Customer Experience for Marketing Growth
Most brands try to zero in on retention marketing to reduce customer churn. But it’s the CX that keeps them coming for more. The modern customer has a plethora of options at their disposal- if they don’t have a good experience with your brand, it wouldn’t take them long to give business elsewhere. Customer experience for marketing growth keeps your clients engaged, satisfied, and inclined to do more business with you.
Customer Experience is not limited to products or offerings. It entails everything from customer service to the types of ads you serve to your audience and how. Customer experience isn’t the job of one department or one person. CX can make or break your marketing. It’s an organization-wide responsibility to see how each decision impacts the customer experience. This article will elucidate how you can get it right!
The Dismantling - Marketers need a closed-loop analysis to uncover pivotal insights into customer behavior. Essentially, customer experience is how the customer feels about your brand and their subjective opinion of it. Is the customer criticizing your brand or recommending it? What do the reviews say? Also, what one customer believes to be a good customer experience - CX might not be similar to another customer’s definition of it. Marketing’s overarching goal is to understand the customer.
Moving Forward - The B2B buying behavior has changed drastically. While most companies believe they are delivering excellent experiences, most customers disagree. Customers can access any information they desire at the click of a button. Moreover, with businesses having customers globally, it is unwise to believe the messaging that works in one country will resonate with your audience in another. CSAT would tell you how happy the customers are with your product or service, but it doesn’t explain how to achieve customer satisfaction or enhance it.
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