This is a guest post from Rhiza Oyos, the inbound marketing manager at Spiralytics.
Customers relationships are the lifeblood of every SaaS business. However, regardless of their years of operation, there are moments when these relationships can — for better or worse — dramatically change
A customer’s experience is everything. It helps SaaS companies attract customers, retain them, and generate referrals
So, businesses who understand the importance of customer experience end up winning the race and beating the competition. In particular, winning companies are those that understand the human factors and emotions at play in experience, design, and production.
Harley Manning in a 2012 article for Fast Company writes:
“In other words, if you want that next sale, if you want good word of mouth, and if you want to keep your customers, it’s unlikely that anything else you do matters more than delivering a superior experience”
Experience is all about moments.
In designing an exemplary customer experience, businesses should know about the four moments of truth that can help them get ahead.