care when solving a problem can set you apart from the competition.

People may forget what you said, but they’ll always remember how you made them feel.

Be proactive, not reactive

Customers love when you solve problems before they even notice them. Keep an eye out for common issues, and address them early. Use automation to send shipping updates or appointment reminders instantly—but keep complex or emotional conversations personal.

A proactive approach builds trust and shows that you value your customers’ time.

Turning feedback into gold

Customer feedback is a free roadmap to improvement. Don’t just collect it—use it. After every purchase or service interaction, ask for feedback and look for trends.

If multiple customers mention the same issue, fix it fast. When they leave glowing reviews, showcase them proudly. It not only builds credibility but also shows customers that their voices matter.

Build a customer-centric culture

A great customer experience doesn’t happen by accident—it’s built by people who care. Every team member, from sales to support, plays a role in shaping it.

Encourage a “customer-first” mindset across your team. Celebrate moments when employees go above and beyond. Share customer success stories internally to remind everyone why great service matters.

When CX becomes part of your company culture, exceptional service becomes effortless.

Measure what matters

You can’t improve what you don’t measure. Track key metrics like Net Promoter Score (NPS), Customer Satisfaction (CSAT), and retention rates to understand how customers feel.

Pair these numbers with real stories from customers to get a full picture of your performance. Use the insights to tweak your approach, refine your processes, and celebrate what’s working.

Making Customer Experience Work for Your Small Business

Customer experience isn’t a luxury reserved for big brands—it’s a growth secret that small businesses can easily master.

With a simple CRM like Bigin, you can centralise all your customer information, automate follow-ups, and add a personal touch to every interaction. Focus on improving a little each day—ask for feedback, listen closely, and act quickly.

Every detail matters. From how fast your website loads to how warmly you greet a customer, every touchpoint can transform an ordinary moment into a lasting memory.

Delivering great customer experience helps small businesses stand out, build loyalty, and grow faster. When you combine personalization, simplicity, and genuine human connection, you don’t just sell—you build relationships that last.