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Customer Experience Journey
Customer experience (CX)
is your customers' holistic perception of their
experience with your business or
brand during all stages of the consumption
process including pre-purchase, consumption, and
post-purchase stages.
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The
interactions and experiences your
customers have with your business
define its success or failure. Great
customer experience throughout the
entire customer journey, from the
first contact through outstanding
after-sale service turns a
first-time buyer to a happy and
loyal customer. |
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First Impression
For a
brand, it is extremely important to make
a great
first impression on a customer
because this impression lasts and
influences all future encounters.
Your brand
video, a product ad or the home page of
your
customer-focused website should all
be designed to create a powerful first
impression. |
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Win Trust
The next step
is to win trust of a potential customer.
This can be done through visitor tours,
testimonials, success stories,
empathy, and
white marketing.
Engage
visitors of your website. Inspire them to
subscribe to your mailing list by offering
valuable free gifts to subscribers. |
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Engage
A free trial
of a product or service helps to engage a
potential customer. It is also a key element
of
experiential marketing. |
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The First Sale
The first sale
is like a wedding. It is the first step
towards creating a loyal customer. Find way
to make the event enjoyable and memorable
for the customer. |
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Retention
Customer loyalty is driven primarily
by a company's interaction with its
customers, how well it delivers on their
needs and wants, and how often the
company exceeds customers’ expectations.
A company's ability to deliver a
customer experience that sets it apart
in the customers’ eyes will increase the
amount of consumer spending with the
company and inspire loyalty to its
brand. |
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