7 Ways to Create a Great Customer Experience Strategy

7 Ways to Create a Great Customer Experience Strategy

Post summary:

  • What is customer experience (CX)?
  • How is CX different from customer service?
  • How important is customer experience?
  • 7 ways to create a customer experience strategy

The 2017 Digital Marketing Trends Report by Econsultancy and Adobe asked companies to indicate the single most exciting opportunity for their organization in 2017 – and for the third year in a row, the same answer came out on top.

Can you guess what the most exciting opportunity for a business is?

If you guessed ‘customer experience’ (or CX), you guessed right.

Most exciting business opportunity is customer experience

It’s no surprise that customer experience is a high.

In fact, companies who successfully implement a customer experience strategy achieve higher customer satisfaction rates, reduced customer churn and increased revenues.

Furthermore, research by American Express found that 60% of customers are willing to pay more for a better experience.

What is customer experience?

Customer experience (CX) is defined by interactions between a customer and an organization throughout their business relationship. An interaction can include awareness, discovery, cultivation, advocacy, purchases and service.

Customer experience is an integral part of Customer Relationship Management (CRM) and the reason why it’s important is because a customer who has a positive experience with a business is more likely to become a repeat and loyal customer.

In fact, a study by Oracle found that 74% of senior executives believe that customer experience impacts the willingness of a customer to be a loyal advocate. And the customer experience statistics don’t stop there. If you want your customers to stay loyal, you have to invest in their experience!

How customer experience impacts customer loyalty

Simply put, happy customers remain loyal.

It makes sense, right?

The happier you are with a brand, the longer you stay with them. And so if you treat your customers poorly and ignore their customer service emails, then they are more likely to leave. This is why companies that deliver a superior customer service and experience outperform their competition.

How is customer experience different from customer service?

In most cases, a customer’s first point of contact with a company is usually through interacting with an employee (either by visiting a store or by speaking on the phone). This gives your business an opportunity to deliver excellent customer service.

However, customer service is only one aspect of the entire customer experience.

For example, if you book a vacation on the phone and the person you are speaking with is friendly and helpful, that’s good customer service. Yet, if your tickets arrive early and the hotel upgrades your room, then that’s a good customer experience.

That’s how the two are different!

Like most things in today’s market place, customer experience has changed – it’s more than person-to-person service and thanks to technology, companies can connect with their customers in new and exciting ways.

For example, using CRM software, you can view customer purchase history and to predict future needs even before the customer knows they need it. Having the ability to predict a future need will let you be proactive and attentive and, it means you can do things like;

Customer service is still as important as ever, it’s no longer the sole focus of customer experience. Now, the customer experience brings new ways to strengthen customer relationships through technological breakthroughs.

How important is customer experience?

A business cannot exist without its customers, and this is why companies are focusing on how to win new customers and perhaps more importantly, retain existing customers.

A survey by Bloomberg Businessweek found that “delivering a great customer experience” has become a top strategic objective. And a recent Customer Management IQ survey found that 75% of customer management executives and leaders rated customer experience a ‘5’ on a scale of 1-5 (5 being of the highest importance).

The importance of customer experience to organizations

The challenge here is that even though it’s a high priority, many companies are failing.

When Bain & Company asked organizations to rate their quality of customer experience, 80% believe they are delivering a superior experience. This is compared to only 8% of customers who believe they are receiving a great customer experience.

So how many brands are truly delivering an excellent customer experience?

Surprisingly, not too many.

But, its importance is growing.

The Temkin Group’s recent 2017 Customer Experience Rating study showed a severe decline in customer experience from 2015 to 2016. However, the good news is that in 2017, the number of companies that scored ‘good’ or ‘excellent’ rating increased from 18% in 2016 to to 38% in 2017 – it’s highest rating since records began.

Customer Experience Ratings 2011 to 2017

Customer expectations are rising, and faster than the speed that companies can improve their customer experience. Customers expect every interaction as the best experience they have with any company, so the question is remains, how can your organization create a great customer experience?

7 ways to create a customer experience strategy

Let’s take a look at seven ways to create a great customer experience strategy to help you improve customer satisfaction, reduce churn and increase revenues.

1. Create a clear customer experience vision

The first step in your customer experience strategy is to have a clear customer-focused vision that you can communicate with your organization. The easiest way to define this vision is to create a set of statements that act as guiding principles.

For example, Zappos use their Zappos core family values and these values are embedded into their culture; which includes delivering wow through service, be humble and embracing change.

Once these principles are in place, they will drive the behavior of your organization. Every member of your team should know these principles by heart and they should be embedded into all areas of training and development.

2. Understand who your customers are

The next step in building upon these customer experience principles is to bring to life the different type of customers who deal with your customer support teams. If your organization is going to really understand customer needs and wants, then they need to be able to connect and empathize with the situations that your customers face.

One way to do this is to create customer personas and give each persona a name and personality. For example, Anne is 35 years old; she likes new technology and is tech savvy enough to follow a video tutorial on her own, whereas John (42 years old) needs to be able to follow clear instructions on a web page.

By creating personas, your customer support team can recognize who they are and understand them better. It’s also an important step in becoming truly customer centric.

3. Create an emotional connection with your customers

You’ve heard the phrase “it’s not what you say; it’s how you say it”?

Well, the best customer experiences are achieved when a member of your team creates an emotional connection with a customer.

One of the best examples of creating an emotional connection comes from Zappos, when a customer was late on returning a pair of shoes due to her mother passing away. When Zappos found out what happened, they took care of the return shipping and had a courier pick up the shoes without cost. But, Zappos didn’t stop there. The next day, the customer arrived home to a bouquet of flowers with a note from the Zappos customer service team who sent their condolences.

Research by the Journal of Consumer Research has found that more than 50% of an experience is based on an emotion as emotions shape the attitudes that drive decisions.

Customers become loyal because they are emotionally attached and they remember how they feel when they use a product or service. A business that optimizes for an emotional connection outperforms competitors by 85% in sales growth.

And, according to a recent Harvard Business Review study titled “The New Science of Customer Emotions“, emotionally engaged customers are:

  • At least three times more likely to recommend your product or service
  • Three times more likely to re-purchase
  • Less likely to shop around (44% said they rarely or never shop around)
  • Much less price sensitive (33% said they would need a discount of over 20% before they would defect).

4. Capture customer feedback in real time

How can you tell if you are delivering a wow customer experience?

You need to ask – And ideally you do this by capturing feedback in real time. Post-interaction surveys can be delivered using a variety of automated tools through email and calls.

And of course, it’s even possible to make outbound calls to customers in order to gain more insightful feedback.

It’s important to tie customer feedback to a specific customer support agent, which shows every team member the difference they are making to the business.

5. Use a quality framework for development of your team

By following the steps above, you now know what customers think about the quality of your service compared to the customer experience principles you have defined. The next step is to identify the training needs for each individual member of your customer support team.

Many organizations assess the quality of phone and email communication, however, a quality framework takes this assessment one step further by scheduling and tracking your teams development through coaching, eLearning and group training.

6. Act upon regular employee feedback

Most organizations have an annual survey process where they capture the overall feedback of your team; how engaged they are and the businesses ability to deliver an exceptional service.

But, what happens in the 11 months between these survey periods?

Usually, nothing happens. And this is where continuous employee feedback can play a role using tools that allow staff to share ideas on how to improve the customer experience and for managers to see how staff is feeling towards the business.

For example, using project management software or social media tools, you can create a closed environment where your organization can leave continuous feedback.

7. Measure the ROI from delivering great customer experience

And finally, how do you know if all this investment in your teams, process and technology are working and paying off?

The answer is in the business results.

Measuring customer experience is one of the biggest challenges faced by organizations, which is why many companies use the “Net Promoter Score” or NPS, which collects valuable information by asking a single straightforward question:

“Would you recommend this company to a friend or relative?”

NPS, which was created by Rob Markey and Fred Reichheld at Bain and Company, is a highly suitable benchmark for a customer experience metric because a lot of companies use it as the standard customer experience measurement. And the fact that it’s simple to implement and measure makes the NPS a favorite with company boards and executive committees.

Conclusion

Customer expectations are higher than ever and word of mouth travels fast!

And as the customer becomes even more empowered, it increases the importance of the customer experience.

Customer experience is an area that needs constant nurturing and care and with a greater focus on customer experience strategy, companies will realize a positive impact on customer loyalty, higher retention and increased revenues.

P.S. Start improving your customer experience strategy right now by downloading seven free customer service email templates.

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Customer Service

About Steven MacDonald

Steven MacDonald

Steven Macdonald is an online marketer based in Tallinn, Estonia, Steven has more than ten years experience in the online marketing field and is driven by creating success stories. You can connect with Steven on LinkedIn and Twitter.

47 Comments

Marika@RadiumCRM

about 3 years ago

Great post! I wanted to add that technology and particularly mobile are making measuring customer experience just a little bit simpler. There are a few Social Media Monitoring tools out there that can let you measure sentiment. And because of mobile you can get feedback very quickly if you have the right incentives in store or online. -Marika www.RadiumCRM.com

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Steven MacDonald

about 3 years ago

Thanks for the comment, Marika! Glad you liked the post.

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Sarah Garcia

about 2 years ago

Very well said. There needs to be a good customer experience strategy in order to adhere to a satisfied and happy customer which is surely going to benefit you in future. Thanks for sharing this.

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Steven MacDonald

about 2 years ago

Thanks Sarah, that's right!

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Vibha Gaonkar

about 2 years ago

Great read. I would also like to add another point to the customer experience strategy. Businesses can provide customers with personalized proximity experiences depending on their location at the store or restaurant. These types of experiences can be created using beacon technology and proximity technology platform. For example, when a customer walks into a store, he will receive a welcome message from the store and suggest him to buy things based on his last recorded purchase. The store can also send customer's messages based on the customer's immediate surrounding. This technology will also give the business a competitive edge along with brand loyalty as customers will return to the store for the great experience.

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Steven MacDonald

about 2 years ago

I like that idea, Vibha! Thanks for the comment.

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Riyaz

about 2 years ago

Hey Steven, This is probably the best ever article I read over the internet. Yes, you are roght that if you want to win the race, you have to first win the heart of the customers. If you have served 10 customers very good and unfortunately provide poor service to 1 customer. This single bad experience can ruin your reputation. So one have very conscious when it comes to customer satisfaction.

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Steven MacDonald

about 2 years ago

Riyaz, I am humbled by your comment. Thank you so much! And you nailed it, a single bad experience can really ruin a customer experience strategy, so it's important to make sure every customer has a great experience.

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Kate McCready

about 1 year ago

Great article Steven. The stats in here were really useful.

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Steven MacDonald

about 1 year ago

Thanks, Kate! Really appreciate your comment and I'm glad you found the stats useful.

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Gloria John

about 1 year ago

Excellent post! Some great points you mentioned to improve customer experience and for running a business it is a must. However if you are running an online business then the importance of customer experience becomes more. You can also add Single Sign-on solution to the list if you want to reduce the hurdles that users are facing while registering to the websites. It simply allows customers to login to multiple websites of the same organization by using single ID credential, thus, it saves time and improves customer experience too.

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Steven MacDonald

about 1 year ago

Great comment, Gloria! Thank you.

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Mirian Shade

about 1 year ago

Great article Steven! You covered almost everything in order to maximize the smooth customer experience. what comes first in the list is how you make your customers able to understand what you offer. This depends upon how much clear you are at your key skills and offering. Be transparent and don't confuse your visitors.

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Steven MacDonald

about 1 year ago

Well said, Mirian!

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Rachell D'silva

about 11 months ago

Very well said! One of the way, according to me, that can help quantify what your customers feel about your product/service is: Ask your customers - not just how much they like your product/service, but also what they didn't like. The best way to achieve this is to conduct online survey which is most effective and time-saving technique to work closely with your customers. In my opinion, survey tools are not just to gather feedback but also generate a variety of reports for analysis. These real-time reports can lend a great helping hand towards improving your product and providing a greater customer experience!

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Trent

about 11 months ago

Thanks Steven for some insightful points on customer experience!

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Joana Smith

about 10 months ago

Amazing post! Some best ways you’ve stated are to capture feedback in real time and act upon feedback regularly. Focusing on these points will certainly help to improve your customer's lifetime value. In my belief, feedback conducted via an online survey tools certainly assist in achieving consistency and increased customer satisfaction. They help to monitor and measure customer experience data and insights as well as improve customer acquisition and retention.

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Mimi Daud

about 9 months ago

Very good insight! and thanks for sharing those stats, its really helps to convince our top management on the way moving forward in terms of giving the best customer experience to our customers. One thing I would like to share is that we also have to take into account our customers' culture. Most of our customers still prefer the human touch compare to handling machine. Such as they prefer to talk to our call centre agents rather than talking to IVR or paying to our counters compare to online payment or kiosk. So having said these, it only shows that our customers service/experience have to be at the top level at all time. Your post indeed help me re-energize my team further towards reaching our division's vision - for our Organization to be the benchmark of others.

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Steven MacDonald

about 9 months ago

Glad you enjoyed the post, Mimi. Thanks for your contribution.

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Alina Dayton

about 9 months ago

It’s amazing to know the strategies of customer experience. It is essential for all the agencies to know their customer’s thought about their services and products. This can be done feedback and surveys and hence know users experience.

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Jay patel

about 9 months ago

Fantastic post about customer experience strategy! Thank you so much for this valuable post.

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Amy Elliot

about 9 months ago

Thanks, guys! Great article on customer experience strategy. Some good tips shared here to try out with our customers to improve their experience :)

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Kaminska Zakrzewska

about 8 months ago

Personalization is the new marketing. It is important to address the needs one by one. People have problems but the problems are different from each other.

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Kevin Dunthorpe

about 7 months ago

Through using project management software or social media tools, you can create a closed environment where your organization can leave continuous feedback. This is very informative article.

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Mattia Orsi

about 7 months ago

I think the best way to create a great customr experience is to give them best services possible. Best customer service ultimately leads to best customer experience.

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Richard

about 7 months ago

Steven, thanks for sharing these awesome CX tips with us!

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Albert Brooks

about 5 months ago

Whoa, that's what I call the useful CX article! Thanks for sharing!

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Mark Sten

about 4 months ago

Excellent article Steven. I would like authorization to use some of the content and images on my PPT presentations used for educational purposes only. I am an instructor at UCLA Extension and teach marketing and ethic courses. Customer Experience is a new part of my syllabus and your article(s) would be excellent to include.

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Steven MacDonald

about 4 months ago

Hi Mark, that sounds great. Let me know if you need anything else from me.

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David Wang

about 3 months ago

I love the point on getting immediate feedback from customers. I think it's extremely crucial to get that real-time feedback while the memory of the experience is still fresh in the customer's head. However, I think emails and calls are less effective as people may not check their emails often or don't like to talk on the phone. This is where texting is extremely helpful.

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Tionge Angella

about 3 months ago

Wow! I'm glad I found this article. Thank you, I will use your information in my exam tomorrow. This article has helped me understand better why the customer experience is important. And in the process, I can now differentiate between customer service and customer experience!

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Steven MacDonald

about 3 months ago

Thank you, Tionge! And good luck in the exam.

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Kenny

about 3 months ago

Thanks for sharing this article on customer experience. I found it quite useful. Great job.

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Steven MacDonald

about 3 months ago

Thanks, Kenny!

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Verdad Chabibullah

about 2 months ago

Great article Steven! very useful for reference on my current project related with Customer Experience.

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Steven MacDonald

about 2 months ago

Thank you, Verdad!

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Jordan Champ

about 2 months ago

The CX stats that you have been shown here to help grow a business are really helpful. Thank you!

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Sahib Singh

about 2 months ago

A truly refreshing article about customer experience. Being from the customer service sector, I am always looking for great content about this subject.

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Serena Way

about 4 weeks ago

Great write-up. Very useful! Creating a unique customer experience is one of the best ways to achieve sustainable growth, particularly in industries that are stagnating. If a telco, a utility, or an insurance company can create a highly differentiated customer experience that turns dissatisfaction or indifference into delight, it will recruit an army of vocal advocates online and offline, gain market share, and generate revenue growth. The best companies deliver these value propositions by focusing the entire company on delivering them. An emphasis is put on cross-functional collaboration.

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Steven MacDonald

about 4 weeks ago

That's a great comment, Serena. You absolutely nailed it!

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Jessie Ferris

about 3 weeks ago

This is an awesome strategy for customer experience! Thanks for these tips.

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Michael

about 2 weeks ago

Very nice strategy steven, for providing a great customer experience and we will definitely look to adapt these tips for our customer support team. Thanks for the guidance.

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Steven MacDonald

about 2 weeks ago

Thanks, Michael!

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Claire Suaverdez

about 1 week ago

Great tips!

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Clayton Cross

about 1 week ago

Thanks for this post! I haven't heard of half of these. Get Satisfaction is one I would also recommend!

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Beth Fluto

about 2 days ago

Great post Steven! I'm just a little confused if this was written this fall or 3 years ago looking at all the comments. Thanks!

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Steven MacDonald

about 2 days ago

Hi Beth, thanks for the comment! The article was published 3 years ago, but I continue to update it each time Temkin publish their annual Customer Experience Ratings study.

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