Have a digital customer experience strategy? So does your competitor. Now what? Exceed customer expectations = Better brand perception
ACQUISITION IS HARD. ENGAGE THEM TO KEEP THEM
Been asked for your data lately? Yes, me too. In this world where we exchange our details for downloads (and where there are secret cyber squirrels following our clicks) customers have a right to expect a more personalised digital experience. According to Walker, Customer Experience (or CX) professionals say expectation of a personalised experience has risen from 31% in 2017 to 88% in 2020!
GO BEYOND WHAT’S EXPECTED
Make your customer connections your point of difference. Reach out, pick up the phone. Thank them for their order and find out more about them. Offer to answer their questions: 86% of buyers want to ask questions in person before buying. (Source: PewResearch)
A comprehensive customer onboarding process is a surefire way to improve your retention. Consider a welcome pack, including information about other products or services that may be of interest to them. Why not include a branded gift?
A better understanding of your customers and their challenges can help you to improve your service, your online FAQs and even, whether you are appealing to the right market! If you don’t know your buyer personas, request our simple worksheet here.
IT’S ABOUT THEM, NOT JUST ABOUT YOU
Having a buyer persona in mind when you strategize your gift with purchase, or promotional merchandise, can help you to avoid common pitfalls. For example, if your customers aren’t office based, maybe steer clear of branded mouse mats. If you promote a sustainable culture and that is important to your customers, think bamboo cups not plastic trinkets in polybags.
