5 fundamentals to improve your customer experience
Customer Experience is key to exceeding your customers' expectations.
Your opportunities lie in your ability to deliver what you promised and surprise your customer with extra care and support.
The "wow" effect!
*A totally satisfied customer contributes 2.6 times as much revenue as a somewhat satisfied customer, and 14 times as much revenue as a somewhat dissatisfied customer.
*Studies by Bain & Company and Earl Sasser of the Harvard Business School
Summary
What are the moments that matter most to your customer during his journey?
Did you know that acquiring a new customer costs * 7 times more than maintaining an existing one?
Visualize how tomake a difference
Identify pain point in your customer journey and find solutions to turn them into opportunities
Make your guest feel “Special”
Why not building your own customer experience roadmap?
Make it easier for your customer to find you
A strong customer experience produces significant results: more customers, more sales and more loyalty. However, many companies struggle to identify a plan of action to achieve these results.
Build a great digital experience
Use emotion to humanize your brand
Be visible at all times
Be inspirational
Make it personal
Different visuals for different segments and experiences customers crave
Email marketing, customer loyalty programs...
Influencer marketing... Why not?
Make things easy with technology
Deliver a seamless integrated experience and engage with your customers
Push notifications or messages to alert on special events...
Include usergenerated content (UGC)
Engage customer to post their own content Social media gives your company the opportunity to connect
Social media gives your company the opportunity to connect and engage on a personal level with both current and potential customers. This is an important customer experience driver as * 74% of customers rely on social media to guide their purchasing decisions.
Word of mouth has always been an important driver of successful social media marketing. When you enjoy a product or service, you tell others, who in turn, tell others. Consumers trust in an authentic review of a product/service from their peers.*ODM Group study and Hubspot report
