- September 6, 2020
- Posted by: Adela Smadea
- Category: Marketing
Do you want to know what customer experience is?
It is everything.
Customer experience is the reputation you create with your customers. Great customer experience can skyrocket your business growth. Okay customer experience may just help you keep your business stay alive. Bad customer experience, however, can bury your company in no time.
Just like any other important things in life, though, providing great customer experience requires plenty of dedication, strategy, marketing and imagination. It means seeing and offering your clients more than just a product.
How great customer experience looks
A brand that stands the test of time is one which offers great, unforgettable customer experience. No matter how good your product or service is, customer experience is the final touch that makes people remember you and come back. It can mean:
- Including an extra gift/offer to your products
- Unique packaging
- Telling a story through the unboxing process
- Including a funny/emotional message along with the product
The list can go on with many other ideas that make your brand stand out. The most powerful marketing tool is word of mouth (aka making customers recommend your brand to others). Small gestures such as those mentioned above can impress your clients and get them talking about your services and products. But there are other benefits too…
Customer experience and CLV
Do you want to build a long-term relationship with your clients or just have them buy once and leave? Again, customer experience can make the difference.
If a new customer bought your product, that’s amazing! However, what you really want is to increase your Customer Lifetime Value (CLV).
CLV = How much an average customer is spending on your services/products
Why should you focus on CLV? Because it’s considerably easier to increase how much a person is spending in a single purchase from your brand than increasing conversion rates.
All it takes to double your CLV (aka your income) is to create an amazing customer experience. Just think about what you love about your favorite companies: attention to detail, empathy, special offers, fidelity programs, educational content. Brands aren’t forced to provide you with any of that, but they still do it, thus proving how much they value how much they value you – the almighty customer.
And when customers feel valued, they’re ready to take money out of their pocket to support a business they trust.
Dedication is key
If you want your customers to fall in love with your brand, you have to do it first. Here are some quick tips that may help you get started:
- Make a list of things you love about other brands
- Offer free informational content (short eBooks, cheat sheets etc.)
- Be honest about your business journey (both good and bad times)
- Interacting with clients via social media
It may be time-consuming, especially if you haven’t done it yet. However, building great customer experience requires little to no financial investment at all and it is so worth it, especially in the long run. What are you doing to make your clients happy?