6 Features of a Great Customer Experience Strategy

customer experience strategy

Get started when you’re thinking about developing a better customer experience strategy like giving gift cards for your small business! After all, if you engage with your customers and respond to their feedback, you’ll create a stronger experience. And this will get customers coming back to your business.

Curious to learn more? Read on to learn 6 ways you can create a memorable experience for your customers!

1. Create a Customer Journey Map

Start the path to customer experience management by creating a customer journey map. To do this, you need to put yourself in the place of your customers. You’ll want to track every potential point of their interaction with your brand.

Understand how a customer might encounter your store or website for the first time. Consider how they might post an image of your merchandise on social media. And consider how you can capitalize on this by encouraging hashtags or engaging with their posts.

Establish principles that will guide the way you treat your customers. If being attentive and family-oriented are crucial parts of your vision, emphasize them in a mission statement. Train everyone from the head of the company to the cashiers to understand this vision.

2. Identify Customer Profiles

You’ll craft a better customer experience strategy if you know who your customers are. Not all customers are the same, of course, so you’ll need to create a few prototypes. When you can describe a handful of typical customer types, you’ll be able to target your efforts to each persona.

Give names and attributes to these personas, too. That will help you envision serving them. For instance, you might appeal to women over 50 who need to see images or tutorials to understand your product.

On the other hand, male customers in their 30s might also like your product. They could be more likely to stumble across it on social media. And they might prefer a more succinct description of what it does.

You can tailor your digital customer experience to each one of these personas. For instance, you’ll need to have online demonstration videos linked through blogposts for one persona. But you’ll also need a Twitter account with clear descriptions to attract the other customer.

3. Make Engagement Part of Your Customer Experience Strategy

When it comes to constructing a positive digital customer experience, engagement is key. This translates to the frequency and quality of your interaction with customers on social media and blogs. You’ll need to respond to questions quickly and be intentional about linking to your website.

Post questions on your social media page and let customers chime in. Create captioning contests and offer rewards. To show camaraderie, link to other businesses in your community whose mission or products you support.

When you’re meeting clients in person, be warm and genuine in your interactions. Greet people by name and thank customers for their business. These small gestures can go a long way toward generating repeat visits.

4. Provide an Active Online Customer Experience

When you can facilitate conversation online, you help cultivate relationships. And this helps build loyalty to your brand. You want other potential customers to learn about you through positive word-of-mouth communication.

Use chatbots to offer 24/7 availability to customers. They can handle basic questions and save your staff some time. With the right messaging and a friendly photo, chatbots can be surprisingly personable.

Or have a phone line that’s staffed during regular business hours. Availability matters to customers — and it should be central to your customer experience strategy.

Make sure that your customer experience strategy is mobile-friendly. Not everyone will make time to sit down with a laptop. Feedback forms, ordering pages, and product imagery should fit nicely on your customers’ phones.

5. Learn How to Measure Customer Experience

Use metrics to track your customers’ experiences. This can involve analyzing a customer’s experience with phone calls or emails. By assessing how customers perceive your brand, you can appeal to them.

If you’re curious whether an email blast is working, check to see how many people click the link to access your website. If you want to attract more suburban women to your brand, see what percentage of your total demographic they occupy. Then track those numbers every quarter.

You can assess specific segments of your customers to determine where to target your marketing efforts. Turn to the leading company for the best tools to help you measure customer experience.

6. Respond to Feedback

A timely and courteous response to feedback can elevate your customer experience strategy. Provide several channels for clients to offer their impressions of your product or service. Email them surveys or allow comments on social media platforms.

While it might seem risky to allow for feedback in a public forum like Facebook, you can make the most of it. You’ll be able to demonstrate to other readers that you value feedback by responding. Assign a social media manager to this role.

Ask them to respond with a warm and apologetic tone — and pivot toward a solution. Tell them to offer a company email address, too, where customers can talk to a representative. At that point, offer a coupon or discount to encourage them to give your business another try.

And if someone suggests that your website experience is confusing, take action immediately. A website that’s tricky to navigate is a huge deterrent. The same is true for a website that loads slowly.

Build the Best Customer Experience

With an organized customer experience strategy, you can expand your reach — and build revenue. Make strong customer service your focal point both in-person and online. And collect and assess data to make adjustments as you go.

For more tips to get your business running in high gear, check back for new articles.

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