Customer Experience: Get to Know the Benefits of Investing

Discover the main benefits of investing in customer experience for your business and gain a competitive advantage in your actions.


Every company striving for success knows the importance of providing a good customer experience at all touchpoints. Treating customers well brings numerous benefits, such as increased loyalty and sales, and consequently, higher profitability.

One of the central points for creating a good customer experience (CX) is customer service. When customers are served quickly and efficiently, they are more likely to feel valued and understood, which leads them to trust the company and recommend it to others.

According to data from the annual survey conducted by Salesforce, State of the Connected Customer, 95% of Brazilians consider the quality of the experience provided by a brand as crucial as the quality of the products and services offered, an increase of 3% compared to the previous edition of the report.

These data show that nurturing a good relationship with your consumer through efficient journeys is not just a differential, but a necessity for companies wishing to stand out in their markets. Businesses that invest in offering an exceptional experience can benefit significantly.

But what are the benefits that a company can perceive by investing in improving its Customer Experience (CX) structure?

Benefits of Investing in Customer Experience

Investing in customer experience can bring several benefits to companies. We highlight the main ones:

Customer Loyalty

When consumers are delighted with the purchasing or service journey, the likelihood of them returning in the future is considerably higher.

More than just offering good service or a product, it is essential that every contact point that person has with the business is pleasant and efficient. This will also result in a higher likelihood of recommendation to friends and family.

Increased Satisfaction

Offering an exceptional experience can increase customer satisfaction and, consequently, their loyalty to the brand. Satisfied customers are less likely to abandon ship in times of crisis and more willing to provide constructive feedback in surveys.

Competitive Differentiation

In an increasingly competitive market, investing in customer experience can be an important differentiator to stand out from the competition. A positive customer experience can be a decisive factor in the customer’s choice between one company and another.

On the other hand, a poor quality experience can have a negative impact on the company’s reputation and, consequently, affect the brand image and its sales.

Want an example? Imagine two companies offering the same product at similar prices, but one of them has hundreds of complaints about its service on Google Business, and the other, only praises. Which do you think is more likely to be chosen? At decision time, offering that good experience can make all the difference!

Revenue Growth

As mentioned in the previous points, customers satisfied with the experience they had with a company are more likely to have a closer and more trusting relationship with the brand, generating a greater predisposition to make new purchases.

In addition, satisfied customers are more likely to opt for products and services with higher added value. In the long term, this results in a considerable increase in the revenue of these businesses.

Cost Reduction

Satisfied customers tend to have fewer problems and complaints, which can reduce customer support costs. In addition, they are less likely to return products or cancel services, which can reduce logistics and customer service costs.

The Turning Point in Customer Experience with Zenvia

One of the best ways to organize and centralize the customer experience structure is through a platform like Zenvia.

In an increasingly competitive scenario, your customer will no longer settle for less. This means eliminating friction points such as delayed service or a confusing purchase journey. After all, as we explained in this article, a negative experience can mean the end of that person’s relationship with your brand.

Build a new world of experiences for your customer and activate Zenvia Mode. Learn more here.

Escrito por

Cicero Moura