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.
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.
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.
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.
Many people have a hard time conceptualizing both the effect branding has on their business and the return on investment (ROI) of it. Even some designers have trouble explaining the importance of branding too. Also, different people have different opinions on how branding can affect business and a company’s bottom line.
A customer journey map will allow you to grow a better business. Oh yeah, it does. That’s because companies that cater to their customers do better. You do so, by first understanding your customer better. A journey map is one way to get a better understanding of your customers. This post will go over exactly how to create one.