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Get an overview or deep dive into sub-topics that affect your customer experience.
Consider these two important and eye-opening points about the customer experience:
Now, the importance of providing a good customer experience becomes clearer. And as business owner or manager, or the marketer responsible for the success of a brand, it is up to you to ensure that a customer or client has a good customer experience from the very first point of the customer journey to the very last, or you risk losing their business forever.
But maintaining your customer base isn’t the only positive that comes from providing good CX. Consider these additional benefits garnered by a brand that focuses on a CX-driven marketing strategy.
An omnichannel customer experience supports interaction with a brand via multiple channels at the same time, such as text, email, social media platforms, messaging, and others. This enables a consumer to choose the channel of their choosing, at any point along the customer journey, to communicate with a brand without a break or loss of quality of service.
Chatbots in 2020 have grown more sophisticated and are capable of delivering excellent customer support and guidance. Along with chatbots, virtual assistants also serve to provide an interactive voice with customers seeking help. Adding a chatbot or virtual assistant support to your website enables you to provide improved customer service in real-time.
Since many parts of the customer’s journey are actually completed on mobile devices, many marketers have adopted a mobile-first approach, placing their focus on aligning your website, customer support platform, product videos, and other parts of your marketing mix to offer a seamless delivery on mobile devices.
Using VR and AR, marketers can create an immersive experience that allows consumers to better visualize how products will look, allowing for both a more exciting and influential part of the buyer journey.
Interactive sales tools serve to better convert potential customers into loyal customers and are particularly effective near the end of the sales funnel
Additional important and growing trends you should be aware of include:
When applying any of these CX strategies, consider some of the following statistics to aid you in developing your marketing strategy:
The following customer experience examples will give you a better idea of how the customer journey has changed over the years and how increased use of mobile and digital devices has played a large role in shaping trending CX strategies. Use the examples as a guideline for creating your own CX strategies or take a deep dive into our article: "3 customer experience examples that improve product interaction".
If your company sells outdoor furniture, your best course of action would be to focus on the experiences surrounding the furniture. Rather than putting all your marketing efforts into pricing, features and benefits, you can use 3D visualization to provide customers with a more immersive experience that enables customers to visualize the furniture in completely different surroundings and locations. This is the best way to provide your customers with an idea of what life with your furniture will be like.
Here are a few examples of how BoConcept is placing their exclusive furniture in an exclusive environment that might not be available to them were it not for 3D visualization solutions.
In order to deliver memorable and positive CX, it is important to remember that every step of the customer journey is a point that your brand can and will be judged on the experience provided. So the customer journey must be specially tailored to your audience. Follow these tips and tactics and you’ll be in a much stronger competitive position to successfully grow your share of the target market.
Collecting data on your customers and subsequently analyzing that data to determine their needs and wants is an important step to better knowing how to market to your target audience. With enough information, you can develop buyer personas, enabling you to fine-tune your marketing efforts.
The buyer's journey, from start to finish, is your chance to impress the customer, make them aware that they have a need, and showcase how your products or services will fulfill that need. By knowing your audience you can better craft a buyer journey that delivers a more personalized experience, touches on buyer pain points, improves awareness of your brand, and provides valuable information.
This is a process that requires lots of planning and a good amount of content. The more informative, engaging, and interesting your content is, the more you will provide good CX and improve your chances of converting new leads.
Whether you do so online on social media platforms or via sales representatives on the showroom floor, interaction with the consumer is key.
High-quality images, professional video, intuitive sales tools, 3D animations, and even VR and augmented reality experiences can improve brand recognition and differentiate your brand from your competitors.
Just like any marketing strategy, the CX must also be tested, analyzed, and adjusted according to new data and changing consumer behavior. You can gain valuable insight into how well your CX strategy is working by performing a customer experience audit from multiple internal perspectives. A thorough audit is best left performed by experienced professionals who will be able to efficiently measure the value and effect of the customer experience at every point along the buyer journey.
