Managing Customer Experience: 6 Steps to a Successful Digital Strategy

Isn’t it funny how everyone thinks that their kids, pets, or sports teams are better than everyone else's? Deny it all you want, but you know you do it too. It isn’t our fault, these things fit our needs. They're perfect in our eyes. We all have our own biases, and we are all different. It's what makes life so interesting... and what has gotten me in trouble at several sporting events.

The Customer Experience: Who Are You Really Helping?

When you create something, you create it for you...most likely without even realizing it. You solve the problem that YOU see, which may be completely different from the problem your customer is actually experiencing. What someone may think is an amazing solution, to someone else may seem...just alright...or even worse. For example, take a look at the recent Instagram update that lasted all of two seconds. What developers thought would make the platform better sparked utter outrage from users. This disconnect makes it hard to compete, especially when you want to make somebody really love your work and if you want them to choose your business over your competition.

Whether you are creating a website, writing blogs, or even building your business’s social presence (like Twitter, LinkedIn, or Facebook), it can be hard to figure out how to make it pop out to other people, not just you. So the question is, how exactly do you do that? We suggest developing buyer personas. Buyer personas force you to delve into the who your target customer truly is. What do they like? What problems do they experience? They help you to realize, it’s not about you. It’s all about them, your customers. You don’t want to be your only customer.

In addition to creating Buyer Personas, what else can you do? Here are actionable steps, to get you started:

1. Learn from others: Look at successful strategies (within your industry), to see what's working and what isn’t.
2. Communication is key: Talk to your customers. What's working? What makes them happy? What makes them unhappy?
3. Pull a Marie Kondo and get your house in order: What's working for your business? What isn't?
4. Take it out for a test drive: Test out your work, see what is working. If necessary, change it up and get creative.
5. Don't be afraid to take risks in your Customer Experience Management.
6. Delight your customers. Even the little things can put a smile on your customers face, making the experience that much better.

Sound like a lot of work? I’m not going to lie, it is. Don’t want to stay on top of it, because you’re too busy? That will come back and bite you. In today's digital world, your customers are savvier than ever-- they're able to talk about their experiences in an incredibly public forum (the internet).

What are you waiting for? Download the free KBK Communications resource on how to build a digital marketing team or contact us today to schedule a 15-minute consultation.