5 Important Qualities of A Positive Customer Experience

slaserson January 31, 2019 0 Comments

After years of helping companies successfully connect with their customers, there’s one thing I’m certain of, providing a positive customer experience can never fail a business.

To put it another way — without great customer experience, sooner or later your business will get in trouble.

Positive customer experience inspires loyalty and improves retention.

It’s also cost-effective. You might need to spend extra $1 to nurture the relationship with an existing customer. But to bring in a new customer, you might have to spend $5 more.

In fact, a 5% increase in customer retention can increase your profit by 25%. Amazing, isn’t it?

So what do you need to create exceptional experiences for your customers?

Remember: even if the channel you’re considering is all the rage right now, it might not fit your brand. Always make informed decisions that directly relate to your company. Otherwise, your message won’t be delivered to its intended audience and you’ll have wasted time, effort and money.

Step #1: Know Your Digital Goals

The first step is clearly identifying which goals you want to achieve. Get specific. Do you want to increase brand awareness? Are you all about locking in leads? Do you want to establish a strong network of influencers that can help you be discovered? How about pushing engagement on social media?

Step #2: Get Specific

A useful tool for narrowing down your goals to ensure they’re viable is the SMART mnemonic. It’s important to get specific to understand exactly what you’re working towards, and help you break down the process of hitting your targets. This is exactly what this mnemonic helps you to achieve.

  • Does the channel reach my intended audience?
  • Is the channel sustainable and affordable within my company’s marketing budget?
  • Will I be able to measure the success of the channel?
  • Does the channel allow me to express my brand’s intended message?
  • Do the channels I’m considering work together to convey my message?

Step #3: Always Remember Your Goals!

Establishing a solid vision for your business is the first step to planning your digital marketing budget. Always keep your final goals in sight when organising anything for your company. When deciding which steps to take next in your business, ask yourself how they will help you achieve the goals you outlined in Step #1. This will ensure that you stay on track and prevent you from spending your budget on anything that won’t help you achieve.

There are no secrets to success. It is the result of preparation,
hard work, and learning from failure.
– Paul Tournier

As your budget progresses and evolves, continue referring to your SMART objectives. Stay focused and remember your goals – they will always inform what your next step will be!

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