Customer experience marketing is the process of placing the customer at the center of your company’s marketing strategy and driving the use and adoption of your products and services to meet customer needs.
The idea is quite simple: If people love the experiences with your brand throughout the customer journey, they will become your biggest promoters. Likewise, if you charm your customers, they will recommend you to their friends, family, and co-workers.
It leads to long-term benefits for your company overtime — increased brand loyalty, better customer retention, and increased bottom-line revenue.
- Companies that make $1 billion a year can expect to earn an additional $700 million on average within 3 years of investing in CX.
- Customer-focused companies are 60% more profitable than non-customer-focused companies.
- According to customer reviews research, 46% of consumers’ purchase decisions are still influenced by bad experiences from “two or more years ago.”
In today’s uncertain environment, customer experience and customer service are becoming two hot topics. In addition, as countries begin to shut down, people are forced to stay at home and do all their shopping online with all shops and businesses shut.
As much as customers understand that times of crisis do not mean business as usual, communities that come together and verbally travel much faster are likely to hold consumer expectations high.
In 2020, shoppers were empowered like never before, and now delivering great customer experiences can help businesses drive long-term loyalty and revenue. Underestimating the importance of customer service and the customer experience in difficult times is no longer an option for companies out there, as the voice of the customer is getting louder every day.
What is Customer Experience?
Customer Experience is the experience your customers hold regarding your brand through all aspects of the buyer’s journey.
Is Customer Experience Part of Marketing?
A good customer experience management strategy should aim to put the customer at the fore and center of your entire organization. It also includes marketing. After all, every team or department, from marketing and sales to customer support and product development, plays a part in the customer experience.
The way customers interact and discover brands has evolved. Your marketing strategy should reflect these changes.
For example, today’s consumers searching for more choice, convenience, better interactions, and more brand authenticity represent growing popularity.
- Today more than ever, customers are using online reviews as social proof to validate their buying decisions.
- According to customer review data, over 92% use reviews to inform their buying decisions.
- 62% of people aged 18-34 trust a brand because of its ratings and good reviews.
- These statistics confirm that it is not enough that your product is good or that your prices are more reasonable than the competition. Marketers should rethink traditional products, location, price, and promotion approaches and must focus on putting customer needs at the forefront in building a loyal fan community.
Investing time and effort in customer experience is usually the main focus of 68% of marketers. Here is the importance of customer experience in 2021.
Importance of Customer Experience
A remarkable customer experience is essential to the continued growth of any business. A positive customer experience fosters loyalty, helps you retain customers, and encourages brand advocacy.
Today, the power is in the hands of the customers than the seller.
They have this power with the help of the World Wide Web.
Customers have a plethora of resources to choose from at their fingertips and the resources needed to educate themselves and buy on their own.
That’s why it’s so important to provide a fantastic experience and keep them stick to you. Customers are your best resource for increasing your brand awareness.
So, how can you measure your customer experience to determine what you do well and where there is room for improvement?
How to Improve Customer Experience
1. Mobile Support
Consumers use mobile devices to search online for customer and product support. Hence the website needs to be mobile responsive and provide a good customer experience.
2. Live Chat
Live chat is another tool that can be effective in improving the customer experience. Most of the customers prefer live chat, which allows them to get in touch with the company and get instant reply.
3. Self Help Resources
Most people prefer to collect information from self-service resources. Self-service resources are posted online to provide customers with helpful information that they can find and use. These resources include the knowledge base and FAQ of customers.
4. Social Support
The CX can also be improved by providing omnichannel support. A support forum that allows the customer to connect through various channels, whether by phone, social media, email, or live chat. It also allows them to choose the conversation from where they left off.
5. Omni-Channel Support
Customer experience is often shared on social media in the form of likes, comments, or shares. A social support application helps marketing and customer service departments monitor ongoing interactions on social media. Social support application monitors all comments, complaints, etc. Text complaints are converted into direct tickets that are forwarded to agents resolving customer issues.
In a nutshell, loyal customers are the key to a company’s longevity. If you want to increase sales and improve your brand image, now is the time to implement some of the tips we covered above. Do you want to learn another way to do this? You can contact us; our CX experts are here to help you. Call now!