Creating Customer Experience: A New Wave of Change

Do you want to grow your Business? Of course, you do.

The actual question that keeps going in your mind back and forth like a pendulum is how you do that? While there is a plethora of tactics, ideas, strategies in your head, sometimes it becomes hard to decide the starting point? What do you focus on?

Especially in the ever-growing IT industry where new businesses and entrepreneurs are booming every day, your business should leave a powerful impact on customers to become successful.

When you own a business you might be working with multiple companies that handle your business operations from development to marketing. As they have their own specialties. But there will be instances where your web partners will have to collaborate on multiple projects and keeping them aligned can be a bit trickier for you. Sometimes their methodologies might not match with each other creating conflict which can delay your projects.

Your development team might not agree with the suggestions that your marketing company feels are best suitable. So, what you can do?

The best solution to avoid such cringe-worthy and unproductive situations are to find a solid web partner who works on all the aspects simultaneously. The industry experts call this methodology “CX”. A firm that will that does it all! Might seem like an unrealistic suggestion but we know what we are talking about.

Read ahead and by the end of this blog, you will be agreeing with us on all fronts.

What is CX?

CX aka Customer Experience is how a customer interacts with the company throughout the customer lifecycle. Customer experience focuses on how a particular customer feels during the interaction with the brand. And don’t confuse customer experience with the interaction customers have with the customer service team.

Customer service is definitely an integral part of customer experience but that’s not the only thing. When we say customer’s interaction with the brand that means we are talking about all the touch points. How your customer navigates on your website, how he makes a purchase, how your product team onboard them, how you educate them throughout the sales lifecycle, and lastly if anything goes wrong, how your customer service team interacts with them.

All these interactions put together makes up for the customer experience.

To create a proper customer experience for your customers, you will have to think a step ahead.

As rightfully said by Steve Jobs: You can't just ask customers what they want and then try to give that to them. By the time you get it built, they'll want something new.

You have to get in the brains of your customers and figure out what it is they need or what they are doing which can be done in a more efficient way. And that’s how you create a delightful customer experience.

Customers have a fickle nature.

They would easily switch to another brand if they do not feel delighted. It will cost you an arm and a leg and ultimately impacts negatively on your brand.

Therefore, enterprises are considering working with companies who can create a customer experience that will increase the customers brand loyalty resulting in increased sales and brand value.

As per the studies from salesforce, 75% of customers expect a consistent experience whenever they engage with your business. Another study states that, 81% of companies recognize customer experience as a competitive differeantiator.

Basically, what we are saying is that find a company which can develop your website or app in accordance with the expert marketing inputs helping you create an experience.

An experience worth coming back to!

Understanding CX at a deeper level:

When you strive for the success of your services or any product, in particular, all the elements should be in alignment and synchronized. And CX is an umbrella which involves all the essentials mandatory to make any venture a success. Let’s understand how at a deeper level.

CX forms a whole journey of customers and is composed of various touchpoints for the entire process. Starting from the Development, User experience(UX), Branding, Marketing, Project proposals, Invoices, Social Media and so on. Reasonably one can say that it focuses on all the elements for a particular span of time.

According to the data, CX improves profitability. In fact, the revenue of businesses with great CX is 5.1 times more than a normal business. A business with great CX impacts positively on higher retention rate, new customers, cross-sell, upsell, employee acquisition costs etc. Another study state that customers are 4.5 times more inclined to pay premium pricing if their overall experience is excellent.

So, what we are trying to say here is that the more effort you put into your customers, the more they will give back to your brand.

CX: Creating an Impactful Customer Journey

It’s up to you how you want to navigate your customers into your sales funnel. But make sure you form it in a circular loop where your customer is coming back to your brand for a particular product/service. You can decide on an ideal customer journey from the beginning. It would look something like this:

1. Exposure to offerings
2. Click Action
3. Purchase Requirements
4. The Purchase
5. Support
6. Exposure to offerings

Here, the most important last step is depended on the first one. It includes the impression of a brand which creates an image to make them visit your website again. This can be possible only when all the interactions with your brand creates a positive experience for your customers.

How to Get There?

It all starts with a clear vision. Have a clear idea about how you want to elevate your CX to a certain level. Your development firm can help you to assess what your current CX is like and which areas need improvement. Immediately.

One of the major rewards of working with a firm that can create “Customer Experience” is that you can align your marketing and development efforts. Because even if you have a website which provides a complete superior experience, but is falling short from the marketing efforts you won’t be able to identify the root cause and you might experience downfalls in your business. As digital marketing services are a prime part of any successful business, you need to make sure that you present a well-dressed picture of your business on all fronts .i.e website, social media, emails, customer service, etc.

For more information on this topic, you can get in touch with us or simply drop a comment to this post. Let’s create a foundation for your business that allows your customers to experience the spectacular digital experience, which eventually grows your business.