Customer experience is the interactions a consumer has with any company. It’s the cycle of the consumer, tracking all the touchpoints they go through. It shows where the consumer starts to build loyalty, advocacy, look for competing companies, and when they start to feel the brand is delivering a poor experience. It shows brands when and where the consumer needs them, making sure the interaction with the consumer is unique and meaningful.
Customer experience is essential for companies because it makes a difference. Competitors in every market share increase day by day as well as consumer pain points. Customers are now educating themselves before making their purchase decision, engaging with brands through social media platforms, and expecting good customer service. One of the only ways for brands to stand out is by their customer experience. Personalizing moments, providing solutions are some of the way’s marketers are trying to improve customer experiences.
Personalization is essential throughout the funnel. Companies have to start putting more effort into their content on their website and social media channels as well. Content is important for a brand to personalize since that’s one of the factors that can help them stand out from their competitors. Content that is one of a kind and can be difficult for competitors to copy will help brands get far in their market share. Consumers have to feel some connection toward the content as well, like if it was specifically created just for them.
Providing solutions for every consumer that comes in contact with any brand is a major part of the customer experience and customer journey. Brands can offer solutions to problems via email, phone, chat, email, and social media. To have a clear understanding of how to solve this solution, the company must know their target audience very well, like their needs, wants, whether positive or negative. A customer’s goal is to have to brand understand them and be there for them when they encounter an issue. Many negative solutions can result in a consumer posting a bad review or even posting a bad comment on the brand’s social media platforms, according to reviewtrackers.com. (Links to an external site.)
Within my current profession, which is being part of the management team of a fitness studio, I have learned a customer experience is a key element. If a customer has a positive experience, they can easily become a loyal consumer and bring in potential leads in many ways by word of mouth or social media, according to qminder.com. (Links to an external site.) A negative experience can be as powerful as ending their membership with our brand and telling others their experience to impact their decision and views on the company. In the fitness industry, we experience both positive and negative, but we try to make the best of every customer experience. The personalized interactions we have with the clients like memorizing their names, and always ready to answer any questions they might have, is an element that helps us stand out in the industry.
Every business needs to focus on the customer experience and improve its process to increase its client base and loyalty with their consumers. All of these tactics are essential to business in every market share, to increase their revenue and brand awareness.