To gain the loyalty of customers today, you first need to develop a strong emotional connection with them. Learn five principles for creating a strong customer experience that sets you apart from the crowd.
Business is changing. It is no longer enough to have a good product with decent services and expect to excel in the market or attract premium customers. Today, customers can choose similar products and services from different suppliers and order simply with a few clicks on their mobile phone. Expectations regarding speed, personalization and service levels are growing as customers compare the experience of doing business with top companies in the industry and expect the same from others.
How can you survive, let alone thrive in this uncertain market?
Most businesses have poured small assets into brand new websites, sales training, PPC, SEO, etc. However, there is one area that demonstrates long-term sustainable growth regardless of the size of your business.
In today's world, people choose to buy from companies because of what it's like to do business with them - they shop by experience. These are emotional connections that they build through their entire brand experience, which affects loyalty. It's not what they do, it's how they feel about you.
The great news for you is that a great customer experience can be achieved in almost any business. All you have to do is see beyond how things are commonly done, and have the determination to be the one who breaks the mold.
Purpose
People need to understand your unique sales value. If your company didn't exist, would it leave a gap, or are you just another brand among others on the market? If you have no advantage over the competition, you will have to compete for price, availability, product specifications and any other factor that affects margins.
Audience
To optimize the success of your relationship, it is essential to know who your most valuable customers are and to truly understand what attracts them. It is strange how many companies are not able to identify their target group.
Access
What methods do you use to reach your audience in order for them to make the right connections? How you approach customers is a key part of how they feel about you. And one more question: Do you leave the way of interacting with the audience to chance, or do you plan it in advance? It sounds simple. But do you have a customer strategy that describes how you plan to interact with your customers across all contact points, in a way that is consistently designed to meet your goals and your brand promise?
Channels
What channels do you use to communicate with customers? The approach will be different for each channel, but you need to make sure that the contact points converge at the end. Are all the channels you use integrated and do they work smoothly?
Offer
What do you provide and is it unique to the rest of the market and sets you apart from the competition? Can someone pick up your product or service and compare it without seeing anything distinctive about it? You need to make sure that your unique sales values are strong enough and visible at all points of sale. Your offer must be carefully designed and planned to offer viewers what they need and where they need it in the simplest way.
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