The DOs and DON’Ts of Building a Customer Experience Strategy

Most marketing professionals would tell you that one of the best ways to ensure success is to create a business culture that is focused on your most important asset – the customer. Crafting an experience that they enjoy and want to come back to time and time again is important. It’s what creates sustainable growth and a stronger brand image. But this doesn’t just happen by chance. Smart business owners know that to truly invest in their company they need to focus on building a better customer experience strategy.

Here are some DOs and DON’Ts for building a better customer experience strategy:

DO

• DO create a clear vision of what the customer experience should look like.
• DO communicate with your team about what the strategy is and how you plan to achieve it.
• DO focus on creating an emotional connection with your customers. Doing so will create a more lasting bond and greater loyalty.
• DO use tools to help you track your customers’ purchases. They can help you predict when they will purchase again and what their needs are so you can create a more valuable outreach program.
• DO consider investing in a brand ambassador to help better engage with your audience.

DON’T

• DON’T delay in getting valuable customer feedback. Capture their opinions shortly after engagement for more useful data.
• DON’T ignore employee feedback on what is and isn’t working with your customer experience strategy.
• DON’T forget the importance of knowing who your customers are. Take time to invest in learning about them, their habits and their preferences.
• DON’T overlook the significance of “delighting” the customer – one of the best ways to build a strong customer experience.

There are few things that can replace the importance of a good customer experience. For help in creating a plan for your brand contact the team at Grand Marketing Solutions. We provide marketing services that cover all aspects of the customer experience from the first contact and beyond. Let us help you build a better strategy for long-term success.