Where does the Customer Experience begin?

[Blessing]

Customer Experience doesn't start with a person's visit to the store or end with a purchase made on the website. This perception -logically- begins from the moment the customer discovers your brand and, probably, never ends.

In this journey, there are stages that make up the customer experience:

Awareness/Interest.
Discovery.
Attraction.
Interaction / Action.
Buys.
Use.
Refinement.
Promotion.
With this journey, it makes sense that 86% of consumers are willing to pay more for an improved experience.



Actions to achieve a correct Customer Experience:
Clear vision: Establish guiding principles that help you define a concrete vision of what Customer Experience is. These standards must be known by the team in order to relate them to the strategy.

Know your customers: Knowing who your customers are will give you insights into their needs, desires, and the situations they face.

The team is tasked with structuring touchpoints to improve the experience, based on customer recognition. The best way to do this is by creating a Buyer Persona .

Create emotional connections: Emotions are a determining factor in customers' decisions, so you have to create emotional bonds that last over time and evoke a feeling of satisfaction when having contact with the brand.

Real-time capture: The best way to know if the customer is having country wise email marketing database a good experience is to act immediately after a touchpoint has occurred. Surveys, emails, calls or social networks are channels to know the opinion of customers, all these management and monitoring tools can be found in HubSpot .



Quality for team development: Now that you know your customers and what their needs are, it's time to train your team on how to offer unique, unforgettable, and long-lasting experiences. Kudert is an excellent tool that can help you get to know your employees and boost their talents.

Act on feedback from employees: Listen to what your team members have to say and adjust continuous improvement processes.



Bonus
To complement your knowledge, here are the benefits of using Customer Experience:

Progressive measurement of customer experience and interaction with the company.
Increase in customers and longer stay on the website.
Analyze the competition and establish differentiation parameters.
Disseminate and position the corporate brand.


If you have any questions, doubts or queries, please leave a comment and I will gladly answer your request.