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Customer Experience Design

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customer experience optimization

Did you know:

  • 87% of customers say how they are treated is more important than brand or price.
  • 41% of customers do not report a bad experience, but 87% tell friends.
  • Among the 41% that don’t report a bad experience, about 40% of those will stop doing business with your company.

In a recent survey of 362 firms, 80 percent of the businesses surveyed believed they delivered a “superior experience” to their customers. But customers were asked about their own perceptions, they rated only 8 percent of companies as truly delivering a “superior experience.”

So how does a company get into the “superior” 8 percent? The survey found that they place a distinct importance on customer experience.

What is customer experience optimization?
Every interaction with your business creates an emotional response from a customer or potential customer. This could include a visit to your web site, a customer service call, or purchase at your business.
Customer experience optimization (CEO) is the process of designing and optimizing the experience a customer or potential customer has with your business.

Customer Experience Design
Much has been written about optimizing customer’s online experiences while on a company’s web site. However, this is only a small part of customer experience optimization. Every interaction a customer or potential customer has with your business should be consciously designed.

The result is new customers and increasing repeat sales.

What will customer experience optimization do for you?

  • New Customer Acquisition – increase sales from targeted new customers.
  • Increase Customer Retention/Repeat Sales – it can cost up to seven times more to acquire new customers then to sell to current ones. Build repeat business effectively, and keep it coming.
  • Differentiate Your Customer Experience – set your business apart from your competitors in your customers’ minds.
  • Evolve Unhappy Customers into Fans of Your Business
  • Boost Brand Value & Integrity
  • Engage Customers in Brand Affinity & Loyalty
  • Remedy Customer Complaints
  • Grow Positive Word-of-Mouth – the most cost-effective marketing is word-of-mouth. It’s also the most difficult to achieve.

Remember the survey of the 362 companies? Unlike most companies, which respond reactively to improve customer satisfaction, the leaders follow these rules:

  1. The experience anyone has with your business, at every point of interaction, must be designed.
  2. Employees must “live the brand,” and implement customer experience optimization across all areas of the business.
  3. Employees themselves must feel empowered, and be having optimal experiences working for the company.
  4. Customer feedback, not sales alone, is the true metric of business success.
  5. Successful companies develop the ability to please customers on a repeat basis.

We can make customer experience optimization work for you – even if you have a small business.

Contact us for a no-obligation evaluation of your present customer experience strategies.

Testimonial

“I met Gary and his team at the right time, as we were taking our patented product to the next level of sales. Chatham Marketing helped us to establish our company logo, build a much more professional website than we had, and also design our product’s packaging. We have had compliments on all three and are very pleased with the results. We are now on our way to the next level!” – Kevin McGinnis, Team Tech Engineering, Inc

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