The boostCX Blog

A good customer experience is key to the success for many companies and there are many customer experience strategies that can help you and your business reach your goals. With that being said, many businesses want to know - what is the best customer experience strategy? We hope that this overview created by boostCX will highlight how you can improve the customer experience with the right strategy.

How To Build Customer Experience Management Strategies

In a customer-focused world, it is critical that you implement a robust customer experience management (CXM) strategy. It's essential for business survival and growth. A well-defined and well thought out strategy helps ensure that all customer interactions are purpose driven, positive, and aligned with your brand values.

Here are several key steps to building a customer experience management strategy:

1. Understand Your Customers: Use data to create customer portfolios and classifications, and map out their journeys to better identify customer needs, pain points, and expectations at every touchpoint.
2. Define Your Customer Experience Goals: Create a clear vision and clear goals for your customer experience that align with your brand identity and overall business objectives. Set measurable goals for your strategies.
3. Collect Customer Feedback Consistently: Implement features and solutions (surveys, customer reviews, social listening, direct interactions) to collect customer feedback across multiple channels throughout the customer lifecycle.
4. Empower Your Employees: Give your teams the training, tools, knowledge, and authority they need to deliver exceptional experiences. Build  a customer-focused culture throughout your business.
5. Personalize Customer Interactions: Use customer data to tailor communications, offers, and support to individual customers. This makes customers feel valued.
6. Measure and Analyze Customer Experience Metrics: Track key performance indicators (KPIs) like Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES) to monitor progress and identify areas for improvement.   
7. Act on Data: Use the customer feedback and data collected to make real improvements to processes, products, and services based on data not emotion. Customer experience management is a continuous cycle of learning and refinement.

Top 5 Most Effective Customer Experience Management Strategies

While the steps above outline how to build the framework for customer experience management, there are certain strategies that consistently prove effective in delivering quality customer experiences. Many of the customer experience management strategies listed below are not exclusive and work best when used together as parts of an overarching strategy.

• Provide Consistent Omnichannel Experiences: Focus on delivering a consistent, and integrated customer experience across all channels and touchpoints with your business, whether digital or physical.
• Employ Data-Driven Hyper-Personalization: Use customer data, analytics, and AI-powered solutions to deliver personalized and relevant experiences for your customers that can include product recommendations, offers, and individual communications.
• Provide Proactive Customer Service and Support: Go beyond reactive problem-solving and your customers’ needs. Offer assistance before customers ask and address potential issues before they escalate by using predictive analytics and timely alerts.
• Empower Employees and Build a Customer-Focused Culture: Invest heavily in training, equipping, and empowering employees - especially customer-facing staff - to own the customer experience and make decisions that prioritize customer satisfaction and are supported by a customer-first mindset.
• Create a Continuous Feedback and Improvement Loop: Build a robust system for collecting customer feedback in real-time, analyzing it for potential insights, and implement changes and improvements quickly to the customer journey.

‍READ MORE: Top 5 Challenges in Customer Experience Management 

What is the best customer experience management strategy? The real answer is - it may be different from one business to the next - and an overall plan may involve multiple customer experience management strategies. The key is understanding your customers, empowering employees to deliver an excellent experience, and adapting to changing customer expectations with continuous feedback and improvement.

Contact boostCX for a demo of our customer experience management platform and establish your own strategy for success!

When you examine customer experience management (CXM), it is critical that you understand customer loyalty. Net Promoter Score (NPS) may be the most widely adopted Key Performance Indicator (KPI) for measuring customer loyalty.

NPS quantifies a customer's willingness to recommend your company, product, or service to a friend or colleague, based on their response to a single question - On a scale of 0 to 10, how likely are you to recommend us to a friend? This simple metric helps businesses categorize customers into Promoters (9-10), Passives (7-8), and Detractors (0-6) based on their responses and provides a clear indicator of overall sentiment and potential for growth.

When you go more in-depth into this KPI, understanding the differences between Transactional and Relational Net Promoter Scores is a key to better leveraging this powerful metric effectively across different aspects of your business.

Transactional NPS vs. Relational NPS

While both types of NPS measure customer loyalty, they serve distinct purposes and are implemented at different stages of the customer journey:

• Relational NPS (rNPS): This type of NPS survey is designed to measure a customer's overall loyalty and satisfaction with your company or brand as a whole. In most cases, it is conducted at regular intervals, such as quarterly or annually, or after a significant period of customer loyalty. Relational NPS provides a high-level view of the long-term health of your customer relationships and perception of your brand.
• Transactional NPS (tNPS): By comparison, Transactional NPS measures customer satisfaction and loyalty immediately after a specific interaction, transaction, or customer touchpoint. This could be after a purchase, a customer service call, an online order, a product installation, or a visit to your retail store. tNPS is an event-based metric and provides immediate, in-depth feedback on specific experiences your customers have had.

Why You Should Track Relational NPS?

Relational NPS offers a broader, more comprehensive view of customer loyalty and the overall health of your brand. It can measure long-term customer sentiment and can be a strong predictor of future business growth, customer churn, and customer lifetime value. Here is a better look at a few key reasons you should consider tracking Relational NPS:

• Gauge Overall Brand Loyalty: rNPS measures the strength of the customer's entire relationship with your brand, not a single interaction, and reflects cumulative experiences. Annual Relational NPS surveys help to understand overall customer loyalty and track how it is trending year-over-year.
• Predict Future Growth and Customer Churn: Higher Relational NPS scores can correlate with increased customer retention, more repeat purchases, and a higher number of positive referrals, which all point to long-term growth. A subscription-based streaming service could track Relational NPS quarterly and gain insight on declining trends that can signal an increased risk of customer churn.
• Make Strategic Decisions: This data helps identify broad areas for strategic focus to improve the overall customer relationship, brand perception, and long-term strategy. A car manufacturer might use Relational NPS feedback to understand how its brand is perceived overall and use the data to influence long-term product development and marketing strategies.
• Benchmark Against Competitors: Relational NPS is a common metric for businesses and it can allow for general benchmarking against competitors to help understand your position in terms of customer loyalty. A tech company might compare its Relational NPS to published industry averages to see how its overall customer loyalty stacks up.

Why You Should Track Transactional NPS?

Transactional NPS offers immediate and specific insights that are valuable in identifying and addressing key pain points in the customer journey. It allows businesses to quickly and easily pinpoint operational strengths and weaknesses, and allows them to make data-driven improvements to the customer journey. Here is a closer look at reasons why you may want to track Transactional NPS:
‍

• Pinpoint Specific Issues: Transactional NPS helps identify exactly where in the customer journey things are going well or poorly and provides focused feedback. For example, a retail company can use tNPS after an online checkout and discover low scores are linked to a confusing step in the payment process and make improvements.
• Enable Quick Service Recovery: A low Transactional NPS score can provide immediate alerts and follow-up procedures with dissatisfied customers to resolve their issue quickly. A good example is that a software company's support team could contact a user who gave a low tNPS after a support chat to offer additional assistance and turn a negative experience into a positive one.
• Monitor Performance of Key Interactions: This KPI allows businesses to consistently track how well critical touchpoints - like product onboarding, a service call, or a delivery experience - are performing over time. Airlines could use tNPS after each flight to independently monitor satisfaction with the check-in process, in-flight service, and baggage handling.
• Empower Frontline Teams: Transactional NPS provides direct feedback to the teams that are responsible for specific customer interactions and help them understand their impact and identify areas for improvement. A hotel chain might share tNPS scores from post-stay surveys related to the check-in experience with their front desk staff to highlight opportunities for improvement.

‍READ MORE: How To Create a Net Promoter Score Survey

It is important to understand and recognize the differences and uses of transactional and relational NPS for your business. This data allows businesses to deploy a more complete and effective customer experience management strategy that will help promote long-term growth and success of your brand.

Contact boostCX for a demo of our customer experience management platform and find solutions that will help you track and analyze your Net Promoter Score!

Omnichannel customer experiences ensure that your customers have a flawless and consistent experience no matter where they interact with your business, whether it is in person, online, by phone, or by mobile app. Businesses who are unfamiliar with omnichannel strategies may be asking, why use omnichannel customer experience management strategies? We are here to help answer your questions about customer experience management at boostCX.

Top 5 Reasons to Use Omnichannel Customer Experience Strategies

The omnichannel customer experience is a multi-channel approach that provides the customer with a consistent and integrated experience at every touchpoint, ensuring that context and conversation history follow them as they interact with your business. Whether it's an automotive dealership helping a customer with online research, scheduling an in-person test drive, or providing post-purchase service reminders via an app, or a retail brand allowing a shopper to browse on their phone, purchase online, and return an item in-store with consistent support, omnichannel strategies are universal and effective.

Investing in an omnichannel strategy offers significant advantages:

1. Consistent Customer Experience

Omnichannel strategies ensure your brand's voice, information, and service quality are consistent across all customer touchpoints, to build trust and reliability with your business. For example - a retail customer who asks a product question via website chat can later call customer service, and the phone agent can seamlessly pick up where they left off in the conversation with an accurate chat history. Companies with strong omnichannel customer engagement strategies retain an average of 89% of their customers, versus 33% for those with weaker strategies.

2. Improved Personalization

Personalization of the customer experience is key to success in many industries as 80% of consumers are more likely to purchase when they have a personalized experience. By integrating data from multiple channels into a comprehensive customer profile, businesses gain a complete view of individual preferences and behaviors, allowing them to be more effective in personalizing experiences. Automotive dealerships, for example, can combine a customer's online vehicle configuration choices with past service records to offer a relevant maintenance packages or personalized offers. 

3. Improved Engagement with Customers

Meeting customers on the channels they prefer and where they are most active and maintaining a continuous, consistent conversation makes interactions more effective and enhances engagement. Imagine a travel agency sending a flight delay notification via SMS and including a link to rebook the flight directly, with phone agents aware of the situation if the customer chooses to call. This is convenient for customers and powerful for marketing teams using multiple channels to create higher order rates.

4. Improved Data and Analytics of the Customer Experience

Data and analytics are key to the success of many businesses and an omnichannel strategy breaks down data silos and consolidates customer information from all touchpoints into a single, comprehensive view. This promotes more relevant analytics about the customer journey, behavioral patterns, and friction points. For example - a supermarket chain can analyze data from online orders, loyalty program purchases, mobile app interactions, and customer service calls to identify popular products or better understand where customer service can be improved across the entire shopping experience.

5. Improved Customer Experience KPIs

The combined benefits of consistent, personalized, and enhanced engagement through omnichannel strategies leads to better performance on key customer experience KPIs. Businesses that effectively implement omnichannel engagement see an average 9.5% year-over-year increase in annual revenue, compared to just 3.4% for companies with weaker, more limited strategies. This indicates a positive impact on reducing customer churn and improving overall customer loyalty metrics.

‍READ MORE: What Is an Integrated Customer Experience Model?

In the modern economy, customers dictate how and when they interact with your business and understanding why you should use omnichannel customer experience management strategies is almost a requirement for success. It is all about creating a unified, consistent, and customer-focused experience that meets expectations, builds stronger relationships, and drives long-term growth for any business.

Contact boostCX for a demo of our customer experience management platform!

Nike, Amazon, and Netflix are iconic brands and many businesses are working to create their own brand that is instantly recognizable to potential customers. Are you one of those businesses that is working to build a brand? A viable strategy can help you achieve those goals and it is important to know how to create a brand strategy that will create a memorable customer experience that helps drive business success.

Step-by-Step Process to Build a Brand Strategy

Building a brand identity is critical. It’s what differentiates you in a competitive market and helps build trust and loyalty. Consistent branding across all platforms can significantly increase revenue, with some studies suggesting a boost of 10% - 23%. In addition - an incredible 81% of consumers indicate that they need to trust a brand to consider buying from it. Creating a comprehensive brand strategy involves several important steps:

1.Define Your Brand Goals and Identity

The first step is to clearly define your business mission. What are the core values that drive your company? What is the unique personality you want for your brand? These are the questions you need to ask and answer when you start to build your brand.

2. Identify Your Target Audience

What is the target audience for your brand? Take a moment to determine who you are trying to reach with your products or services - determine their demographics, psychographics, needs, challenges, and where they spend their time. Understanding your target audience will help inform what you want your brand to be.

3. Research Your Target Audience

You need to go beyond basic audience identification and conduct market research for your target audience. Use surveys, and interviews to gain a deeper understanding into your audience's motivations, preferences, and pain points.

4. Perform a Competitive Analysis

Who are you competing with in your industry and your local area? Analyze your competitors to understand their branding, strengths, weaknesses, and position in the market. This data will help you identify opportunities and areas where you can set your brand apart from competitors. 

5. Develop Your Brand and Brand Guidelines

Create your core brand messaging, define your brand voice, and create a visual identity with a logo, color palette, and print. Document these in comprehensive brand guidelines to ensure consistency across all platforms and into the future. This will also provide easily accessible guidelines for third-party content providers and website platforms.

6. Create a Marketing Strategy for Your Brand

It is important to outline how you will communicate your brand message and value to your target audience across multiple channels. This strategy should incorporate comprehensive customer experience management to ensure every touchpoint reinforces your brand identity and builds positive momentum for your brand.

7. Monitor Your Brand Strategy and Results

Businesses should continuously track brand awareness, perception, customer sentiment, and how your strategy impacts your business goals. Customer experience management tools — like those provided by boostCX - can be used to effectively collect and analyze customer feedback, providing important customer data that can be used to refine and optimize your business operations.

‍READ MORE: How To Find the Right Customer Experience Management Software

Creating a brand strategy is an important first step in building a successful business. It's about defining who you are as a business, who you serve, and how you want to be viewed - then consistently delivering on that message. While there is no single best approach that fits every business, a strategy built on understanding your customers, creating value, and delivering memorable customer experiences.

Are you ready to align your customer experience management and build your brand? Contact boostCX today about customer experience management strategies that will help build your brand!