Digitalization completely changed our daily lives. We do most of our shopping online, interact with our favorite brands via social media, and so much more. It has never been easier to stay in the loop and follow the latest releases and launches from businesses of all sizes.
Of course, the marketing world needed to adapt to the shift because customers are aware they have options. And then, the term ‘customer experience’ entered the marketing lingo. It is a great way to make your business stand out and leave your competition behind.
So what can you do right now to build a fantastic customer experience for your business?
What is customer experience?
The customer experience (or CX) is not a new concept. However, the digital age reshaped the way we do business. Now customer experience has several levels, and it follows your customer’s journey, from the moment they stumble upon your brand to the purchase and everything that follows.
It is all about building a healthy and meaningful relationship with your audience. A customer should have an unforgettable experience while interacting with your web page, online shop, or social media profile. And the best way to do that is to create an exceptional customer experience.
Customer experience vs. customer service
You might be wondering by now if customer experience and customer service are the same. They sound pretty similar, right? The answer is no. Customer service is a part of customer experience, but the latter is way more encompassing. However, both share the same objective – making customers satisfied with your products.
We can view customer service as a one-time thing. A customer may interact with customer service online, over the phone, via email, etc. It solves various problems; therefore, customer service is a significant part of the customer experience.
On the other hand, customer experience is multidimensional. From coming up with marketing strategies to taking care of the merchandise, hiring the right team members, and much more, customer service is there every step of the way. It creates the perfect conditions for your brand and its audience.
The benefits of improving customer experience
More and more brands recognize the importance of a great customer experience. Every business willing to improve it will see a difference in customer loyalty, recommendations, sales, and traffic. After all, a recent study by PWC revealed that 73% of customers would more likely purchase an item when the customer experience is above average.
Customers love a personalized experience. That is valuable information for anyone looking to revamp the customer experience. According to one Segment study, 49% of customers purchased a product solely because they had an enjoyable interaction with a brand.
How to create a good customer experience strategy
A successful customer experience strategy could do wonders for your business. But if you are unsure where to start, here are the four key elements:
Excellent communication
Communication could improve customer loyalty. Show the audience that your brand is true to its word. If you experience any issues or problems regarding your business, resolve them immediately. It will set a brand apart from the competition and help you build stronger bonds with your customers.
Listen to the feedback
Feedback, good or bad, can help you out when it comes to building a customer experience strategy. Luckily, the age of social media makes this process easy. Encourage your customers to share their thoughts and reviews of your services. Their experience is valuable and will tell you precisely what you need to improve.
Map the steps
Getting a deeper understanding of your customers’ experience is the key to making a successful strategy. Make sure you view it as a whole, not just certain parts of their relationship with your brand. It is admirable that you want to know every detail, but failing to understand their entire journey could alienate the brand from the customers.
Bring everything together
Finally, all operations should be on the same page. It will create an all-encompassing customer experience with your client’s needs right at the heart of it. For instance, you could have a beautiful and responsive website, but if a customer has issues during check-out, it could ruin the entire thing.
