Marketing in Numbers Digest #18

Grow your Customer Experience to Humanize Your Brand

Most likely, you have heard about how and why personalizing the digital experience is such a powerful sales and marketing achievement in today’s world. Because of increased competition, shifting your thinking about customer service is actually really easy. Once you start thinking in terms of enhancing the customer experience, then you’ll notice important changes in your approach in retaining customers, which leads to winning over new ones.

While most companies are showing interest in driving more personalization, many others still find it difficult to accomplish at scale, mainly because they forget that customer service is company focused — not customer focused.

To make the change, you need to examine every moment your customer interacts with your company. This goes beyond superficial online reviews and digs deep into their overall experience. You need to remember that your customers are in control. They have more information, more channels, and more influence than ever before. So you need to anticipate their needs. Great customer experience marketing calls for customer centricity and making meaningful connections with people based on what they actually need and want.

The good news is that you can take the following minor steps that are proven to have a major impact on how customer experience can help the growth of your company:

• Add dynamic content to your email subject lines
• Launch remarketing campaigns on social media
• Place a tracking beacon on your website to highlight the most relevant products and content
• Deliver segmented nurture emails based on behaviors and engagements.

Brands with great customer experiences report having much higher customer referral rates and customer satisfaction. These satisfied customers will speak highly of you and will want to return, because you made them feel good and made their experience enjoyable, and that is what every brand wants, right?

SPIN Ideas is a marketing strategy agency, focusing on startups and SMS. We help our clients find their place in the market and grow. You want to hear more about what we do and have monthly marketing updates, subscribe to SPIN Ideas’ Journal.