Creating lasting connections: Effective customer experience strategies for businesses

86% of customers will stop doing business with an organization after two poor experiences.

This means that if your customer experience strategy isn’t on point, it’ll wreck havoc on your customer retention rate and brand loyalty.

But there’s some good news: If you’re implementing effective customer experience strategies, you’ll build lasting connections.

Below, I’ll show you how you can create effective customer experience strategies for your business.

Build a customer-centric culture

Establishing a customer-centric company culture is one of the best ways to build long-lasting customer relationships.

Yeah, it’s important to value your customers, but it’s also important to value your team because they’ll extend this empathy toward your customers.=

Here are four strategies you can use to create a customer-centric culture:

• Identify your target audience
• Defining company values and mission
• Empowering employees to deliver exceptional CX
• Recognizing and rewarding customer-centric Behavior

Identify your target audience

We found that identifying a target audience gets our entire team on the same page regarding a target customer’s preferences, pain points, and buying habits. From here, everyone can focus on appealing to this customer persona.

Defining your company values

Another good idea is to define company values and missions because it holds employees to a standard, shaping the way they do their jobs.

Empower your employees to deliver exceptional customer experiences 

Empowering employees with the correct tools lets them access the information needed to deliver a good customer experience. 

For example, with a CDP (Customer Data Platform), employees gain a 360-degree view of customer profiles, allowing them to build personalized marketing campaigns without hassle.

Recognize and rewarding customer-centric behavior

You could also consider rewarding employees who show customer-centric behavior. For example, if an employee develops a marketing campaign or user interface that customers love, you could reward them with tickets to the weekend game.

Implementing effective customer experience strategies 

Now that you’re operating around a customer-centric company culture, it’s time to implement these customer experience strategies:

• Design engaging and user-friendly interfaces
• Personalize the customer experience
• Optimize customer service and support
• Leverage data and technology to improve customer experiences

Design engaging and user-friendly interfaces

Designing an engaging and user-friendly interface is the backbone of a good customer experience. This is why we suggest using a CDP to organize raw customer data and find out what your customers want. From here, it’s easy to build an interface around these preferences.

Personalize the customer experience

You also want to personalize the customer experience across social platforms, not just when someone logs into your app or website. To do this, you can use a CDP to build 360 degree customer profiles and connect them across your marketing channels.

Optimize customer service and support

When customers face a problem, they contact your customer support or success team. But you don’t want your agents to go into this conversation blind.

Instead, they should have some knowledge about what issue a customer is facing and how to solve it.

A CDP makes this process easy.

You can track your customer’s behavior within your app. When it communicates with your chatbot about an issue, it notifies you. This gives your agents time to prepare as they’ll already know what problems customers are dealing with.

Leverage data and technology to improve customer experiences

Creating a good customer experience doesn’t have to be tedious. You can use technology to automate much of the data gathering, structuring, and cleaning process.

Measuring and analyzing customer experience performance

The final part of creating lasting connections is measuring and analyzing the customer experience. You can do this in four ways:

• Identifying KPIs
• Collect and analyze customer feedback and data
• Implement continuous improvement strategies
• Benchmark customer experience performance against competitors

Identify KPIs

Not every organization is the same, so start by identifying KPIs (Key Performance Indicators) that are important to you. These indicators could be:

• Number of issues per customer
• Average response time
• Net promoter score
• Customer lifetime value
• Customer engagement
• Customer advocacy

Collect and analyze customer feedback and data

Once you’ve gathered a list of KPIs, it’s time to collect and analyze customer data that’s relevant to these KPIs. For example, you could send customer satisfaction surveys to your newsletter subscribers, asking them about their experience with your brand.

Implement continuous improvement strategies

Even if your user experience KPIs are where you want them to be, you shouldn’t remain stagnant. We suggest implementing continuous improvement policies to ensure your organization sets and achieves new goals.

Benchmark customer experience performance against competitors

Countless analytics tools will allow you to estimate your competitor’s KPIs. They aren’t perfect, but they’ll give you a rough idea of what to aim for, so you can grab a larger market share.

Creating lasting customer connections with Lytics

Effective customer experience strategies are essential for business success. Unfortunately, collecting, compressing, and structuring raw data manually is tedious, and this is where the Lytics CDP can help: automating the entire data entry process and organizing this data into individual customer profiles — giving you a 360 degree view of customer preferences, buying habits, and behaviors.