Digital Marketing Hack

How to Develop A Great Customer Experience Oriented Strategy 

How To Put Your Customer First – Every Time

Customers have a high impact on your business during every line of your income statement. That’s why we should develop approaches that cater to our customers. We need to know who they are, what they like, what content they want, what problems they are having, etc… Think of your business as a constant dating couple. Your marketing strategy needs to copy this ideology. 

Check out 7 tips below on creating, developing, and maintaining a customer experience-oriented strategy. 

• Dedicate a real person to communicate with problems, questions, and concerns over social media, rather than have it script out. Every problem is unique, and every customer is unique. This is where humanization of social media is highly important. An individual wants to communicate with another individual to solve their problem. 
• Negative reviews & experiences are a great source to launch PR tactics and show other customers that you care about each customer. The disregarding of negative comments shows you are not willing to face the problem, and make a resolution. When other users see you problem solving, they are more willing to trust your brand. 
• Listen & Communicate back. Facebook shows how long you typically take to respond to a message. Responding to messages can be tedious, but overall helps improve your brand’s image. This allows for them to reach the business at a personal level. 
•  Social monitoring and listening is also important. I will cover that topic in the future. See what’s being said & happening with your brand across all social media platforms. This allows for you to actively seek out new problems, potential revenue, and new ideas. Cultivate your learnings from this, and use it to your advantage. 
• Speed. How quick you can communicate back with a customer is highly important. Speed kills, and the game of social media where individuals are more than likely to have their phones on them then you need to respond at extreme pace. 
• Tone, voice, and speech is highly important to your public relations, and as a brand image. How do you respond? Do you respond as a caring individual or do you flex your powers as a big brand. Learn to communicate at an individual level. 
• Problems that can not be solved online should be resolved offline. This allows for your customers to get the most adequate care afforded to them. Customer retention is important. 

Customer Service Statistics 

Know the facts, the stats, and how they can relate to your business. 

“The secret to success is to treat all customers as if your world revolves around them” – Author Unknown

Review the customer service statistics below as reported by Cp2experience. https://www.cp2experience.com/customer-experience-stats-2018/5053/

	Customer Engagement	Statistics
Improving Customer Service B2C	Thoughts based on CMO’s	32% want to improve
Improving Customer Service B2B	Thoughts based on CMO’s	23% want to improve
The Bottom Line	Customers willing to pay more for a guaranteed experience	55% of customers
The Bottom Line	Consumers want brands to demonstrate they care before considering a purchase	79% of customers
Cost Of New Customer Acquiring	How much does it cost?	6x of acquiring a new customer than keeping an existing
Consistent Experience	What do customers want?	75%  of consumers expect a consistent experience when they engage with your business
Brand Loyalty	How do customers feel?	54% feel more loyal to brands to demonstrate care before considering a purchase
Customer Feedback	Do you utilize it?	70% of companies that deliver exceptional customer experience use customer feedback
Global Customer Experience	How do you differentiate?	71% of organizations say customer experience is a competitive differentiator.

My Thoughts On Customer Service 

The value of a customer should be highly important, and be at the forefront of your business strategy, and social media strategy. A customer is what allows your business to flourish, and is the CEO of your branding. You can spending time and money improving brand relations, or you can spend time making each customer an advocate of your business. 

Customers trust what others have said about your business. With online reviews becoming a popular trend, and the easy accessibility to them your business can either acquire a new customer, lose a new customer, lose an existing customer, or lose a potential customer. Your competitors are probably monitoring your troubles, and figuring out a way to gain market share through your mishaps. 

As an advertising consultant for a newspaper company, I had to put customer service as a fore front of my sales process, and throughout. My customers saw the newspaper as a dying advertising channel, but they still bought from me. Why? I put time into each advertisement that went out, and was distribute. We made sure our advertising checklist was complete, and that we were set to go. 

If a customer wanted to spend $1000 I would not just get them biggest ad, but figure out how to make a long lasting campaign that would suffice over time. One day exposure or a month exposure? Newspaper consultants have lost the ideology of putting customers first, and going for getting the most out of a businesses budget.

Why did this fail? This failed because customers share negative experiences with other businesses, and it is hard to retain current business with negativity. The negativity outweigh the positive, and made the job for the consultant harder. This made our new product launches suffer due to lack of trust of the business, and results. 

The key takeaway is that every customer is important. Investing in customer service throughout your sales process demonstrates your steady commitment to caring.