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Create an Unforgettable Customer Experience

A brand that provides a stellar Customer Experience (CX) has higher customer satisfaction rates and higher sales.


You need to create a strategy for this.


Think of a good customer experience like a dining experience. Would you eat again at a restaurant whose service you hated?


1. Segment your customers:

If you've got a wide-ish customer base, segment them into categories and personalize each.


2. Create an emotional connection:


Companies that leverage emotions grow 85% faster than those who don't. 44% of emotionally-attached customers repurchase from the brand.


3. Get real-time feedback and work on it.


Get feedback through phone/email/in-person meets and implement required changes immediately.


4. Give a consistent service experience:


No matter what the channel or touch-point is the buyer journey, make sure they are receiving a consistently good experience.


5. Don't use technology just because:


Use technology to enhance human experience, not replace it.


6. Don't make it hard for the customer:


Don't make the customer jump through hoops to contact you (eg. Call 5 other departments first). Let them be heard!


7. Be committed to customer delight:


Make it a long-term goal to serve your customer. Making customers happy should become part of your DNA.


8. Make your brand personal:


Put personality in your content and discover customer preferences to give them content they'll never forget!


9. Improve your training system:


There should be consistent coaching, learning, and group development of your team to provide the best customer service possible.


10. Measure your progress:


Create your own tools or use one such as NPS (New Promoter Score) to collect information with questions such as "Would you recommend this company to a friend or relative?" to see if you're on the right track.


The success of your brand will depend on whether you deliver a good customer experience or not. Make sure you don't ignore it!

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© 2020 by Seema Batavia.