In the month of June, I wanted to explore the topic of customer experience. I’ve known the concept for years thanks to my background in product design for tech startups. However, it’s often not something considered at a larger scale aka the business scale. There are plenty of companies, big and small, who are consciously striving to create the most fantastic customer experiences for their clients and customers.
In his book, Never Lose a Customer Again, Joey Coleman describes how focusing on providing delightful and pleasant customer experience makes customers and clients stick around longer. That’s what the title of his book is getting at: put in an effort to retain customers and they will stick around forever. The best way to keep your clients coming back is by providing an exceptional customer experience for your clients at all points of the relationships with you.
Understanding what customer experience is, is key in delivering it well. So, what’s the definition? Customer experience refers to the perception of the experience a customer (or client!) has with the company at any given time during their relationship together. This refers to any touch point during their journey with you, from the initial inquiry on your website to attending the free webinar, all the way to them receiving the services they pay for.
Believe it or not, websites are not all made equal. Many people don’t realize this. Often times, a client is prescriptive in what they want and a designer obliges with some creative suggestions. But that approach is 100% wrong; let me tell you why I don’t actually sell websites.
Be real with me, do you know what branding is? A proper definition of branding says that it’s “the marketing practice of creating a name, symbol or design that identifies and differentiates a product from other products.” (Entrepreneur). The terms brand and branding come from Ancient Norse word “brand” meaning to burn, like with cattle.
When you are thinking about your brand foundation and its characteristics you need to ask yourself some tough questions. Do you think your brand has a strong brand foundation? Will your brand propel you into a highly demanded resource among your potential clientele? Does your brand stand for clearly defined values and will those values come through as promises to your clients? Does your brand struggle with awareness in the marketplace? You really need to grasp who you are as a brand to move forward and be successful.
It doesn’t take a lot in order to build a connection with ones’ audience. When you’re creating content for your company, you just have to pay attention to a few key things in order to make sure your content is compelling enough and on point. In this article, I will go over these key point that will help you connect and resonate with your target audience.
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Wouldn’t it be blissful if clients or customers couldn’t stop flocking to you? How easy your life would be if people couldn’t keep their wallets away from your company and it’s name out of their mouths? There are many companies that come to mind that just have it made by now like Apple (naturally), or Girlboss, Fenty, hell even FashionNova is everywhere. Now it’s your time to build brand demand for your own business.
I consistently preach that understanding your audience, users, customers etc is a must in succeeding in (online) business. Using analytics tools is a great way to learn about their behavior on your own website. It’s such a powerful advantage! Essentially, analytics help you make smarter decision from marketing campaigns all the way to business decision.
Calls to actions, aka CTA, are an essential element of a person’s experience of a website. A CTA gets a visitor to take action – just like the name suggests. Without one, a visitor isn’t guided to do anything and is likely just to bounce. That’s not good.