Customer Experience – A New Marketing Strategy
Customers feel valued when they are treated well and receive more than they expected. Providing an excellent customer experience is key to achieving customer loyalty.
As we know, no business can thrive without happy customers. Therefore, companies are increasingly looking for ways to win new business and perhaps more importantly, retain existing customers.
Your most valuable marketing assets are the customers who promote your business and spread the word about your product or service through word-of-mouth marketing. Also, they are the advocates for your brand and the company who often talk about the experience with your brand.
Delivering exceptional customer experience is the best form of marketing. Let’s discuss how.
Customer Experience:
Customer experience, popularly known as CX, is your customers’ perception of their experience with your products and business.
A customer experience comprises all the stages of the customer journey, from searching for a product on Google to visiting your store to make a purchase. Getting feedback from the customer at every stage is essential as it helps you to enhance their experience at every stage of the customer journey.
Measuring customer experience:
Providing a great customer experience is important, but so is measuring it. There are several metrics you should monitor to measure customer experience.
- Customer Satisfaction Score (CSAT)
- Net Promoter Score (NPS)
- CES (Customer effort score)
- Customer Retention Rate (CRR)
- Customer Churn
Every interaction matters:
It is crucial to make every interaction exceptional for your customer because it will contribute to your overall customer experience journey.
In a nutshell, there are five steps to the customer journey. Here are they,
- Awareness
- Consideration
- Purchase
- Retention
- Advocacy
When you make customer experience better at every stage of the journey, their overall experience improves. Customers who are happy and delighted with your product or services, become a loyal customer and recommend you to others. That’s how they make your brand’s advocates.
QaizenX is the platform which helps you enhance customer experience and enable your business growth exponentially.
