Customer experience is a key business strategy for every brand and boils down to the way you make your customers feel. Customers crave personalized, delightful experiences and it is up to you to deliver an amazing journey each time your customers do business with you. Managing the way customers perceive your business is one of the most important things to monitor. Everything your company does contributes to customer experience – including the messaging you use on social media, friendliness of your staff, quality of products you sell, ease of navigating your website, the sales process in store, etc.
Taking the time to make sure every step of a customer’s journey is pleasurable will lead to repeat customers – and customers who want to tell their friends about your company.
Companies that focus on customer experience receive higher customer satisfaction ratings and increased revenue.
Keynote speaker and author Mark Schaefer explains, “A recent survey of CEOs named customer experience as the top priority for chief marketing officers, and for good reason. It’s a virtuous cycle: Customers fall in love with what you’re doing and stir up buzz about it. The buzz leads to consideration from customers who are increasingly shopping around.”
The more companies shift and change their business model to focus on personally connecting with their customers, the more successful they will be.
Every company provides a customer experience – good, bad, or indifferent. Developing a great customer experience, however, requires significant amounts of effort, collaboration, and the ability to be unique. Keynote speaker Scott Shellstrom motivates teams to spark innovative dialogue, break down barriers, and ignite creative solutions to everyday challenges. Maximize the mindset of your team by encouraging them to find creative solutions to improve customer experience. Creative, unique gestures to increase your customers experience are what set you apart from competitors.
Positive customer experiences result in repeat, loyal customers.
Customer experience starts with your culture. You can’t ask your employees to deliver a remarkable experience for customers if they don’t know what a remarkable experience is. In her recent podcast interview with Joey Coleman, keynote speaker and author, Melissa Agnes weighs in on customer experience as it relates to crisis management. She explains that organizations must implement a culture that puts people above the bottom line. Part of what companies do for their customers, and the experience they deliver, leads to brand invincibility. Customer experience (and keeping and retaining customers that are emotionally tied to your brand) is important when an issue goes viral or a crisis arises. Customers with a positive experience will give you the benefit of the doubt and are an advocacy behind your brand. You must first train and empower the mindset of your employees to see opportunity no matter what the situation is at hand.
The customer’s experience with your company or brand begins the moment someone discovers your business. It is essential to take every measure possible to ensure your customers have a great experience every time they do business with you. Consumers have the power and want great customer experiences from brands they can trust.
Are you considering making customer experience the topic of your next meeting or event? We have a roster full of amazing speakers waiting to work with you. Learn more here!