The actual question that keeps going in your mind back and forth like a pendulum is how you do that? While there is a plethora of tactics, ideas, strategies in your head, sometimes it becomes hard to decide the starting point? What do you focus on?

1. Creating Customer Experience: A
New Wave of Change
Do you want to grow your Business? Of course, you do.
The actual question that keeps going in your mind back and
forth like a pendulum is how you do that? While there is a
plethora of tactics, ideas, strategies in your head, sometimes it
becomes hard to decide the starting point? What do you focus
on?
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2. Especially in the ever-growing IT industry where new
businesses and entrepreneurs are booming every day, your
business should leave a powerful impact on customers to
become successful.
When you own a business you might be working with multiple
companies that handle your business operations from
development to marketing. As they have their own specialties.
But there will be instances where your web partners will have
to collaborate on multiple projects and keeping them aligned
can be a bit trickier for you. Sometimes their methodologies
might not match with each other creating conflict which can
delay your projects.
Your development team might not agree with the suggestions
that your marketing company feels are best suitable. So, what
you can do?
The best solution to avoid such cringe-worthy and
unproductive situations are to find a solid web partner who
works on all the aspects simultaneously. The industry experts
call this methodology “CX”. A firm that will that does it all!
Might seem like an unrealistic suggestion but we know what
we are talking about.
Read ahead and by the end of this blog, you will be agreeing
with us on all fronts.
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3. What is CX?
CX aka Customer Experience is how a customer interacts with
the company throughout the customer lifecycle. Customer
experience focuses on how a particular customer feels during
the interaction with the brand. And don’t confuse customer
experience with the interaction customers have with the
customer service team.
Customer service is definitely an integral part of customer
experience but that’s not the only thing. When we say
customer’s interaction with the brand that means we are
talking about all the touch points. How your customer
navigates on your website, how he makes a purchase, how
your product team onboard them, how you educate them
throughout the sales lifecycle, and lastly if anything goes
wrong, how your customer service team interacts with them.
All these interactions put together makes up for the customer
experience.
To create a proper customer experience for your customers,
you will have to think a step ahead.
As rightfully said by Steve Jobs: You can't just ask customers
what they want and then try to give that to them. By the time
you get it built, they'll want something new.
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4. You have to get in the brains of your customers and figure out
what it is they need or what they are doing which can be done
in a more efficient way. And that’s how you create a delightful
customer experience.
Customers have a fickle nature.
They would easily switch to another brand if they do not feel
delighted. It will cost you an arm and a leg and ultimately
impacts negatively on your brand.
Therefore, enterprises are considering working with
companies who can create a customer experience that will
increase the customers brand loyalty resulting in increased
sales and brand value.
As per the studies from salesforce, 75% of customers expect a
consistent experience whenever they engage with your
business. Another study states that, 81% of companies
recognize customer experience as a competitive
differeantiator.
Basically, what we are saying is that find a company which can
develop your website or app in accordance with the expert
marketing inputs helping you create an experience.
An experience worth coming back to!
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5. Understanding CX at a deeper level:
When you strive for the success of your services or any
product, in particular, all the elements should be in alignment
and synchronized. And CX is an umbrella which involves all the
essentials mandatory to make any venture a success. Let’s
understand how at a deeper level.
CX forms a whole journey of customers and is composed of
various touchpoints for the entire process. Starting from the
Development, User experience(UX), Branding, Marketing,
Project proposals, Invoices, Social Media and so on.
Reasonably one can say that it focuses on all the elements for
a particular span of time.
According to the data, CX improves profitability. In fact, the
revenue of businesses with great CX is 5.1 times more than a
normal business. A business with great CX impacts positively
on higher retention rate, new customers, cross-sell, upsell,
employee acquisition costs etc. Another study state that
customers are 4.5 times more inclined to pay premium pricing
if their overall experience is excellent.
So, what we are trying to say here is that the more effort you
put into your customers, the more they will give back to your
brand.
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6. CX: Creating an Impactful Customer Journey
It’s up to you how you want to navigate your customers into
your sales funnel. But make sure you form it in a circular loop
where your customer is coming back to your brand for a
particular product/service. You can decide on an ideal
customer journey from the beginning. It would look something
like this:
1. Exposure to offerings
2. Click Action
3. Purchase Requirements
4. The Purchase
5. Support
6. Exposure to offerings
Here, the most important last step is depended on the first
one. It includes the impression of a brand which creates an
image to make them visit your website again. This can be
possible only when all the interactions with your brand
creates a positive experience for your customers.
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7. How to Get There?
It all starts with a clear vision. Have a clear idea about how you
want to elevate your CX to a certain level. Your development
firm can help you to assess what your current CX is like and
which areas need improvement. Immediately.
One of the major rewards of working with a firm that can
create “Customer Experience” is that you can align your
marketing and development efforts. Because even if you have
a website which provides a complete superior experience, but
is falling short from the marketing efforts you won’t be able to
identify the root cause and you might experience downfalls in
your business. As ​digital marketing services are a prime part of
any successful business, you need to make sure that you
present a well-dressed picture of your business on all fronts
.i.e website, social media, emails, customer service, etc.
For more information on this topic, you can get in touch with
us or simply drop a comment to this post. Let’s create a
foundation for your business that allows your customers to
experience the spectacular digital experience, which
eventually grows your business.
This Linkedin Article is Originally Posted here:
https://www.linkedin.com/pulse/creating-customer-experi
ence-new-wave-change-maulik-shah/
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