We value direct results above all, but it would be foolish to deny the importance of a great customer experience. CX is the sum of interactions between customers and your brand.
It accumulates in various touchpoints, including visits to brick & mortar stores, your website or e-commerce, and each encounter with your service staff or advertising. CX is a thing you can’t afford to ignore.
Stand out from the crowd
The ugly truth is that there are a dozen (or, in some cases, thousands of) businesses in the world that can provide a near-identical offering as your company. Product features just don’t cut it as a sustainable differentiation strategy.
Because of this, people value the relationship and feeling they get from a brand more than ever. Providing an excellent customer experience is the path to making your brand lovable and one that customers will want to keep coming back to.
A great CX is critical in the online world, where people have zero tolerance for all things complicated, slow, or impersonal. Stand out from the crowd by making it easy to get in touch, quick to find relevant information, and simple to do business with your business.
Great CX makes buying easy
The fluffy side effects of a great CX are nice and all, but from a results perspective there’s one thing that has potential to blow your socks off: a great customer experience makes buying easy!
Your target should be to remove all excess thinking from the buying process. Understand what the customer wants, when and where. Answer their questions and be their trusted sidekick from first impression to after-purchase support.
There’s no demand for 13 in a dozen. Make your business the 1/1 with great customer experience.