4.3 Customer care Customer experience What is customer experience? Customer experience is all the physical, emotional, and psychological connections of customers with a brand. It starts from the moment they first hear about it, and continues through the purchase, use, and follow-up processes, over the entire lifecycle of their relationship. It includes both customer service and customer care. is the advice, assistance, and support that a brand provides to its customers throughout the whole interaction. goes even further and refers to how well customers are treated, from being listened to, to having their pain points solved; it involves establishing an emotional relationship to fully understand and fulfil their requirements. Customer service Customer care Being able to provide satisfactory customer experiences will: further business retention since satisfied customers are likely to return; help to grow the business since good feedback from customers can attract new ones. How to provide good customer experience Create a welcoming and relaxing physical and virtual environment: it will contribute to achieve the best interaction. Train staff well and treat them well: knowledgeable - both in the technical and emotional field - and engaged staff are going to be willing to help and care for clients. Make sure staff or responses are available: long waits, delays in receiving the information or not enough time spent with customers can affect the overall experience, even when the product is excellent. Create trust: take the time to develop a relationship with the customer by answering questions, giving information, etc. Manage your promises and customers' expectations: make them aware of the reasonable time required to provide a service, for example, and stick to it. Use technology to support your staff and your offer: use the most updated systems to work and be professional. Provide a customised service: propose a product as the unique experience that it should be for every traveller. Create the opportunity to provide after-sale care: reach out after the product has been used listening to feedback, showing that you care, in order to improve your service and offer, but also to strengthen the relationship with the customer. GLOSSARY : : : : to fulfil soddisfare knowledgeable esperto retention conservazione, mantenimento to stick rispettare