Are you meeting customer expectations? We all know the importance of customer service when it comes to running a successful business. In this social media obsessed world we live in today and the age of instant feedback, excellent customer service can go a long way, but an excellent customer experience can go even further!

Until recently, the quality of product and service provided were the keys to winning customers and earning their business. But today, a new factor has come into play and that is providing the best customer experience.

A recent Walker study found that by the end of 2020, customer experience will overtake price and product as the key brand differentiator. Customers will stay loyal based upon the experience and if you can’t keep up, they will move on (bye, bye).

Happy customers remain loyal customers.

Consider these statistics:

• 1 in 3 customers will leave a brand they love after just one bad experience.
• Research by American Express found that 86% of customers are willing to pay more for a better experience.
• 49% of buyers have made impulse purchases after receiving a more personalized customer experience.
• Customers that rate companies with a high customer experience score spend 140% more and remain loyal for up to 6 years.

Customer experience (aka CX) is the biggest opportunity businesses have to reduce customer churn and increase revenues. The problem is, most businesses think of customer experience and customer service as one in the same when in reality, customer service is only part of the many pieces of customer experience.

Simply put, customer service is a single touch point with a brand, while customer experience includes every touchpoint a customer has with a brand from the first time they hear about you until after completing a purchase – basically the perception the customer has of a brand. While you may think your customer experience is one thing, the customer may see it as something completely different and that is what the actual customer experience is.

Managing customer perception should be the top priority for every business and having a strategy for customer experience is the best way to make that happen.

Customer expectations are rising.

The expectation is that every single interaction with a brand be the best that it can be.

Below are several strategies for creating a great customer experience:

1. Create a clear customer experience vision that is customer focused and can be communicated within your organization. This statement will act as the guiding principles and drives the behavior of your organization.
2. Understand who your customers are and you can get to know their needs and wants.
3. Connect emotionally with your customers.
4. Collect customer feedback. It’s the only way to know if you are delivering on your promise. Try using live chat tools, conduct a focus group or send an email with a follow-up survey. Hey, even pick up the phone, for instance. In other words, get feedback, share it with the team and fix what is broken.
5. Develop your team to the standards of your vision. Using the feedback collected from customers, identify the training needs for each member of your support team.
6. Use employee feedback to improve the customer experience. Because, it’s your team who are interacting the most with your customers so give them an opportunity to share their ideas.
7. Measure the results of your customer experience investment. There are several metrics available for tracking customer experience over time which include Customer Effort Score, Net Promoter Score, Customer Satisfaction Score and Time to Resolution. These tools allow you to track the success or failure of changes you implement that might affect your customers.

Customer expectations are at an all-time high and word spreads fast! The importance of the customer experience increases because the customer becomes even more empowered. Customer experience is an area that needs constant attention.

Because, a greater focus on customer experience strategy, businesses will see a reduction in customer churn and an increase in revenue growth.

Need help developing your customer experience strategy?

When was the last time you looked up at the sky and really enjoyed the sunshine, being in the moment.

Felt the breeze on your face. Found shapes in the clouds.

If you stopped right now, went outside and looked up, how would you feel? What would you be thinking? Are you happy? Content?

Perhaps, like many of us, things are basically good, but you’re in a bit of a life rut. Same routine over and over, and you suddenly realize how quickly the years are slipping by. Or maybe things simply aren’t going the way you want. There’s a little too much rain on your parade, and it’s gotten you down.

We all feel this way at some time or another. In today’s busy society, no one is immune from getting swept up in the stampede of life. Or being occasionally trampled by it. So how do you break free?

One way, again, is to simply look up. It’s sunshine, folks!

Let me explain. The other day, I heard a client talking about an employee who wasn’t performing at her best. He noted, “All she needs is a little water and sunshine, and she’ll be great.”

That was an amazing observation, and it really struck home with me. Of course, he was talking about nourishment. Nourishment of a person based on who she is. The things that feed her soul. Things to help her grow and thrive and blossom!

Ok, I’m overdoing it a bit, but you get the idea.

Friends, what is your sunshine? What are the nutrients that will nourish the essence of who you are? What do you need in your core being to shine more brightly?

It’s easy to ask these questions but not always easy to answer. Try to discover the tiny inkling within that excites you. Something you love and are passionate about, deep down. Maybe it’s a hobby, like painting or gardening. Perhaps it’s philanthropic, like rescuing dogs or mission work. It could be a special career skill that you didn’t pursue in college. Something on your bucket list? Take a moment and really listen to your gut. What are you hungry for?

When you find it, FEED IT! Embrace it! Nurture it! And give it plenty of sunshine!

Before you know it, you’ll be following your own heart on your own journey instead of being fenced in, grazing with the herd. It may be new and different, and it may require taking a risk. But you are only you once.

Dare to be great!

Cheers! Your company has a clearly defined brand – a simple, relevant customer promise that competitively gives you an edge. Check that off the list, right? Absolutely! But before you move on to other things, have you thought about your internal processes?

What must you do internally to execute the brand? To make it come alive? Become more than just a piece of paper? Ensure that your customers understand the brand as you intended?

Before you talk about your brand to the masses, you need to first look within to be sure you’re delivering on that brand throughout the organization. You don’t want to set an expectation that disappoints later! So consider this carefully – What are your customer touch points? Think about ALL of them, from where your store is located to how well the product performs or even how clean the front desk is when you walk in the door.

They’re all important.

Ergo, all companies need to identify and proactively manage their brand at all points of customer contact. Make a list of your contact points. Especially the less obvious ones like:

• the way your phone is answered
• how seamless your billing processes are for customers
• what your employees say to others about their job
• the attire of your salespeople
• the quality of your packaging
• the functionality and ease of navigating your website
• your response time for customer questions

Basically, everything you say and do as an organization reflects on your brand. Look carefully at your internal processes. If you’re experiencing problems at a touch point, they need to be addressed – you don’t want a seemingly minor issue to be the string that unravels all the work you put into building your brand. Assess each item on your list, and then prioritize those you need to change.

The goal is to eliminate negative experiences and keep or build on areas in which you are strong. Strong in communicating the brand promise.

Often, we ask a client, “If you do everything right, what’s the one thing you want your target to remember about you? If we conducted research now, would they give that answer?”

This is the fun part, folks! Branding and marketing rocks! Every company has struggles, but strategic marketing built on a strong brand is the impetus for success!

Go team!

Julie Porter is the chief rocker at Front Porch Marketing. You can follow her, julie_porter, or her company, itsfrontporch, on Instagram; and Twitter @juliedporter01 or @itsfrontporch; and like us on Facebook at FrontPorchMktg.