What does a small business have to do to create a great customer experience? Do you have to dazzle customers with innovative products, anticipate their every need before they know what it is, or coddle them in a luxurious environment? It's not that hard: According to a recent study by InMoment, the key to a great customer experience is simply satisfaction.
“Satisfaction” is the number-one emotion that creates a positive customer experience and leads to brand loyalty, consumers in the study say. While businesses believe customers want to feel important, or be treated as if they are part of something special, customers’ real expectations are much easier to meet: They just want businesses to keep their promises.