Create, Implement and Test a Customer Experience Strategy
A customer experience strategy is crucial
Brands can come up with the best marketing campaigns on the planet and still fail to prosper. All the bells and whistles and flashy advertisements promising free and discounted products only get companies so far without implementing a solid customer experience strategy.
Delivering a great customer experience is crucial as customers can make or break a business. When they receive courteous and consistent treatment, they turn into walking brand advertisements. They will share their experiences with your brand on social media and can influence their friends or family members to give it a go or a pass.
Not to worry, it’s never too late to start prioritising your customer’s experience with your brand. Below we’ve outlined everything you need to know about about customer experience (CX), why it’s important for your business, and how EonX’s suite of value added services can help you create the perfect customer experience strategy.
What is CX?
There are many different definitions for CX (customer experience), but at its core, it all comes down to how a person feels about the experience of interacting with your brand. The fundamental principle of CX involves analysing the customer journey and coming up with recommendations for improving it. Great CX is about providing a valuable, easy-to-use, and enjoyable experience to every customer, on every device, across every touchpoint—in a way that best meets the needs and desires of your target audience.
Aren’t CX and customer service the same thing?
It is important to understand that customer experience is not the same as customer service. Customer service is one small component of the overall customer experience with your brand. An example of great customer service would be a consumer calling your business to schedule an appointment, being greeted by a friendly and helpful employee, and having their concern resolved.
Giving your customer a free upgrade and engaging with them are perfect ways to go the extra mile and impact customer experience. That consumer is certain to rave about their interactions with your brand.
Why is CX important for your business?
Embracing CX allows businesses to take customer-centric approach, which is proven to empower businesses to thrive and prosper.
Customer centricity is at the cornerstone of CX, making it essential for businesses. Below we’ve outlined some of the key advantages that are important to understand if you are considering taking the next steps in becoming a customer-centric business through CX.
CX turns new shoppers into returning brand loyalists
Companies that understand and value their customers know that every new shopper has the potential to become a brand enthusiast. When consumers are excited about a product or service, they are more likely to recommend it to others. Word of mouth is the best way to attract new business, with 84 per cent of younger consumers viewing traditional adverts as untrustworthy.
CX gains competitive advantage
The marketing sector is a crowded field, especially when it comes to online advertisements and other promotional content. Brands are beginning to acknowledge the best way to stand out in the crowd is to offer an amazing customer experience. Products, services, and prices are only a part of the overall strategy of building brand loyalty. Embracing a customer-centric philosophy is the missing ingredient in the recipe for success. Most consumers are willing to buy again when they know they will receive great customer experience.
CX builds better relationships
The adage of the customer always being right is a bit on the nose, but there is some truth to it. Even if a customer is being unreasonable, they can leave the experience feeling like their concerns were taken seriously.
When they believe they are valued, they are more likely to give your brand another go whilst also recommending it to others. Companies that go the extra mile to please dissatisfied customers help build trust, which can forge a long-lasting relationship with your brand.
Customer engaging with a loyalty program on his smart phone thanks to being incentivised by a successful customer experience strategy
How to create a customer experience strategy
Every interaction a customer has with your brand combines to create the sum of their customer experience. The right strategy can leave a lasting impression on them, which can determine whether they are ‘one and done’ or brand loyalists.
Brands that prioritise and efficiently manage customer experience are more than three times as likely as their competitors to exceed their business goals. Creating, implementing, and testing a customer experience strategy is not difficult when using the right tools for the job. EonX’s Loyalty Platforms are the perfect vessel for facilitating the process.
Stage 1: Create a customer experience strategy
EonX is a full-service strategic agency with extensive experience in loyalty. Our team works with clients to devise the perfect strategy for their brand. The first step involves defining a customer-focused vision for your brand.
To help define your brand’s vision:
- Create guiding principles that invoke the company’s values and culture- Identify and meet your customers’ needs and wants
- Form an emotional connection with customers
Consumer response to a brand is based on emotional attachment to a product or service. Companies that understand and effectively utilise this knowledge can outpace the competition by as much as 85 per cent.
Stage 2: Implement the customer experience strategy
Once your company has established its customer-centric vision, the next step is to breathe life into it. EonX’s full suite of value-added services on the Rewards Marketplace and Engagement & Gamification platform create an end-to-end solution that facilitates an outstanding and rewarding customer experience.
The Rewards Marketplace is versatile. It allows companies to create a branded Rewards experience that adds value to a customer-centric vision. Customers are granted access to instant benefits and savings for your brand and personalised Rewards and incentives to keep them satisfied so they will return again and again.
Our Engagement & Gamification feature is easily customised to encourage engagement. Gamification uses the best elements of game playing and incorporates them into the overall customer experience with your brand. Brands wishing to take full advantage of gamifying their customer experience strategy should combine the thrill of competing with the Rewards associated with winning.
For example, challenging customers to name your next product line and rewarding the winner with a free year’s supply of a product is an excellent example of implementing a customer-focused strategy.
Stage 3: Test the customer experience strategy
Businesses need evidence their strategies are working if they are to keep investing money into the endeavour. When companies make EonX’s services a part of their strategies, they gain instant access to real-time data reporting. This suite of data and analytics helps businesses to understand their customers’ preferences, ensuring their current methodology is meeting expectations whilst generating a great return on the investment.
Tune-up customer centricity with EonX
Companies have the power to influence the customer’s journey, turning casual visitors to their websites into lifelong brand enthusiasts.
EonX’s specialists help brands create personalised digital customer experiences that are customisable to represent your company’s mission. We ensure our clients can deliver outstanding customer experiences through our suite of value adding services, in order to become truly customer-centric.
