Panduan Lengkap Pengalaman Pelanggan

Those who regularly roam with their eyes wide open in the marketing corridor are unsurprised to see the evolution of customer experience from a post-sale entity only to the new separate terrain of competitive marketing. 

It’s strongly disruptive for those who believe that the tried and trusted duo of product and price alone will catapult them into the higher altitude of success. 
 
Though experts had declared that the next decade would see a spectacle of customer experience trumping the product, the speed of change has preponed it, as it has already arrived. 

Panduan komprehensif untuk pengalaman pelanggan ini menerangkan makna sebenar pengalaman pelanggan, mengapa ia tidak dapat dielakkan penting, dan kaedah yang boleh diambil tindakan yang boleh anda gunakan untuk meningkatkan pengalaman pelanggan yang dihasilkan oleh organisasi anda. 

Apakah pengalaman pelanggan? 

A customer experience program is a structured strategy aimed at enhancing every interaction your business has with its customers. It centers on actively gathering feedback, understanding customer perceptions, and using those insights to make meaningful improvements.  

Customer experience is the holistic impression that a customer has on a brand in every aspect of a buyer's journey. This impacts the bottom line of a brand, including revenue. (Source: Hubspot) 

Many still mistake customer experience for just customer service. While service is a key part, CX is much broader—shaped by today’s complex, multichannel customer journeys. It spans every interaction between a customer and a brand, from touchpoints to environments. Simply put, customer experience has evolved into a multifaceted, dynamic system. 

Why does customer experience matter for a business? 

Pengalaman pelanggan yang baik menggalakkan kesetiaan dan boleh menjadikan pengguna menjadi penyokong jenama. Sebaliknya, pengalaman buruk melakukan sebaliknya, dan itulah sebab kritikal pengalaman pelanggan paling penting. Mari kita juga memahami beberapa sebab penting lain untuk kepentingannya. 

1. Kepuasan pelanggan tidak pernah sama pentingnya dengan sekarang 

The road to customer satisfaction goes through meeting customer expectations, which have metastasized rapidly. 

Good customer experience, with detailed pre-sales information and humane post-sales interactions, can easily churn out more satisfied customers by not just meeting their expectations but even surpassing them. 

It’s important to point out that companies across the globe have an average customer satisfaction rate of 86%, leaving a lot of scope for improvement. 

2. Pengalaman pelanggan meningkatkan keuntungan - secara langsung dan tidak langsung 

Nilai ekonomi terletak di persimpangan jangkaan pelanggan dan pengalaman pelanggan yang disampaikan. Apabila pelanggan berinteraksi dengan organisasi anda, mereka ingin mengekstrak nilai maksimum melalui input minimum. 

Itulah idea kepuasan mereka. Oleh itu, pengalaman pelanggan yang baik dapat memberi kesan positif kepada tingkah laku membeli mereka dan menghasilkan pendapatan yang tinggi, mengurangkan kos perkhidmatan, dan ROI yang lebih baik. 

3. Pengalaman pelanggan menjamin daya tahan perniagaan 

Organisasi yang mengutamakan pelanggan sering diberi ganjaran oleh pasaran dan pelanggan. Pengalaman pelanggan yang hebat secara tersirat bermaksud bahawa anda telah menyesuaikan diri dengan keperluan pelanggan dengan baik dengan merancang perjalanan pelanggan hujung ke hujung yang memberi tumpuan kepada pengurusan hubungan pelanggan. 

Ini memberikan perniagaan anda lebih berdaya tahan, melindungi anda dari kemurkaan pelanggan dan kepekaan harga. 

4. Pengalaman pelanggan memastikan kelebihan daya saing 

A 2024 study by Forrester revealed that companies with superior customer experience (CX) achieve up to 3.5 times more revenue growth compared to their competitors, emphasizing the critical role of CX in driving business success. 

It then sounds perfectly logical why Tony Alessandra, President of Assessment Business Center, says: "Being on par in terms of price and quality only gets you in the game. Service wins the game.” 

There is always a possibility that competitors may replicate the quality, product, and price dynamics you have but the touch of individualization and personalization that customer experience brings can be your own thing. It can become your product itself, and that's very hard to replicate, if not impossible. 

How to improve customer experience? 

Manfaat yang dimiliki oleh pengalaman pelanggan kelas ke atas syarikat sememangnya menggoda, menjadikan sesiapa sahaja meletakkan kaki pada pedal pengalaman secara impulsif. 

Walau bagaimanapun, realitinya adalah menghalang syarikat-syarikat teratas, sangat sedikit yang memahaminya secara komprehensif dan telah menjadikannya pakar eksklusif mereka sendiri. 

A slew of hampering - not knowing what exactly customers want, where they are, how to be there for them when they need you, clueless about adding value through customer experience - have impeded their customer experience endeavors. 

Satu-satunya jalan keluar ialah menentukan tindakan asas utama yang melibatkan pemahaman yang lebih mendalam tentang pelanggan dan persekitaran mereka dan merangka tindakan subsidiari lain yang berkisar pada mereka. 

Berikut adalah sepuluh cara berkesan yang boleh membantu dalam meningkatkan pengalaman pelanggan: 

1. Petakan perjalanan pelanggan dengan bijak 

Fahami pelanggan anda dengan jelas kerana anda memahami keperluan anda sendiri. Mengetahui secara langsung dari mana pelanggan datang, bagaimana mereka mendarat di pelbagai titik sentuh anda, apa yang mereka lalui semasa melintasi titik sentuh tersebut, dan apa yang mereka harapkan adalah satu-satunya asas yang boleh dipercayai di mana pengalaman pelanggan yang cemerlang dapat dibina. 

Menggabungkan peta perjalanan pelanggan yang jelas adalah, oleh itu, penggerak utama dan pertama pengalaman pelanggan. 

A customer journey map is a detailed sketch of every step your customers pass through while interacting with your organization—and that’s why it includes engagements beyond just buying the product, like social media, advertisements, and case studies on your website. 

Since customer experience is holistic in nature, it’s essential to include both post-sales and pre-sales activities in your mapping. 

Though companies often focus more on sales-driving activities, paying attention to post-sales interactions is key—not just for a complete customer experience, but also for fostering customer retention. 

Mengapa penting untuk memetakan perjalanan pelanggan anda? 

A well-mapped customer journey gives your employees a cradle-to-grave overview of customer experience, helping them visualize pain points and their solutions. 

Once employees recognize their individual contributions, superior customer experience naturally becomes a cultural touchstone across the organization. 

2. Mengasah strategi omnichannel 

Once you have listed the various modes through which customers can discover you and interact with you, the next step is to understand how customers behave on those channels and loop it seamlessly into your sales and marketing framework. 

Perhatikan bahawa ini bukan sahaja meningkatkan kemungkinan anda berhubung dengan pelanggan anda. Tetapi inilah yang pelanggan mahu secara terbuka dan rahsia. 

According to CX Today, 9 out of 10 customers expect an omnichannel experience as their go-to communication method.  

Jangkaan untuk pengalaman omnichannel ini berpunca daripada dua sebab: 

• Reason #1: Customers want a homogeneous, consistent, and familiar experience across all channels, making any kind of silos a sin. 
• Reason #2: In an almost avalanche-esque plethora of gadgets, customers expect joy and freedom of interacting through the mode of their preference. Expecting customers to prefer only one mode of communication, thus, is a sure way to plant you in the pot of irrelevance. 

Mengapa penting untuk mengamalkan pendekatan omnichannel? 

Empowered convenience: Freedom of interaction anytime and anywhere through preferred modes translates into convenience—the core of great customer experience. It helps identify moments when customers are ready to act. Google calls these “micro-moments”—intent-driven decisions and preferences that shape the consumer journey. Without open, integrated communication, leveraging these moments is like drawing lines on water. 

Roping in the power of data: Omnichannel strategies generate recurring, actionable data—forming a rich base of consumer insights. Using this data scientifically helps you respond to needs and trends proactively. It also highlights friction points in the customer journey that can be resolved with this newfound clarity. 

 
Common friction points: 

• Borang aduan terlalu panjang 
• Seruan tindakan dikebumikan dalam navigasi kompleks 
• Kandungan yang betul sukar dicari 
• Pop-up bersilang tindakan utama 
• Memasukkan semula maklumat yang sama pada berbilang halaman 
• Cabaran menggunakan pelbagai peranti 
• Tiada Soalan Lazim 

3. Ace the artificial intelligence (AI) 

Kesakitan pelanggan tidak tahu jam masa. Kadang-kadang, mustahil untuk berada di sana setiap masa untuk pelanggan anda. AI, dengan chatbots, boleh mengisi vakum yang ketara dengan cekap. 

Infused with deep learning and advanced algorithms, they speed up response time and answer 80% of FAQs. Consequently, chatbots can save up to 30% in customer support costs. 

Mengapa penting untuk mempunyai chatbots? 

• Chatbots menjawab pertanyaan pelanggan 24 * 7 walaupun pasukan sokongan anda tidak tersedia. Memastikan jawapan segera membantu pelanggan berasa dihargai, lynchpin mana-mana pengalaman pelanggan yang baik. 
• Melaksanakan bot sebagai hubungan pelanggan utama boleh mengumpul maklumat pelanggan asas yang lebih lanjut analisis. 
• Berbanding dengan manusia, bot boleh dipertingkatkan dengan mudah semasa waktu sibuk untuk memberikan sokongan berkualiti tanpa kehilangan walaupun iota perbualan. 

It’s then highly unsurprising that 30% of US consumers rate chatbot interactions as “very effective” in dealing with customer service issues. Why do you think this is possible? Activation functions make it possible to automate conversations - an impressive feat, indeed! 

4. Mengintegrasikan pilihan layan diri terbina dalam 

However well-trained your customer support team may be, it's still a reactive solution to recurring minor issues—leading to delays and added costs. A smarter strategy is to let customers resolve small, non-critical problems themselves. 

This frees your support team to focus on urgent concerns that truly matter—often saving churn-risk customers. Even users prefer solving basic issues independently. 

Why is it important to integrate in-built self-service options? 
Self-service delivers what traditional support often cannot: fast, intuitive, and satisfying experiences. It empowers customers by: 

• Bringing needed info instantly through smart navigation. 
• Providing tools to fix small problems independently. 
• Strengthening your brand by enabling frictionless interactions. 

5. Menyampaikan perkhidmatan pelanggan yang lambang 

There are abundant scenarios where customers have churned out despite being satisfied with the product. More often, the usual suspect is bad customer service. 

And with 78% of customers backing out of purchase due to poor customer service, one doesn’t have to burden his eyes with binoculars to see the detrimental impact that it can have on the financial nerve of a company. 

Biasanya, perkhidmatan pelanggan yang hebat bermaksud perkhidmatan yang: 

• Cepat ("masa nyata") 
• Peribadi 
• Pengalaman 
• Proaktif, memberikan resolusi sebelum gangguan sebenar berlaku 

6. Dengarkan pelanggan—sentiasa 

Persepsi pelanggan anda adalah realiti jenama anda. Pemahaman yang tidak disengajakan tentang apa yang mereka harapkan, apa yang mereka rasakan tentang kerjasama mereka dengan anda, apakah bidang peningkatan, kesediaan mereka untuk mengesyorkan jenama anda kepada orang lain, dengan itu, menjadi sangat penting. 

Cara terbaik ialah berhubung dengan pelanggan anda melalui semua saluran yang mungkin dan meminta maklum balas secara berkala. 

55% of consumers emphasized the importance of knowledgeable employees in their customer service experiences. 

Apabila pekat dalam tiub analisis, syarikat boleh menggunakan nuget maklumat ini dalam meningkatkan ante perkhidmatan pelanggan. 

Mengapa penting untuk sentiasa mendengar pelanggan? 

• Pelaksanaan maklum balas yang teliti memastikan bahawa produk akhir dan perkhidmatan pelanggan akan memenuhi jangkaan pelanggan dan dengan itu membuat pelanggan gembira. 
• Kerja keras yang dilakukan untuk mengumpul maklum balas menunjukkan bahawa anda menghargai pendapat pelanggan anda, menjadikan mereka merasa rapat dengan syarikat anda. 
• Maklum balas yang jujur, tetap dan terperinci membantu mengukur kepuasan pelanggan dan membuka peluang baru untuk penjualan dan penjualan silang. 

7. Belajar dari churn pelanggan 

Bain & Company suggests that a 5% increase in customer retention can increase your company's profits by 25% to 95%. It begins by analyzing the customer experience areas where there is low engagement. 

Even if you fail to prevent the churning, try to find out why they left. Ask them to leave feedback and think about it seriously. Figure out the instances where your company fell short and pass it on to the people concerned for a future remedy. 

By making it easier for the customer to cancel his account and letting him go graciously, leave a good last impression—so when he decides to opt-in for the same product, you will be the first person to pop up in his mind. 

Mengapa penting untuk mengelakkan churn? 

• Oleh kerana penglibatan yang rendah adalah pendahulu ke akhir, jika tidak dapat dielakkan, churning, menganalisisnya membolehkan anda mengenal pasti pelanggan yang mempunyai risiko tertinggi churn. 
• You can also gauge what percentage of engagement will cause churn and alert your customer success team about the same. It gives you the chance to proactively connect with customers before it's too late. 

8. Terlibat dengan pelanggan anda sepanjang kitaran hayat mereka 

With countless touchpoints and new gadgets, the modern customer journey is far from linear—it’s full of twists and turns. 
To prevent drop-offs, guide customers carefully through each stage. 
Since 80% of consumers switch after multiple bad experiences, strong customer experience is essential to move them down the funnel. 

Smart Insights found that 50% of companies view journey-based CX as “extremely important,” with 30% saying it’s “very important.” 
To excel, closely observe the journey and fix friction points—like a slow website at the awareness stage or lengthy demo forms at decision-making. 
Removing these hurdles with excellent CX ensures you meet customers at the finish line. 

Why engage customers throughout the journey? 

• It boosts lifetime value and ROI. 
• Strong CX reduces long-term marketing spend. 
• Happy customers become advocates, making ads less necessary. 

9. Membina budaya berpusatkan pelanggan 

A business can’t succeed without happy, satisfied customers. Customer-centricity is a strategy and culture that focuses on delivering great experiences to build loyalty. It’s about putting the customer at the heart of everything—without draining your budget. Even small gestures can go a long way in making customers feel valued. 

• Delight your customers with gifts: Since the world is yet to see a joyous way of delighting a person than a souvenir of choice, strategic sparkling of gifts on customers’ key personal or professional moments can grant you a permanent space in their good books. 
• Grant them early access: A simple way to make your customers feel special is to provide early access to the newly launched product or services. 
• Shower discounts on high-spending customers: Raise your order value as well as repeat purchase rates by offering measured discounts to your regular buyers. 

Mengapa penting untuk membina budaya yang mengutamakan pelanggan? 

A customer-first approach makes people feel valued and central to your business. This emotional connection keeps your brand top of mind, increases their tolerance for small slip-ups, and lowers price sensitivity—helping reduce churn. 

It echoed unequivocally in the research by Deloitte and Touche: Customer-centric companies are 60% more profitable compared to non-customer-centric companies. 

10. Berikan data pengalaman pelanggan kepada semua pasukan 

Pengalaman pelanggan adalah pertempuran yang melelahkan dan tidak pernah berakhir yang harus diperjuangkan oleh seluruh organisasi - dan pasukan CX anda mengendalikan hanya satu bahagian daripadanya. 

Itulah sebabnya penting untuk pesanan tertinggi bahawa semua orang dalam organisasi anda mempunyai akses mudah ke penemuan pengalaman pelanggan anda. 

Berus yang berterusan dan pertama dengan realiti ini akan membantu mereka introspeksi kerja mereka, menyebabkan pengoptimuman proses harian namun misi kritikal seperti penghalaan pelanggan, automasi aliran kerja, dan pengetagan pelanggan. 

Mengapakah penting untuk menyampaikan data pengalaman pelanggan kepada pasukan anda? 

• Quicker customer redressal: Metasaas mentions that 31% of SaaS licenses end up unused, highlighting the need for clearing roadblocks as quickly as possible. Having real-time and comprehensive data regarding where your customers are likely to face obstacles enables your team to foresee user frustration and opt-in for proactive measures to smoothen the customer's journey. 
• Enhanced upsell opportunities: With an acute understanding of the right timing to reach out to customers, their preferred channels of communication, and their pressing needs, your sales team will be able to see newer upselling opportunities as clearly as daylight. 

How to measure customer experience thoroughly? 

There are two primary methods to evaluate customer experience: 

• Customer Surveys: Directly ask customers about their experiences by sending surveys after an interaction. 
• Support Data Analysis: Track first-party customer support metrics to understand the quality, speed, and efficiency of the service your team is providing. 

The most effective approach combines both methods. Customer service KPIs set performance benchmarks, while surveys offer direct feedback from customers, revealing how well you're truly meeting their expectations. 

There are hundreds of CX metrics you could track, but some are universally important across industries. Let’s dive into the most critical ones: 

1. Skor Promoter Bersih (NPS) 

Net Promoter Score measures customer loyalty by asking a simple question: 
“How likely are you to recommend us to a friend or colleague?” 

Responses are rated on a scale of 0 to 10: 

• 0–6: Detractors (unhappy customers) 
• 7–8: Passives (satisfied but not enthusiastic) 
• 9–10: Promoters (loyal enthusiasts) 

To calculate your NPS, subtract the percentage of detractors from the percentage of promoters. A high NPS suggests customers love your brand and are willing to advocate for it. 

2. Kepuasan Pelanggan (CSAT) 

CSAT is another widely used metric gathered through simple, one-question surveys such as: 
“How satisfied were you with your experience?” 

Responses typically offer options like "Satisfied" or "Dissatisfied," often with an optional comment box. 

Businesses can send CSAT surveys after support interactions, or at different customer touchpoints like after product delivery or online purchase. Tracking CSAT across various stages helps you pinpoint exactly where improvements are needed. 

3. Skor Usaha Pelanggan (CES) 

Customer Effort Score measures how easy it is for a customer to complete an action, such as solving an issue or making a return. 

Customers are asked: 
“How easy was it to get your issue resolved today?” 

Responses typically range from “Very easy” to “Very difficult.” CES helps businesses uncover friction points in processes like checkout, support, or product usage — revealing opportunities for streamlining and improvement. 

4. First Response Time (FRT) 

First Response Time tracks the average time it takes for a customer to receive an initial reply from a human agent (not an automated confirmation). 

Fast response times significantly boost customer satisfaction. Whether it's through email, chat, or messaging apps, customers expect timely replies. Reducing FRT can lead to happier, more loyal customers. 

Keep in mind that expectations vary by channel: live chat users expect near-instant responses, while email users may tolerate a slightly longer wait. 

5. Average Resolution Time (ART) 

Average Resolution Time measures how long it takes to completely resolve a customer's issue from the moment they first reach out. 

If a group of tickets has a consistently high ART, it’s a sign that workflows may need optimization. Solutions might include using templates, improving agent training, or introducing better self-help resources to speed up resolutions. 

Customers care most about quick, complete solutions—not just quick replies. 

6. First contact resolution (FCR) 

First Contact Resolution measures the percentage of support tickets resolved during the first interaction, without any follow-ups needed. 

To calculate it, divide the number of tickets resolved on first contact by the total number of tickets received. 

High FCR rates show that your team is efficient and that your processes are set up to solve customer problems effectively. A high FCR also reduces operational costs by lowering the volume of repeat interactions. 

How rewarding and gifting can elevate customer experience 

Integrating rewarding and gifting into your customer experience strategy helps you move beyond transactional relationships and build emotional resonance with your audience. It transforms everyday interactions into personalized, value-driven moments that leave lasting impressions. Here's how: 

• Creates emotional impact 
  Thoughtful rewards generate positive emotions like joy, surprise, and appreciation. These moments build a strong emotional connection with your brand, making customers more likely to return and recommend your products or services. 
• Reinforces brand loyalty 
  When customers are appreciated with timely rewards—be it on birthdays, anniversaries, or after a milestone—they feel valued. This recognition fosters brand loyalty and encourages repeat purchases. 
• Drives customer engagement 
  Incorporating gamified rewards like badges, tiered benefits, or surprise gifts boosts engagement across channels. Customers are more likely to interact with your brand when they know there’s a meaningful benefit tied to it. 
• Differentiates your brand 
  A reward-rich experience sets your brand apart in a competitive market. It signals that your business cares not just about the sale, but about the customer's overall journey and satisfaction. 
• Encourages word-of-mouth and advocacy 
  Delighted customers share their positive experiences. Strategic gifting can convert satisfied customers into vocal brand advocates, amplifying your reach and credibility. 
• Personalizes the experience 
  Offering rewards that are relevant to customer behavior or preferences (e.g., gift cards, experiential gifting, or donations in their name) shows a deep understanding of individual needs—making your brand feel more human and relatable. 

Pemikiran akhir 

Customer experience is no longer just a support function—it’s a key business differentiator. From mapping journeys and enabling omnichannel touchpoints to integrating self-service and AI, every improvement contributes to a more satisfying, consistent, and loyalty-driving experience. 

To elevate this experience even further, integrate meaningful rewards and gifting into your strategy. With a powerful digital rewards platform like Xoxoday Plum, you can create personalized, scalable moments of appreciation that drive retention, satisfaction, and emotional loyalty. 

Want to turn everyday interactions into unforgettable brand experiences? Book a free demo with Xoxoday Plum and transform your customer experience today.