Search
Close this search box.
Search
Close this search box.

How to Enhance Your Enterprise’s Customer Experience Strategy?

Customer Experience Strategy

Maya Angelou said, “I’ve learned that people may forget what you said, they may forget what you did, but people will never forget what you made them feel.”

This statement resonates deeply with customer service in business too.

If you take a moment to think about your best and worst experiences as a customer, there’s an immediate connect with the emotion you felt.

What do you remember?

Frustration, annoyance, boredom and feeling ignored, or delight, satisfaction, relevant and personalized?

The most valuable asset that a business-owner possesses is not real-estate, stocks, products, patents or even your staff – your customer is the greatest and most precious asset. No matter how innovative your product, how well it’s presented and priced, without someone to buy it, you have no reason to be in business.

Today, it’s the customer who holds all the cards.

The power and reach of the internet have blurred geographical, demographic and economic barriers. With literally millions of choices available to them and an amazing amount of information and resources on hand to educate themselves, customers have never had it so good.

Social media can be harsh and ruthless, or it can benign and constructive. And it doesn’t take much to swing from one extreme to the other.

Businesses have to compete in a very different market. A single customer experience strategy holds the key to whether your goods and services get the thumbs up or the thumbs down.

That’s where you need the right customer experience strategy to take your business to the next level.

What Is Customer Experience (CX)?

This phenomenon has always been a cornerstone in marketing, but in recent years, it has come to the forefront in business. Earlier marketing strategies focused on product, pricing, promotion and place. While these remain relevant, their importance has faded in the light of new information and technology.

CX can be defined as the customer’s perception at any given point in their journey about how your firm treated them. It is an amalgam of sensory, cognitive, emotional responses that affect the customer’s behavior. Their feelings, evaluations, memories, and the overall feeling of being recognized as a unique individual contribute to the experience. It includes all the touch-points and connections that the customer has with your company and brand.

It means that:

  • Listening and knowing your customer is top priority for your business
  • You use customer feedback intelligently
  • You use customer data effectively
  • You can minimize friction or specific issues

As a business owner, your customer is not just an anonymous face in the crowd, or a statistic on a graph. They are real people with needs, wants and preferences. To get to know them, you have to invest in the process in the long term.

Marketing gurus now see CX as the new playing field, where battles are won or lost on a single bad review. Your existing customers are a huge asset. Studies show that new customer acquisition costs five times more than retaining an existing one. Ramping up retention by just 5% can boost profits by 25-95%. Chances of selling to an existing customer are 60% more, and loyal customers are more likely to repurchase, recommend and forgive an occasional lapse.

Benefits of Good CX

  • CX impacts your revenues: A study shows that 86% of customers are willing to pay more for a great CX
  • Customers are willing to pay up to 13% more in luxury/indulgence services if they get a great CX
  • 49% of customers make impulse purchases based on a good CX
  • You can improve customer retention and satisfaction and increase cross-selling and upselling opportunities with good CX
  • Sales conversions are boosted, along with higher customer lifetime value
  • Your business can enjoy a better reputation on social media platforms with positive reviews and recommendations and more positive visibility

How to enhance your enterprise’s customer experience strategy

While it’s important to create good CX, it’s equally vital to understand what makes a poor CX. Remember that only 1 in 26 customers complain and many companies make the mistake of assuming that the other 25 are satisfied customers. Where they err is that these 25 often hold the key to further business, reputation and revenues.

Bad CX typically means:

  • Long response time
  • Poor website
  • Failure to understand or acknowledge specific problems
  • Unresolved issues and failure to answer specific queries
  • Lack of human touch as a result of excessive automation
  • Arrogance, rudeness and over-confidence in the brand
  • Lack of personalized service, customer experience strategy
  1. Use Customer Data Intelligently: With the humongous volumes of data pouring in from websites, analytics and social media it’s easy to miss the forest for the trees. Connect with your existing customer base, provide them with information they can use and touch base with older customers who haven’t interacted in a while. Create persona for different categories of customers.
  2. Create omni-channel plans: Most customers today expect seamless omni-channel access across different devices and platforms. Design the experience with a clear goal in mind. Pay attention to the channels your customers are active on and meet them where they hang out most.
  3. Prioritize Whole Life-Cycle: Stay with your customer through Awareness, engagement, evaluation, purchase and product experience, advocacy, loyalty and retention. This works out more efficient and effective in the long term.
  4. Make Them Feel Involved: Loyal customers are a huge asset in terms of providing you with valuable information. They are more willing to test-drive new products, offer genuine feedback and recommend your products/services. Rewards, discounts, loyalty programs, coupons, free gifts, early-bird access, discounts for big spenders and personalized marketing messages help customers feel a part of the organization.
  5. Collect real-time feedback: This helps you to stay ahead of the curve in addressing customer issues. This way, you are better equipped to improve your products and services before the customer thinks of moving to a competitor. Provide personalized experiences in these cases and maintain a friendly, professional approach.
  6. Map The Journey: Create a reliable customer journey map that tracks the flow through your website or brick-n-mortar. Extend this to experiences beyond the purchase, and also to pre-sales experiences. This helps you to identify the potential bottlenecks and glitches. Find out why a customer left, or abandoned a shopping-cart or gave a poor review.
  7. Get a 360-degree view: Involve all your departments in understanding and analyzing the customer experience. Sales staff can give you tremendous insights into CX, while customer service staff can give you genuine feedback. Involve the operations, research and analysis, and financial teams in this effort.

Enhancing strategy for better CX demands consistency. This is what encourages a customer to return and recommend. This makes them feel more empowered and positive about your brand.


Subscribe to Our Newsletter

Related Articles

Top Trending

Robert Prevost Becomes Pope Leo XIV
Robert Prevost Becomes Pope Leo XIV: First American Pontiff
Historical Events and Famous People Born on May 9
Discover the Historical Events and Famous People Born on May 9
May 9 Zodiac
What's in Your Zodiac If You Born on May 9 [Life, Career, Relationship]
Farm-to-Table Agriturismo Trips in Italy
Why Millennials Are Choosing Farm-to-Table Agriturismo Trips in Italy?
Best Mobile Horror Games
The Best Mobile Horror Games That Will Keep You Up at Night

LIFESTYLE

summer birthday party ideas
Creative Summer Birthday Party Ideas for Kids in 2025
May 6 Zodiac
May 6 Zodiac: Positive Traits, Compatibility and More about Taurus
self storage solutions for life transitions
How Self Storage Can Help During Major Life Changes (Divorce, Moving, etc.)?
why is my poinsettia dying
Why Is My Poinsettia Dying? Tips To Revive Your Wilting Poinsettia Plant
crypto retirement plan strategies
7 Ways Crypto Can Reshape Your Retirement Plan for the Future

Entertainment

rocket league unblocked
Rocket League Unblocked: Soccer And Vehicular Mayhem Online Game
smokey robinson sexual assault allegations
Smokey Robinson Faces Sexual Assault Allegations by 4 Women
Disneyland Abu Dhabi
Disneyland Abu Dhabi: First Disney Theme Park in Middle East
Netflix OpenAI Partnership
Netflix Teams Up with OpenAI to Transform Streaming Experience
Bumassburner Leak
Bumassburner Leak Incident: What You Need to Know

GAMING

Best Mobile Horror Games
The Best Mobile Horror Games That Will Keep You Up at Night
Evolution of Video Game Graphics
The Evolution of Video Game Graphics: 1980s to 2025
Best Workouts Inspired by Video Games
Level Up Your Fitness: Best Video Game-Inspired Workouts
rocket league unblocked
Rocket League Unblocked: Soccer And Vehicular Mayhem Online Game
Maksym Krippa GSC Game World
S.T.A.L.K.E.R. Reimagined: How Maksym Krippa’s Entry Reshaped GSC Game World in 2023

BUSINESS

Business Behind Game Localization
The Business Behind Game Localization: How It Works
International Employment Agencies
How international employment agencies can help you find talent in hard-to-reach markets?
Transition Your Business to Web3
How to Transition Your Business to Web3 Successfully
How to Calculate Quarterly Tax Payments
How to Calculate Quarterly Tax Payments in 5 Easy Steps
credit suisse tax evasion
Credit Suisse Fined $511M for U.S. Offshore Tax Evasion Scheme

TECHNOLOGY

Maksym Krippa GSC Game World
S.T.A.L.K.E.R. Reimagined: How Maksym Krippa’s Entry Reshaped GSC Game World in 2023
Strengthening Cybersecurity with Security Operations
Strengthening Cybersecurity with Security Operations, CWPP, and Product Security
pitch a game idea
How to Pitch a Game Idea to a Developer or Publisher?
Web3 impact on virtual reality experiences
How Web3 Is Redefining Virtual Reality and Immersive Experiences?
Smart Contracts in Web3
How Smart Contracts Are Shaping the Future of Web3?

HEALTH

Yimusanfendi
7 Incredible Benefits of Yimusanfendi Meditation and Possible Side Effects
Connection Between Hydration and Urinary Health
The Connection Between Hydration and Urinary Health
Neuralink Brain Implant Patient Regains Speech
Neuralink Brain Implant Helps ALS Patient Regain Speech with AI Support
Wegovy for Weight Loss
Wegovy for Weight Loss: Is It Worth Buying Online?
Role of Sperm DNA Fragmentation Testing in IVF
The Role of Sperm DNA Fragmentation Testing in IVF with ICSI Success