3 Easy Ways To Unlock Customer Experiences Brands Will Envy

The customer may not always be right, but the customer is certainly at the center of a brand that is top of mind. And the way these brands pull that off is by delivering exceptional customer experiences that go beyond the 800 number and help enrich the lives of their customers.

Sounds like a tall order doesn’t it?

It is. Consumers have so many choices that they don’t have to settle for mediocre encounters and brand drive-bys. The balance of power has shifted in favor of a consumer to business (C2B) environment in which consumers are in control and expect more.

Brands that involve consumers early and often, eventually win customers that are loyal and vocal about their positive customer experiences.

Need a few ideas on how you can create customer experiences competitive brands will envy? Try these on:

Get everyone onboard.

From the boardroom to the mailroom, a commitment to delivering excellent customer experiences must be a shared vision throughout your organization. Embed it within the core values or your organization and be committed to living it out daily – as you develop solutions for customers and as the brand engages them in the marketplace.

Tie customer experience to key business objectives.

In such a noisy marketplace, competing on products and services alone is becoming increasingly difficult. So it boils down to who’s delivering those memorable experiences that customers can’t wait to talk about.

So take a good look at what objectives you need to accomplish for your business this year – like increasing sales by a certain percentage – and determine what customer experience strategy you need to help you get there.

Get your customers involved.

While it’s tempting to assume that your customers are quietly content, don’t get too comfortable. They could be being courted by your competitor, hence the silence. The next thing you know, you’re getting a cancelation letter or sales take a dip.

Keep your finger on the pulse of your customer base at all times. Welcome them with open arms when they purchase with things like inviting packaging and loyalty programs.

Dazzle them with customer service that is proactive and responsive as they use your products.

And ask for their opinion, early and often. Encourage customers to submit ideas for the next big product or suggest services that would better address their needs. Because when you create a culture in which customer feedback is welcomed and heard, customers feel like they’re part something bigger and are less likely to flee down the road.

Customer Experience sets you apart.     

It’s one of the few remaining competitive advantages you have. And you know what? It’s more than that. It feels good to know that in exchange for taking a chance on your brand, you are helping your customer meet a need that they have in a way that appeals to them.

And that, friend, is a rare find.