How Can I Work On Customer Experience For Greater Customer Engagement?
When it comes to customer expectations, we see a tremendous change in how technology is fueling seismic changes. Google, being our best friend, talks more about how customer expectations have and are still rising every year, making it like a competition for businesses to continue with their struggle to meet these ever-changing expectations.
Many of them are transforming their ways to understand and value their customer over different channels across the customer life cycle. Researchers by the famous American Express found that approximately 85% of customers are willing to pay more just so that they get a really good experience.
Just for your information, if you’re in a delusion that Customer Experience pays no respect, but just your brand. Well, my friend. Companies that have successfully implemented a great customer experience strategy have had really high customer satisfaction rates, reduced customer churn, and have had really outstanding increased revenues.
That quite explains the phrase “Customer Is The King”. Less than half of all organizations are seen to be investing in the customer experience, are you one of those? Not yet, well then this article is just for you! We’re going to help you change your perceptions, with which you shall for sure receive a great profit too.
First, What Do You Need To Know About Customer Experience?
This helps you in understanding more about how your customers observe their interactions with your company. What are their perceptions? Where does the experience fall? Is it in the positive phase? Is it really useful? Is it enjoyable? This is the first part of what your customer focuses on. The second part of your CX lies more on the exchange phase, the two-way interaction with the brand. Customer Experience is all about your customer’s physical, emotional, psychological, and physical connection with your brand. This means lack of the above four steps will lead you to fail. CX reflects the contest and empirical aspects of the interaction and the customer’s perceptions.
Is Customer Engagement Different Than That Of CX?
Oh yes! Don’t get the two wrong. It isn’t the Potato case here. LOL!
Customer Engagement is simply the constant, value-driven, emotional relationship between your customer and your business. It’s basically the sum of all moments, that talks more about your customer’s complete emotional ride that rises from the complete experience with the company. This includes indirect, direct, online, offline interactions. A few actions taken by your customers are emailing, tweeting, liking, buying, etc.
But, it’s all related to a positive customer experience. Your customer would only engage if they have a positive experience. Highly engaged customers purchase more and are advocates for your brand. If you have a really good experience, you’re surely going to share it with your friends and probably give really good feedback.
This difference between customer experience and customer engagement is really decisive. Where customer engagement goes beyond handing individual experience from every point, their customer experience lies between the emotions of your brand.
Well, to help you have a better understanding of how the use of CX can be of great benefit to your business. Let’s look at a few Digital Marketing Strategies.
An accessible and highly adaptive website plays the right part. As long as this is done, you need to worry about your customer using the desktop or a laptop, or even a smartphone. Remember, your website should be really easy to navigate with really few unnecessary mouse clicks and scrolling. One of the best examples, Amazon.
Try and keep your website’s load time to a few seconds across all the devices. This would help in keeping your customers tuned in and have their attention on you. Even a second more than what it needs to be, and you’ll have them search for another provider. Customers take the phrase “time is money”, a little too seriously.
Encourage your customers to write a few golden words. Did you know? customer reviews are trusted 10 times more than any marketing piece? Having a third person talk about your service, plays the part just right in building trust.
A few engagements are common and don’t really need the extra ability of personalized content. Nevertheless, when personalization is needed, it really matters. If your top visitors have to search deep to find information on your website, you’re automatically creating a lot more effort and driving a huge wedge between you and them. But, at the back of your making, your competitors are working equally hard on your visitors.
The use of such content offers information and solutions that your audience might be a lot more interested in It can help in providing a shaper, pleasing gestures, as to what an eye-catching design would do. Developing a content strategy can help in strategically placing and positioning content on different channels too.
A happy customer will help explain more about a great experience in a much better way. This stage has always been the gold standard for any marketer from any point in history. But, it depends on the trends that every marketer makes use of to achieve success, and be updated. The use of Digital Marketing services plays just the right part for any business, just in case you wish to know more about it, read The-Ultimate-Digital-Marketing-Guide-For-B2B
