Aug 23, 2021 12:00 AM
Customer experience is one of the most important factors for businesses to grow. We all know that customer loyalty isn't built in a day, but what are some ways you can create great experiences for your customers? In this blog post, we cover five tactics you can implement today.
1. Connect with your customers on a personal level. Show them your story. Share information about the people and culture of your company, including behind-the-scenes photos and stories.
2. Make it easy to do business with you. Focus on how you serve customers better than anyone else in your industry by providing a personalized experience that delivers actual value each time they engage with you.
3. Be transparent in everything you do. Engage with your customers on social media. Answer their questions and take care of any problems they have. Take care of customer complaints quickly.
4. Offer incentives for referrals and reviews. Create a customer community platform that strengthens the bond between you and them, which will result in increased satisfaction, loyalty, and advocacy.
5. Encourage feedback—tailor content to what they want from you, too. Don't send promotional messages unless they're relevant to the customer's interests or needs.
Connect with your customers
Show them your story!
The best way to show your authentic story is by creating a blog post that features a personal narrative. The most successful blogs share stories about the founder's journey, struggles, and pitfalls. You could also cover how they overcame hurdles, what lessons were learned along the way and new thoughts on industry topics or trends.
Make it easy to do business with you.
Focus on serving customers better than anyone else in the industry and deliver true value each time. It's not always about providing the lowest price or charging less for your product, but instead focusing on what sets you apart from other companies. You want to be a trusted expert by delivering an experience that reflects your values.
If you focus on the customer and how your business makes a difference in their lives, they will likely return.
The key is to avoid being average or ordinary. But then again, don't over-inflate yourself either. Ask yourself what makes your company and product unique?
Offer incentives for referrals and reviews.
Engage with your customers on social media.
Social media channels are a great way to communicate with your customers and update them with valuable information. Whether you're running contests, announcing new product lines, or simply providing support, social media is integral to the greater customer experience.
It’s a good idea to keep your social media accounts active, because this will keep your business “top of mind” with your customer base. This will also make the referral process easier because customers can refer friends to your social media accounts for updates or contact info. Stay in contact with loyal customers, especially influencers. By keeping an active presence on social media, it makes it more likely that these “influencer” customers will refer even more customers to your business.
Incentives are a great way to show some love to those loyal customers and could lead to numerous referrals as a result. Whether it’s a gift card or huge discounts, make sure these incentives are tailor-made to the customer. They will greatly appreciate a gift card or free merchandise as a thank you for their referral. It’s a good idea to restrict the incentive only to referrals that lead to actual sales. Affiliate marketing probably comes to mind. This is another form of referral marketing that you may want to consider.
Create a customer community platform that strengthens the bond between you and them.
Welcome your customers to a space to share their stories, ask questions, and interact with the company. Whether it's entering sweepstakes or simply having access to customer service representatives 24/hours-a-day, this is an important way for companies to build authentic relationships with their customers.
A community platform allows you to collect feedback about the products your customers are using. This feedback can improve the product in ways that will directly benefit your customer and, by extension, you.
A community platform also strengthens your bond with customers because it gives them a space to feel heard and appreciated for their input. The best customer experience is one tailored to your customers' interests and needs. That's why it's important to know what customers want, which you can learn from their comments or actions on social media. Also, understand where they are coming from---their background, context, culture--to respond appropriately to their needs in your content.
Next, deliver on your promises by providing a superior product and the customer experience they were expecting. When customers feel heard and understood, they will most likely return as repeat customers.
And finally, provide opportunities for customer feedback and input so that your customers feel like an important part of the process. Make sure your content is relevant to their needs. This will keep them engaged on social media, giving feedback, and talking about your company.
At Viviscape, we focus on building authentic customer experiences through content and community engagement. We provide a variety of marketing services including app development, website development, video and visual effects. If you need help connecting more deeply with your customer base, contact us about our marketing services.