Customer Experience 101
Customer experience marketing is a strategy that helps you focus your marketing efforts on how the customer is experiencing your products or services. If a potential customer expresses interest in a product or service, you want to meet their needs every step of the way.
COVID-19 has dramatically changed the marketing world, but one thing remains the same: the customer’s overall experience reflects how you conduct business. If you delight and inspire your customers, they will do the promotional work for you. A satisfied customer is more likely to leave a positive review or testimonial.
If you don’t have a customer experience strategy, we recommend you start one right away.
According to the Temkin Group, companies that earn $1 billion annually can expect to earn, on average, an additional $700 million within 3 years of investing in customer experience.The bottom line is this: your business needs your customers. Their influence is invaluable.
How to Build a Customer Experience Strategy in 2020
Have a Reputation Management Plan
If you want to build a great customer experience strategy, then you’re going to need tools to manage reviews. We recommend you invest in either a pro reputation management software or service. Reputation management services help your business stay on top of positive and negative reviews so your business doesn’t suffer. A reputation management plan will help you cover every aspect of customer reviews, empowering you to use them to your business’s advantage.
Make Changes Based on Reviews
Customers want to see that businesses are transparent and flexible. If you receive several negative reviews about a product or service, then you should probably return to the drawing board and implement a better strategy. It’s good to scan reviews for constructive feedback. Even a positive review can inspire room for improvement. For example, say a customer was satisfied with your website development services but wished they’d had more of a say in the design process. Perhaps you could revise your initial website questionnaire to make the questions more detailed and focused on the customer.
Show off your skills!
One those glowing reviews start coming in, be sure to show them off! You can post positive reviews and/or testimonials on your website. Be sure to promote them through your social media channels as well. Many companies make use of #testimonialtuesdays to spotlight a valued customer. Promotional posts foster community within your existing following and can help welcome new people as well.