{"id":82754,"date":"2020-09-04T13:18:08","date_gmt":"2020-09-04T18:18:08","guid":{"rendered":"https:\/\/www.digitalmarketer.com\/?p=82754"},"modified":"2022-02-08T16:30:26","modified_gmt":"2022-02-08T22:30:26","slug":"what-is-customer-experience","status":"publish","type":"post","link":"https:\/\/www.digitalmarketer.com\/blog\/what-is-customer-experience\/","title":{"rendered":"What is Customer Experience (And Why You Need to Prioritize It)"},"content":{"rendered":"\n

Customer experience is the reputation you have with your customers.<\/p>\n\n\n\n

It can be great, okay, or downright bad\u2014and each experience will impact your business in some way. Great customer experiences give you the hockey stick growth that you dream about. Okay customer experiences make it hard, but not impossible to get customers to buy more products. But bad customer experiences can pull your business down like a sinking ship in the ocean.<\/p>\n\n\n\n

Every business knows that customer experience is crucial to their success, but few know how to actually make the customer experience a part of their foundation.<\/em><\/p>\n\n\n\n

In comparison, it\u2019s easy to put together a marketing strategy because it\u2019s way more straightforward… write good copy and show it to the right people. Customer experiences are a lot less tangible\u2014is a great customer experience defined by free products and services, great content, one-on-one coaching, the list goes on forever\u2026<\/p>\n\n\n\n

Let\u2019s break down what different customer experiences look like.<\/strong><\/p>\n\n\n\n

(Want to level up your customer experience, growth strategies, and even more? Register for Make it Big<\/a>, 3-day virtual event where you can get the best advice from the leading industry experts on how to grow and scale your business. Register today for FREE<\/a><\/strong>!<\/p>\n\n\n\n

\"\"<\/a><\/figure><\/div>\n\n\n\n

What is Customer Experience?<\/h2>\n\n\n\n

Customer experience, in its simplest definition, is the experience your customers have with your brand. It\u2019s the email funnel<\/a> that leads them to the sale and then keeps delivering more information to them once they\u2019ve bought the product.<\/p>\n\n\n\n

A customer buying an ecommerce product continues through the customer experience when they receive their transaction email, delivery status email, package delivered email, and the leave a review email.<\/p>\n\n\n\n

These are the places where you can overdeliver and create a memorable customer experience, the kind of experience that builds a tighter bond between your brand and your customer.<\/p>\n\n\n\n

For example, MUD\\WTR™<\/a> includes stickers and a \u201cYour New Morning Ritual\u201d recipe pamphlet in their packages, which isn\u2019t something advertised when you buy their coffee alternative. When a customer gets their order, they open their package to find more than they bought\u2014relatable stickers and an easy guide on using their MUD\\WTR effectively.<\/p>\n\n\n\n

\"A<\/figure><\/div>\n\n\n\n

This is marketing that goes past the sale, and it\u2019s an example of a great customer experience.<\/p>\n\n\n\n

Here\u2019s the thing\u2014your marketing strategy doesn\u2019t stop as soon as someone unboxes your product or signs up to work with your company. If anything, it should ramp up.<\/p>\n\n\n\n

Think of all the work you put in to move these people through the Customer Value Journey<\/a>, from cold leads to piping hot leads to landing the sale. Instead of focusing on the next round of people who might<\/em> buy from you, put some of that focus on the ones who already have.<\/p>\n\n\n\n

Then, take a look at the difference in your business.<\/p>\n\n\n\n

Why You Need to Prioritize It<\/h2>\n\n\n\n

It\u2019s obvious that you want to prioritize customer experience if you have competition\u2014whoever delivers the better experience is going to win the customer and their return. This is an easy perspective to view your business world through.<\/p>\n\n\n\n

Another easy perspective is realizing that Google is now prioritizing customer experience in its search ranking. SEOs around the world are figuring out how to create the *chef\u2019s kiss*<\/em> customer experience that makes their content<\/a> better than the others ranking for the same keywords.<\/p>\n\n\n\n

What\u2019s not obvious is that customer experience can save you money.<\/em> It\u2019s tempting to bring in new customers, give them their product, and immediately look back toward your funnel to see how you can get more customers. But, what about the loyal customers who just bought from you\u2014are you nurturing that relationship?<\/p>\n\n\n\n

These are the people who put their hand up and said, \u201cYep, I love what you\u2019re doing. Here, I\u2019d like to give you my money in return for your product\/service and I\u2019m really excited about it.\u201d<\/em> Have you caught them in their state of excitement and over-delivered on an experience that makes them turn into raving fans of your brand?<\/p>\n\n\n\n

If you haven\u2019t done this yet, don\u2019t worry. You have plenty of time (and options), but let\u2019s get you started as soon as possible. Having a better customer experience is going to boost the value of your customers<\/a>.<\/p>\n\n\n\n

We call this Customer Lifetime Value (CLV) and you can work your business around this metric by seeing how much an average customer spends on your products\/services. Your CLV can be calculated by taking the Average Order Value and multiplying it by the Average Purchase Frequency. This is your CLV.<\/p>\n\n\n\n

And here\u2019s the thing about CLVs\u2014they\u2019re easier to double than conversion rates. You\u2019re probably tempted to figure out how you can double your conversion rate on your next campaign, but this is hard. Like, really hard. <\/em>Impossible, no. Hard, yes.<\/p>\n\n\n\n

Do you know what\u2019s so much easier? Doubling your average cart value (how much somebody spends in a single purchase). All you have to do is create bundles or introduce an ultra-high-ticket offer that\u2019s 10x your current Average Order Value.<\/p>\n\n\n\n

Ba-da-bing. 🎉<\/em><\/p>\n\n\n\n

Your customer experience is the reputation you have with your customers. They\u2019ll love your brand if you put time and attention into giving them the best possible experience they could have with you\u2014but they\u2019ll also notice if you don\u2019t<\/em> put that attention in.<\/p>\n\n\n\n

Prioritize your customer experience to make your customers happy, Google happy, and your finances happy… because happy customers buy more products. It\u2019s just a fact of business.<\/p>\n\n\n\n

And don’t forget to check out Make it Big 2020. Register today for FREE<\/a><\/strong>!<\/p>\n\n\n\n

\"\"<\/a><\/figure><\/div>\n","protected":false},"excerpt":{"rendered":"

Customer experience is the reputation you have with your customers, so it’s crucial to provide an experience that is great. Here’s all the reasons why you should prioritize customer experience.<\/p>\n","protected":false},"author":21,"featured_media":82760,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[34,177,45],"tags":[],"class_list":["post-82754","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-blog","category-excite","category-marketing-skills"],"acf":[],"yoast_head":"\nWhat is Customer Experience (And Why You Need to Prioritize It) | DigitalMarketer<\/title>\n<meta name=\"description\" content=\"Customer experience is the reputation you have with your customers, so it's crucial to provide an experience that is great. 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