There’s a new trend in marketing. It’s one as old as business itself but is refreshingly modern at the same time. Customer experience based marketing has all the makings of a good promotion plan. There are many reasons to embrace it!
What is Customer Experience?
The main thing to know about customer experience marketing is that it is all about how customers interact with your company. It could be anything from liking a post on Facebook to making a purchase. Any type of interaction a customer has with the business is tracked and analyzed.
It is different from customer service. With customer service, an employee or brand advocate is attempting to make a sale, turning a potential sale into a successful one. Customer experience is simply looking at how the customer interacts with the company and how they view the brand.
The habits of customers change in an instant. Most of the time, a customer will tell a company that they are going to change because of a trend or a negative experience. It is up to the company to listen and adapt. Customer Experience will help with that. Listening to the customer engagement is just half the battle, answering the customer and building the relationship is the rest of it.
Make it Personal
It’s easy to give generalized answers to customers or use form letters thanking them. However, embrace the customer and interact with them in a way that you would a friend or acquaintance.
Today’s consumers want to feel cared about. Even if they are not going to get something for free, make them feel heard and validated. When the customer feels as though you have heard them on a personal level, they will respond in kind.
One Time Story
Nothing frustrates a customer more than having to repeat their story multiple times. If there is a complaint, make sure to listen to it and handle it with one person in particular. This will help ease the tensions of the customer and set them on a positive path.
Make sure if the situation at hand had to be escalated to other people, every agent relays the story, so the customer doesn’t have to. The more a customer has to tell their story, the less confidence they will have in the company. Only telling the story once helps avoid the loss of confidence and eases the tensions with the customer.
Social Media is Your Friend
Facebook, Twitter, Instagram, and all the other social media outlets are your friend. Embrace them. Make sure every comment, question, and other engagement that happens on those platforms are answered. It builds a unique relationship with customers when you do that.
Using the insights given on social media will help craft a better customer experience. Talking with the customer about what they want is imperative to build a better relationship with them.
If there is a complaint on your Facebook page, take it as an opportunity to show off to other customers how you handle issues. Talking through a complaint with a customer and reaching a satisfactory resolution will repair the relationship with the original customer and help ease the mind of others who are following the thread. It also helps to tamper down the thoughts that there are no humans manning the social media profiles of the company.
We want to help you with your customer experience marketing. More importantly, we want you to embrace it. Our team is here to help craft a strategy to help take your business to the next level. Contact us today and let us show you how to use customer experience to your advantage.
