Customer experience encompasses every aspect of a company's offering – advertising, packaging, product and service features, ease of use, reliability and, of course, quality of customer care. One of the many marketing buzz words. Why? Finally after many years of offering excessive product features, price wars, paucity of human contact and slashing staffing costs, companies try to move indifferent customers back into the center of attention. Here is a simple guide to make customers fall in love with your brand: 1. Fix up - look sharp:
Brands are living business assets and a strong corporate brand image boosts your stock price. Always look your best! 2. Stir up emotions More than 90% of purchase decisions are made subconsciously, based on emotion (Martin Lindstrom, 2014). Is your brand already on 'Autopilot'? 3. Create brilliant content 70% of customers prefer getting to know a company via articles rather than ads. 4. Under promise & over deliver 75% of customers say they have spent more with a company because of positive product experiences. Sweep your customers off their feet with a surprise! 5. Awesome customer service 73% of customers love a brand because of friendly customer service. Carmen Beissner always says 'In customer care we don't close cases. We open relationships.' - one of my favorite quotes :-)) 6. Encourage feedback & listen For every 1 complaint there are 26 other unhappy customers who have remained silent. 'Your most unhappy customers are your greatest source of learning' (Bill Gates). Inspired by Harvard Business Review.
0 Comments
Leave a Reply. |