Customer Experience

80% of companies believe they provide a superior experience—only 8% of consumers agree. Managing this gap is considered the single most important success factor for businesses today. Delivering a positive experience with your brand requires that all client “touch-points” and interactions are optimized for both prospective and repeat customers. It also requires that all parts of an organization are aligned behind this goal. That’s no small task.

Understanding  your customer is a necessity. Map the customer’s lifecycle, break it down into individual steps, then tailor the message and call-to-actions for every step of the way. Shifting from a customer service to a customer experience mindset is necessary to gain and maintain a competitive edge. Small businesses may feel challenged to compete with the standards of top brands, but they are usually more nimble, capable of quicker implementations, and strategically adapt with greater ease.